In the recent years, the interest in the quality measurement of a specific health care service has increased. In particular, patient satisfaction ratings are used as health care quality markers and then as profitable competitive tools for health care management. On the other hand, perceived quality of health care services has a great influence on patient behaviors. In this context, statistical tools and techniques for assessing patients satisfaction in hospitals and other health care organizations are very useful. In this paper, a case study on the service quality provided to the long-term cancer patients and the relationship between doctors and patients has been discussed. In particular, a questionnaire has been submitted to a sample of long-term cancer patients, who follow a therapy at some hospitals belonging to the district of Lecce (Apulia Region). Several dimensions of perceived service quality including tangible aspects, reliability, empathy (doctor-patient human relations) and hospital organization have been considered. Statistical methodologies for customer satisfaction have been used in order to identify the service quality factors that are important to patients. Moreover, multivariate statistical analysis has been performed in order to identify the service critical aspects to be improved and to determine significant associations between the selected dimensions and patients satisfaction.
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