Cancer Risk Appraisal and Prevention Branch, National Cancer Control Institute, National Cancer Center, Goyang, Republic of Korea.
Nicotine Tob Res. 2012 Jul;14(7):816-23. doi: 10.1093/ntr/ntr290. Epub 2011 Dec 16.
There is a lack of studies on Quitline user satisfaction and its potential value to aid in understanding user demand and improve Quitline services. This study evaluated Quitline user satisfaction and its impact on smoking cessation, in order to assess the service's quality and performance in the Republic of Korea.
Between 2007 and 2009, 3,054 Quitline users were invited to participate in an investigation of user satisfaction and its impact on successful smoking cessation. Information on gender, age, education level, body mass index, nicotine dependency, the presence of a quit supporter and alcohol consumption were collected upon Quitline registration. Multiple logistic regression analysis was applied to identify the impact of user satisfaction on cessation maintenance, and an importance-performance (IP) analysis was used to identify the aspects of Quitline that need improvement.
Satisfaction was highest among Quitline users who maintained smoking cessation for 1 year. Quitline users who were satisfied with the contents of counseling and the coaching protocol had an increased probability of successful smoking cessation. According to the IP analysis, coaching skill was the key driver of user satisfaction, while service accessibility, the contents of counseling, and the coaching protocol were factors that need to be improved with some urgency.
The present study revealed low user satisfaction for the contents of counseling and the coaching protocol, which would need to be improved with some urgency to increase Quitline performance in Korea. Continued evaluation of Quitline user satisfaction could be a useful tool to understand user demand and implement improvements accordingly.
目前缺乏关于戒烟热线用户满意度及其潜在价值的研究，这对于理解用户需求和改善戒烟热线服务具有重要意义。本研究旨在评估戒烟热线用户满意度及其对戒烟的影响，以评估韩国戒烟热线服务的质量和绩效。
在 2007 年至 2009 年期间，我们邀请了 3054 名戒烟热线用户参与了一项关于用户满意度及其对成功戒烟影响的调查。在戒烟热线注册时，收集了用户的性别、年龄、教育水平、体重指数、尼古丁依赖程度、戒烟支持者的存在以及饮酒情况等信息。采用多因素逻辑回归分析来确定用户满意度对戒烟维持的影响，并采用重要性-绩效（IP）分析来确定需要改进的戒烟热线方面。
对戒烟维持 1 年以上的戒烟热线用户的满意度最高。对咨询内容和辅导协议感到满意的戒烟热线用户成功戒烟的可能性更高。根据 IP 分析，辅导技能是用户满意度的关键驱动因素，而服务可及性、咨询内容和辅导协议则是需要紧急改进的因素。
本研究揭示了戒烟热线用户对咨询内容和辅导协议的满意度较低，这需要紧急改进，以提高韩国戒烟热线的服务绩效。持续评估戒烟热线用户满意度可以作为一种有用的工具，以了解用户需求并相应地进行改进。
