Lee Go-Eun, Kim Sue, Chu Sang Hui, Seok Jeong-Ho, Kim So Yoon, Kim Sanghee
College of Nursing, Yonsei University, Seoul, Republic of Korea.
Mo-Im Kim Nursing Research Institute, Yonsei University, Seoul, Republic of Korea.
PLoS One. 2024 Dec 27;19(12):e0313340. doi: 10.1371/journal.pone.0313340. eCollection 2024.
Participants' satisfaction is an important factor in securing competitiveness in clinical trials. In many industries, such as healthcare, customer service quality has been analyzed to increase customer satisfaction. However, no study so far has attempted to measure participants' perceptions of service quality in the clinical trial area and identify its effect on participant satisfaction.
This study examined the experiences and perceptions of clinical trial participants in terms of service quality and identified the factors that impact participant satisfaction in clinical trials.
This study used a cross-sectional descriptive and explanatory research design. Data were collected from March 29 to May 26, 2023, via a survey. The survey was conducted with 206 adults participating in clinical trials at two hospitals in Korea. The collected data were analyzed using descriptive statistics, independent t-tests, one-way ANOVA, Pearson's correlation, and multiple linear regression analysis.
Participants' perceptions of the service quality and their satisfaction in clinical trials were generally positive. The variables that significantly predicted participant satisfaction in clinical trials included quality of interaction with researchers, physical environment, performance results in clinical trials, changes in health status after participating in the trial, and consideration of discontinuing the trial.
Participants' perception of the service quality significantly affected their satisfaction in clinical trials. Thus, all components of service quality should be considered in the overall clinical trial process to increase participants' satisfaction.
参与者的满意度是确保临床试验竞争力的一个重要因素。在许多行业，如医疗保健领域，已对客户服务质量进行分析以提高客户满意度。然而，迄今为止，尚无研究试图衡量参与者对临床试验领域服务质量的看法并确定其对参与者满意度的影响。
本研究考察了临床试验参与者在服务质量方面的经历和看法，并确定了影响临床试验参与者满意度的因素。
本研究采用横断面描述性和解释性研究设计。于2023年3月29日至5月26日通过一项调查收集数据。该调查针对韩国两家医院参与临床试验的206名成年人开展。对收集到的数据进行描述性统计、独立样本t检验、单因素方差分析、Pearson相关性分析和多元线性回归分析。
参与者对临床试验服务质量及其满意度总体呈积极态度。显著预测临床试验参与者满意度的变量包括与研究人员的互动质量、物理环境、临床试验的表现结果、参与试验后健康状况的变化以及考虑退出试验。
参与者对服务质量的看法显著影响其在临床试验中的满意度。因此，在整个临床试验过程中应考虑服务质量的所有组成部分，以提高参与者的满意度。
