评估用户对服务的体验：衡量肿瘤医院患者的主观幸福感。

Assessing user experience with services: measuring subjective well-being in oncology hospitals.

作者信息

Tonetto Leandro Miletto, Copetti Carmen Lúcia Pinto, Brust-Renck Priscila, de Lima Amorim Cíntia, Kowalski Luiz Paulo, de Carvalho Genival Barbosa

机构信息

Georgia Institute of Technology, 245 Fourth Street NW, Atlanta, GA, 30332-0155, USA.

Universidade do Vale do Rio dos Sinos, Av. Unisinos, 950, Bairro Cristo Rei, São Leopoldo, 93022-750, RS, Brazil.

出版信息

BMC Health Serv Res. 2025 Jun 4;25(1):796. doi: 10.1186/s12913-025-12965-6.

DOI:10.1186/s12913-025-12965-6

PMID:40468298

原文链接:https://pmc.ncbi.nlm.nih.gov/articles/PMC12135450/

Abstract

BACKGROUND

Capturing subjective user experiences is crucial for service design, assessment, and management. However, using metrics for such experiences remains an underexplored topic in the literature. This study introduces a novel survey tool to measure service-related subjective well-being (SWB) among oncology patients, encompassing the three dimensions of SWB: positive affect, negative affect, and life satisfaction. The hypotheses are that (H1) highly reliable service-related SWB metrics will be generated based on reliable tools from psychology, and (H2) perceived service experience will strongly predict positive affect and life satisfaction, but they will have less predictive power for negative affect. These hypotheses are supported by research suggesting that services can improve positive affect but may not fully counteract the negative affect evoked by cancer.

METHODS

We conducted a cross-sectional survey of 288 oncology patients using convenience sampling. The online survey was divided into three segments: patient information, SWB measures, and perceived service experience. The SWB measures encompassed its three dimensions. The survey items were adapted from consolidated psychological research scales for this study. This theory-driven approach, known as the ‘construct method,’ involves generating hypotheses based on construct theory and testing them empirically. Participants completed the survey within seven days of hospital discharge. Our data analysis included reliability measures, exploratory factor analysis on the SWB items, and regression analyses to examine the predictive power of perceived service experience on SWB.

RESULTS

The survey demonstrated high reliability (Cronbach’s Alpha = 0.946). Factor analysis indicated a two-factor model, explaining 78.01% of the total variance, with a separation of positive and negative items. Regression analysis revealed that perceived service experience substantially explained SWB. Positive affect and life satisfaction were well-predicted by perceived experiences with nursing, medical, and infrastructure, while negative affect was less well-predicted. H1 was confirmed by high-reliability metrics, and H2 was supported by the regression results.

CONCLUSIONS

The survey can identify areas for improvement, optimize services, and measure the relationships between perceived service experience and SWB, contributing to the literature on healthcare user experience and service design metrics.

SUPPLEMENTARY INFORMATION

The online version contains supplementary material available at 10.1186/s12913-025-12965-6.

摘要

背景

捕捉用户的主观体验对于服务设计、评估和管理至关重要。然而，在文献中，使用指标来衡量此类体验仍是一个未被充分探索的主题。本研究引入了一种新颖的调查工具，用于测量肿瘤患者中与服务相关的主观幸福感（SWB），涵盖了SWB的三个维度：积极情绪、消极情绪和生活满意度。研究假设为：（H1）基于心理学的可靠工具将生成高度可靠的与服务相关的SWB指标；（H2）感知到的服务体验将强烈预测积极情绪和生活满意度，但对消极情绪的预测能力较弱。这些假设得到了相关研究的支持，这些研究表明服务可以改善积极情绪，但可能无法完全抵消癌症引发的消极情绪。

方法

我们采用便利抽样法对288名肿瘤患者进行了横断面调查。在线调查分为三个部分：患者信息、SWB测量和感知服务体验。SWB测量涵盖了其三个维度。调查项目是根据本研究对综合心理学研究量表进行改编的。这种理论驱动的方法，即“构建法”，包括基于构建理论生成假设并进行实证检验。参与者在出院后七天内完成调查。我们的数据分析包括可靠性测量、对SWB项目的探索性因素分析以及回归分析，以检验感知服务体验对SWB的预测能力。

结果

调查显示出高可靠性（克朗巴哈系数α = 0.946）。因素分析表明存在一个双因素模型，解释了总方差的78.01%，正负项目分离。回归分析表明，感知服务体验能充分解释SWB。护理、医疗和基础设施方面的感知体验对积极情绪和生活满意度有良好的预测作用，而对消极情绪的预测作用较弱。H1通过高可靠性指标得到证实，H2得到回归结果的支持。