Instruments.

Background
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.
Objective
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.
Methods
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.
Results
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.
Conclusions
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.

背景
受试者满意度是保障临床试验核心竞争力的重要因素。在医疗健康等诸多行业中，学界已通过客户服务质量分析提升顾客满意度。但截至目前，尚无研究针对临床试验领域的受试者服务质量感知开展测量，并探讨其对受试者满意度的影响。
研究目的
本研究围绕临床试验受试者的服务质量感知与实践经历展开调研，明确了影响临床试验受试者满意度的核心因素。
研究方法
本研究采用横断面描述性与解释性研究设计。研究数据于2023年3月29日至5月26日通过问卷调查收集，本次调研对象为韩国两家医院参与临床试验的206名成年受试者。所获数据采用描述性统计、独立样本t检验、单因素方差分析（one-way ANOVA）、皮尔逊相关分析（Pearson’s correlation）以及多元线性回归分析进行统计处理。
研究结果
临床试验受试者对服务质量与自身满意度的整体感知呈积极态势。能够显著预测受试者临床试验满意度的变量包括：与研究人员的互动质量、实体环境、临床试验执行效果、参与试验后的健康状况变化，以及中止试验的考量情况。
结论
临床试验受试者的服务质量感知对其满意度存在显著影响。因此，在临床试验全流程中应兼顾服务质量的各维度，以提升受试者的满意度。