Table 2.

Comparison of satisfaction with cancer care (SCA) administered on paper versus Internet

Satisfaction domain question (Q)a	Short description	Mean score (standard deviation)		Score range		Cronbach’s alpha		Intraclass correlationb
		Paper	Internet	Paper	Internet	Paper	Internet	Paper	Internet	Both
Outcome		91 (10)	90 (10)	63–100	63–100	0.90	0.85	0.78	0.74	0.77
Q1	Help to deal with cancer	93 (10)	88 (15)	67–100	17–100
Q8	Prevent recurrence/progression	84 (17)	84 (18)	50–100	33–100
Q10	Quality of care	93 (10)	94 (9)	67–100	67–100
Q13	Relieve/prevent symptoms	89 (13)	88 (14)	50–100	33–100
Q16	Overall satisfaction	92 (11)	92 (9)	67–100	67–100
Manner/skill		94 (8)	95 (7)	73–100	60–100	0.87	0.69	0.48	0.65	0.55
Q2	Professional knowledge	94 (8)	95 (13)	67–100	17–100
Q3	Listening and responding	93 (10)	95 (9)	50–100	67–100
Q4	Personal manner	93 (11)	92 (16)	50–100	0–100
Q9	Confidentiality	95 (8)	96 (7)	67–100	83–100
Q14	Thoroughness	93 (9)	95 (8)	67–100	83–100
Information		89 (11)	90 (12)	50–100	61–100	0.85	0.91	0.74	0.75	0.74
Q11	Availability of information	87 (15)	87 (14)	33–100	50–100
Q12	Explanations of treatments	91 (12)	92 (11)	50–100	67–100
Q15	Helpfulness of information	90 (11)	90 (13)	67–100	50–100
Waiting/access		86 (13)	86 (10)	44–100	61–100	0.80	0.62	0.74	0.75	0.74
Q5	Lag time after appt request	88 (15)	88 (13)	33–100	33–100
Q6	Wait after arrival	82 (16)	82 (14)	50–100	50–100
Q7	Availability of appt time	87 (15)	87 (13)	33–100	50–100

Italicized numbers are domain results.

Both = Internet-based and paper SCA (n = 131); paper = paper SCA (n = 70); Internet = Internet-based SCA (n = 61); Appt = Appointment.

^aSee Appendix for details of each satisfaction domain question.

^bCorrelation of paper and Internet survey responses of participants who completed both surveys.

SCA, Service Satisfaction Scale for Cancer Care.