LAUSR

The present study was inspired by the model formulated by Coutinho (2018) and had the objective of estimating the satisfaction of oncological outpatients with the service rendered by José Alencar Gomes da Silva National Cancer Institute (INCA), part of the Brazilian National Health Service. For that purpose, we employed a quantitative approach with explanatory focus. The data were collected by a structured questionnaire, applied to a sample of 434 INCA outpatients. The data were treated with structural equation modeling (SEM) based on partial least squares (PLS). The results indicate that the corporate image of INCA is the main factor positively influencing patients’ satisfaction, with other positive factors being the quality of the medical service and quality of the installations. These findings are socially relevant, since other research has demonstrated that patients’ satisfaction produces psychological effects that strengthen the body’s defense and increase their motivation and discipline to follow the treatment regimen, which can contribute to their recovery.