The second victim's satisfaction index model

This article proposes a new customer satisfaction model. The purpose of the proposed model is to identify the key factors that influence the second victim's (SV's) satisfaction level. In a medical context, the SV refers to caregivers who provide all kinds of daily support to a close relative who is living with chronic and irreversible conditions, such as Alzheimer's patients.

The model is simulated from the American customer satisfaction model, but with different latent variables. Based on literature and theoretical considerations, four predictors of caregiver satisfaction were identified: knowledge, empathy, memory and lifestyle. To evaluate the research model, this study employed the partial least squares structural equation modeling technique.

Data were collected from a sample of 154 Alzheimer's caregivers over a period of three months using convenience and network sampling techniques. The analysis revealed several key findings. Both knowledge and memory had a significant and positive influence on caregivers' satisfaction, indicating the importance of cognitive resources and caregiving competence. In addition, memory and lifestyle influence empathy, suggesting that both personal reflection and healthy routines may enhance emotional attunement toward care recipients.

The main limitation we faced in this study is the difficulty in collecting a large sample size; the study relies on a sample of 154 caregivers.

This study offers valuable models that shape SV's satisfaction. By identifying and validating the roles of knowledge, memory, empathy and lifestyle, the model offers a robust framework for developing targeted interventions to support and empower caregivers.

The insights gained from this research can contribute to greater family caregivers' awareness, especially on caregiver knowledge and memory to improve the lifestyle and increase their satisfaction level when they are dealing with Alzheimer's patients.

The originality of this study lies in its optimal model results, which show the main significant factors of the SVs, which advances understanding and opens new avenues for future research.