SATISFACTION ON QUALITY OF HEALTH CARE SERVICES AT HUE UNIVERSITY HOSPITAL
Abstract
This study focuses on examining the patient's satisfaction on quality of health care services at Hue University Hospital. Data were collected from 200 patients. The scale of measuring the quality of health care services was developed based on the SERVQUAL scale. Reliability and validity of the scale were evaluated by Cronbach’s Alpha and Exploratory Factor Analysis (EFA). Results from multi linear regression shows that there are six components playing an important role in the contribution of patient's satisfaction, in which highest impact on patient's satisfaction is Assurance (0.403), following is Tangible (0.208), Price (0.184), Image (0.170), Trust (0.160) and Reliability (0.100).
References
Anderson, E.(1995) “Measuring service quality in a university health clinic”, International Journal of Health Care Quality Assurance, vol. 8(2), p. 32-37.
Churchill Jr, G.A., (1979),"A paradigm for Developing Better Measures of Marketing Constructs", Journal of Marketing Research, Vol. 19, February, pp. 64-73.
F. N. Youssef, D. Nel, and T. Novaird, “Health care quality in NHS hospitals”, International Journal of Health Care Quality Assurance Vol. 9, No. 1, pp. 15-29, 1996
Hoàng Trọng và Chu Nguyễn Mộng Ngọc (2008), Phân tích dữ liệu nghiên cứu với SPSS, Nhà Xuất bản Thống kê, Hà Nội.
P C. Lim and N. K.H. Tang, “A study of patients’ expectations and satisfaction in Singapore hospitals”, International Journal of Health Care Quality Assurance,Vol. 13, No. 7, pp. 290-299, 2000
Parasuraman A., Zeithaml V. A. và Berry L.L. (1988), 'Servqual: A multiple-item scale for measuring consumer perception of service quality', Journal of Retailing, 64, 12-40
Shelton, Partrick J. (2000), Measuring and Improving Patient Satisfaction, Copyright 2000 by Aspen Publisherm Inc., pp 16 – 24.
Zeithaml, V. and Bitner, M. (2003) Service Marketing: Integrating Customer Focus across the Firm, McGrawHill, New York.
