FACTORS INFLUENCING PATIENTS’ SATISFACTION WITH HEALTHCARE SERVICES – A CASE STUDY OF PUBLIC HOSPITALS IN HUE CITY
PDF

Keywords

patients’ satisfaction
public hospital
PLS-SEM

Abstract

The healthcare sector is becoming more competitive in Vietnam since patients now expect a higher level of service quality. This paper aims to investigate the impact of service quality dimensions on patient satisfaction in selected public hospitals in Hue city - the central region of Vietnam. Data were collected from 354 patients using a structured questionnaire. The second-generation analytical method (SmartPLS) was utilized to identify factors influencing the satisfaction of patients. The results of this study show that all five factors of healthcare service: hospital assurance; responsiveness; empathy; reliability and facilities were the significant predictors of patient satisfaction and these factors can explain 61.9 percent of the variance in patient satisfaction. Among these factors, hospital facilities and empathy were the most important predictors. The implication is that to keep patients satisfied with the hospital services, the public hospitals should invest more in equipment and improve the interaction process between patients and staff.

https://doi.org/10.26459/hueunijed.v130i5B.6656
PDF

References

  1. Meesala, A. and J. Paul (2018), Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future, Journal of Retailing and Consumer Services, 40, 261–269.
  2. Thua Thien Hue statistics Office (2021), Thua Thien Hue statistical yearbook, T.T.H.s. Office, Editor, Statistical Publishing House.
  3. P. Pai, Y. and S. T. Chary (2013), Dimensions of hospital service quality: A critical review: Perspective of patients from global studies, International journal of health care quality assurance, 26(4), 308–340.
  4. Ramli, A.H. (2019), Patient Satisfaction, Hospital Image and Patient Loyalty in West Sulawesi Province, Business and Entrepreneurial Review, 17(1), 1–14.
  5. Rahman, M. and V. Raju (2021), Determinants of Patient satisfaction that impact hospital quality improvement: Evidence from a systematic literature review, Annals of the Romanian Society for Cell Biology, 13265–13282.
  6. Salehi, A., et al. (2018), Factors influencing the inpatients satisfaction in public hospitals: a systematic review, Bali Med J, 7(1), 17–26.
  7. Parasuraman, A., V.A. Zeithaml, and L.L. Berry (1985), A conceptual model of service quality and its implications for future research, Journal of marketing, 49(4), 41–50.
  8. Clapton, J.D. (2013), Measuring service quality in a private hospital.
  9. Taner, T. and J. Antony (2006), Comparing public and private hospital care service quality in Turkey, Leadership in Health Services, 19(2), 1–10.
  10. Irfan, S., A. Ijaz, and M. Farooq (2012), Patient Satisfaction and Service Quality of Public Hospitals in Pakistan: An Empirical Assessment, Middle-East Journal of Scientific Research, 12(6), 870–877.
  11. Anderson, E.A. (1996), Measuring service quality at the university of Texas MD Anderson cancer center, International Journal of Health Care Quality Assurance.
  12. Wong, J.C. (2002), Service quality measurement in a medical imaging department, International Journal of Health Care Quality Assurance, 15(5), 7.
  13. Azizan, N.A. and B. Mohamed (2013), The effects of perceived service quality on patient satisfaction at a public hospital in state of Pahang, Malaysia, Encounter, 2(3), 307–323.
  14. Padma, P., C. Rajendran, and P.S. Lokachari (2010), Service quality and its impact on customer satisfaction in Indian hospitals: Perspectives of patients and their attendants, Benchmarking: An International Journal, 17(6), 35.
  15. Yang, J., H. Yang, and X. Chen (2015), Evaluation Model for Hospital Service Quality.
  16. Boadi, E.B., et al. (2019), Impact of service quality on customer satisfaction in Ghana hospitals: A PLS-SEM approach, Canadian Journal of Applied Science and Technology, 7(3).
  17. Juhana, D., et al. (2015), Empirical study on patient satisfaction and patient loyalty on public hospital in Bandung, Indonesia, International Journal of Applied Business and Economic Research, 13(6), 4305–4326.
  18. Giao, H.N.K., et al. (2020), Outpatient satisfaction at private general hospitals in Ho Chi Minh City, Vietnam, Journal of Asian Finance, Economics and Business, 7(7), 323–334.
  19. Aladwan, M.A., et al. (2021), The relationship among service quality, patient satisfaction and patient loyalty: case study in Jordan Mafraq hospital, Linguistics and Culture Review, 5(S3), 27–40.
  20. Hair Jr, J.F., et al. (2017), A primer on partial least squares structural equation modeling (PLS-SEM), Sage publications.
  21. Hair, J.F., et al. (2019), When to use and how to report the results of PLS-SEM, European Business Review, 31(1), 2–24.
  22. Sarstedt, M., C.M. Ringle, and J.F. Hair (2020), Partial Least Squares Structural Equation Modeling, in Handbook of Market Research, C. Homburg, M. Klarmann, and A.E. Vomberg, Editors, Springer International Publishing: Cham, 1–47.
  23. Purcărea, V.L., I.R. Gheorghe, and C.M. Petrescu (2013), The Assessment of Perceived Service Quality of Public Health Care Services in Romania Using the SERVQUAL Scale, Procedia Economics and Finance, 6, 573–585.
  24. Ladhari, R. and B. Rigaux-Bricmont (2013), Determinants of patient satisfaction with public hospital services, Health marketing quarterly, 30(4), 299–318.
  25. Le, P.T. and G. Fitzgerald (2015), A study on patient satisfaction at Khanh Hoa Provincial general hospital, Asia Pacific Journal of Health Management, 10(3), GS17.
  26. Al-Damen, R. (2017), Health care service quality and its impact on patient satisfaction case of Al-Bashir Hospital, International Journal of Business and Management, 12(9), 17.
Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Copyright (c) 2021 Array