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VGU RESEARCH REPOSITORY


Please use this identifier to cite or link to this item: https://epub.vgu.edu.vn/handle/dlibvgu/845
Title: Customer perceived value in private healthcare services in HCMC
Authors: Nguyen Thi Hong Cuc 
Keywords: Customer perceived value;Healthcare service;Private healthcare
Issue Date: 2017
Publisher: Vietnamese-German University
Abstract: 
Purpose: The purpose of this research is to analyses the multi-item dimensionality of patients’ perceived value in private healthcare service in Ho Chi Minh city, Viet Nam.
Research Method: A total of 321 patients or their families’ members were surveyed. And 300 of 321 qualified respondents completed the questionnaire. Sample population was collected through convenience sampling procedure, i.e. online survey. Descriptive Analysis, Reliability Test, Exploration Factor Analysis, Correlation Analysis and Regression Analysis were carried out to reach the final data analysis. A scale of overall perceived value in health service was developed, which was composed of seven dimensions and represented by 32 observed variables. These dimensions were: four functional values including Establishment/ Installation,
Professionalism, Price, and Service Quality, two emotional values (Control and Novelty), and Social value.
Findings: The results indicated that perceived value was a multidimensional construct contributed by seven dimensions. In other words, all dimensions have significant effects on perceived value of patients in private healthcare services. However, it is interesting to find that emotional value-Novelty is the most influencing factor to patient perceived value, following by Establishment and Service quality respectively while Social value, Price, Professionalism and Control have lesser effects.
Research limitation: This study performed a convenient sampling of patients or their families' members who ever used services of private hospitals and clinic centers in Ho Chi Minh City during the past year. In addition, most of the participants were from network of the researcher. Therefore, the demographic data cannot present for general population of this city nor any specific hospital /clinic center. Moreover, this research was focused on private health care services while the public sector should be taken into account to check if its conclusions can be applied to health in general.
Recommendations: Private hospitals managers should pay more concern to the subdimensions of the patient value inclined to their own hospitals and they regularly examine the situation of these dimensions, a first step to achieve patient satisfaction, purchase and repurchase intention and loyalty. And future studies should diversify the source of participants or choose different target groups of patients subject to each research’s purposes. The similar researches can be done in different areas to explore more about the customer’s insights. Furthermore, it is necessary to carry out further and deeper studies on this subject to find out which factors contribute to perceived value of patients and their influences.
URI(1): http://epub.vgu.edu.vn/handle/dlibvgu/845
Rights: Attribution-NonCommercial 4.0 International
Appears in Collections:MBA

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