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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/854
Title: Determinants of factors affect to customer satisfaction in healthcare service in district 2 and district 9 in HCMC in Vietnam
Authors: Nguyen Ba Thanh 
Keywords: Customer satisfaction;Patient's satisfaction;Healthcare service
Issue Date: 2014
Publisher: Vietnamese-German University
Abstract: 
This dissertation is focused on measuring the medical care service quality which affect to patient‟s satisfaction in District 2 and District 9 of Ho Chi Minh City (HCMC). The outcome of the research would bring to the readers a real look about current situation of healthcare service quality as well as patient‟s satisfaction when choosing medical service in this region.
In order to ensure that service quality measuring is exact, the study applied SERVQUAL model which proposed by innovators Parasuraman, Zeithaml and Berry in 1985 and applied in many previous researches in healthcare sector. In general, SERVQUAL model includes five main factors: tangibility, reliability, responsiveness, assurance and empathy which cover overall quality service provided in healthcare field.
The author carried out the research through 286 samples gathered from 300 samples delivered. Participants of the study are patients who have been being examined and treated at medical centers in this region such as hospital, clinic or even a small healthcare center.
After surveying and analyzing the collected data, the result indicates that a major number of patients are not satisfied with service quality provided. The detail of each factor will be particularly displayed in next portions of this report.
With only 286 respondents, the result of the research could not fully express the evaluation of all people who living in District 2 and District 9. However, this limitation is also a strong point of the study when it opens a trend to research about customer satisfaction in healthcare field in HCMC in the future. May be it will not only stay in a narrow region such district 2 and 9 that it will be developed to cover all HCMC region or specialized in a detail such as dental clinic, eyes clinic, etc.
URI(1): http://epub.vgu.edu.vn/handle/dlibvgu/854
Rights: Attribution-NonCommercial 4.0 International
Appears in Collections:MBA

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