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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/876
Title: The determinants and the outcomes of patient satisfaction - a case of public hospital in Vietnam
Authors: Tran Bich Ngan 
Keywords: Patient's satisfaction;Healthcare service;Public hospital
Issue Date: 2017
Publisher: Vietnamese-German University
Abstract: 
Purpose – The research aims to determine the relationships between five constructs of service quality (SERVQUAL), consumer value, patient satisfaction, behavioral intentions and positive word-of-mouth in the context of public hospital in Vietnam.
Design/methodology/approach – Five constructs of SERVQUAL (Parasuraman, 1985) including tangibles, reliability, responsiveness, assurance and empathy, were engaged in the model to test their relationships with consumer value composed of three values (social, emotional, money), then with patient satisfaction. The structural equation modeling (SEM) was used to test simultaneously the determinants and also the outcomes of satisfaction like behavioral intentions and positive word-of-mouth.
Findings – The study included 650 respondents. From SEM analysis, five constructs of service quality have positive relationships on consumer value (P<0.001). Tangibles has lowest estimate with 0.068, assurance and empathy have highest estimate with 0.548 and 0.51, respectively. On the other hand, the consumer value has impact on patient satisfaction (estimate 0.957 at P<0.001). Patient satisfaction has positive effects on behavioral intentions (estimate 0.686 at P<0.001) and positive word-of-mouth (estimate 0.741 at P<0.001). Consumer value has positive effects to positive word-of-mouth (estimate 0.448, P=0.002) but the relationship from value to intentions was not established.
Research limitations – Research was conducted in a public hospital with 73.3% patients using services paid by social insurance.
Practical implications – Consumer value has high contribution to satisfaction and fully mediated the effects of service quality on patient satisfaction. Assurance refers to health care staff members’ knowledge giving patient safe feeling that has the most contribution to value among SERVQUAL constructs.
Originality/value – The consumer value has fully mediated the effects of service quality on patient satisfaction in the researched public hospital.
URI(1): http://epub.vgu.edu.vn/handle/dlibvgu/876
Rights: Attribution-NonCommercial 4.0 International
Appears in Collections:MBA

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