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http://dx.doi.org/10.13106/jafeb.2021.vol8.no12.0553

The Relationship between Hospital Service Quality and Customer Satisfaction: An Empirical Study from Vietnam  

NGUYEN, Ngoc Mai (ThuDauMot University)
DUONG, Thi Thu Ly (ThuDauMot University)
Publication Information
The Journal of Asian Finance, Economics and Business / v.8, no.12, 2021 , pp. 553-561 More about this Journal
Abstract
Health services in developing countries are increasingly focused on satisfying the needs of customers. During the COVID-19 pandemic, many patients have anxiety when going to hospitals for medical treatment. The pressures brought by the pandemic have overwhelmed the hospital system in Vietnam. This has caused the quality of service at these hospitals to decrease because they have focused on the goal of preventing the spread of the virus. Therefore, hospitals, especially private hospitals, need many solutions to improve the quality of their services. This study evaluated the impact of these factors on hospital service quality, as well as the influence of customer service quality on patient satisfaction. The survey was conducted from January 2021 to September 2021 and data was collected directly from 539 patients at Van Phuc Hospital 1. The results show that 4 factors affect the service quality of the hospital, as well as the service quality affecting patient satisfaction, in which, the strongest impact on the service quality of the hospital is the service attitude and professional capacity of the medical team. In the context of the COVID-19 epidemic, this study implies that if the hospital service is good, the customers' peace of mind and satisfaction will be enhanced.
Keywords
Hospital; Service Quality; Patients Satisfaction; Service Attitude;
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