The effect of perceived service quality on patients' bahavioral intentions - A case study in provincial hospitals in Ho Chi Minh City

Abstract

In recent years, the healthcare services provided public hospitals and patient's satisfaction have been tough controversies in Vietnam. Therefore, this research aims to elaborate the association between perceived service quality and the patient's intention of behaviors via the mediate variable being patient's fulfillment. Besides, the study also estimates the existence of patients' appreciation on the healthy service's components. Finally, the work additionally suggests some management implications for the hospital's managers and state agencies to improve the patients' satisfaction. This aims to reduce the major hospitals overloading in the recent years. The results of the study illustrates that the patient's satisfaction plays an important role in orienting the sick persons' action in the future. Moreover, the satisfaction derives from healthcare service's quality under the patient's perception. In addition, among the components of perceived service quality, the Technical and Administrative have the most significant. According to the descriptive statistics, it is easy to say that the patients underestimate the quality of healthy services provided by 2-level public hospitals in Ho Chi Minh City.