Service Quality and Patient satisfaction & loyalty in public hospitals in Ho Chi Minh City
Huyen, Tran Thi Hong (2016)
2016
Johtamiskorkeakoulu - School of Management
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Hyväksymispäivämäärä
2016-07-11
Julkaisun pysyvä osoite on
http://urn.fi/URN:NBN:fi:uta-201609022218
http://urn.fi/URN:NBN:fi:uta-201609022218
Tiivistelmä
The objective of this study is to examine the connection between the service quality and patient satisfaction and loyalty in Ho Chi Minh City public hospitals. This research is about to determine the dimensions of service quality, especially in health care sector. The most concentration is on the relationship between service qualities regarding to physical environment, interaction quality and outcome quality relating to patient satisfaction, patient loyalty in the context of public hospitals in Ho Chi Minh City. Subjects of the research are in-patients who have experience in health care service in these hospitals.
This research is conducted in ten hospitals in Ho Chi Minh City only such as Nguyen Tri Phuong Hospital, People's Hospital 115, People's Hospital Gia Dinh, Trung Vuong Hospital, Binh Dan Hospital, Hung Vuong Hospital (obstetrics, gynecology), Children's Hospital 1, Children's Hospital 2, Tu Du Hospital (obstetrics, gynecology) and Oncology Hospital.
The results verify significant relationship among sub dimensions of physical environment quality and interaction quality (service quality) and two service performance measures: patient satisfaction, patient loyalty. Some factors that reflect the satisfaction - loyalty connection in the public health services are high switching cost, accessibility and lack of decent private healthcare services. Acquirement of long-term patient satisfaction, loyalty and image can be made possible with continuous monitoring of interaction quality and physical environment quality.
This research is conducted in ten hospitals in Ho Chi Minh City only such as Nguyen Tri Phuong Hospital, People's Hospital 115, People's Hospital Gia Dinh, Trung Vuong Hospital, Binh Dan Hospital, Hung Vuong Hospital (obstetrics, gynecology), Children's Hospital 1, Children's Hospital 2, Tu Du Hospital (obstetrics, gynecology) and Oncology Hospital.
The results verify significant relationship among sub dimensions of physical environment quality and interaction quality (service quality) and two service performance measures: patient satisfaction, patient loyalty. Some factors that reflect the satisfaction - loyalty connection in the public health services are high switching cost, accessibility and lack of decent private healthcare services. Acquirement of long-term patient satisfaction, loyalty and image can be made possible with continuous monitoring of interaction quality and physical environment quality.