The Relationship between Service Quality and Patient Satisfaction in Bacninh Health Care Center

• Main Authors: Tien Nguyen, Nguyen Quang Tien
• Other Authors: Wan-Ching Chang
• Format: Others
• Language: en_US
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/66155076900970164984

碩士 === 義守大學 === 企業管理學系 === 105 === This research objective is to investigate the relationship between service quality of BHCC and patient satisfaction. This study uses servqual model to conduct the survey with 180 patients who are treating in the Bac Ninh Health Care Center (BHCC). Cronbach alpha has adopted to test reliability. Regression, t-test and anova is used to test the hypothesis. the result shows that there are not all the coefficients of the regression equation are positive; it means that all 5 factors studied have a positive impact on the patient satisfaction. The result of t-test and anova method shows that there is no difference from sex, education level, type of patient in satisfaction. However, the result shows the difference among age of patient with service satisfaction. This is indicated that the the older people who have more more satisfied than others it can be discuss that the older people have satisfaction trend since they have long time using the health care service at BHCC and as the result of regression shows that the center have many improve in service quality in order to satisfy the Patients show they compare for the past and now of service quality and fell satisfaction.