Determinants of patient satisfaction of hospital service in Vietnam

• Main Authors: LAM, THUY VY, 林翠薇
• Other Authors: Day, Jen-Der
• Format: Others
• Language: en_US
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/7xyna5

碩士 === 國立高雄科技大學 === 工業工程與管理系 === 107 === In the past, people would go to hospital when they have illnesses/disease or cases of emergency, but in modern time, people tents to be more attentive to prevention and promoting health awareness thus their visits to hospitals are not just to receive quality treatment but expect more services that would ensure total quality healthcare experience. So it is important to get the best satisfaction from the customer. This study aims to examine and analyze the factor affecting Vietnamse customer’s perception of satisfaction with hospital service. In this study, an investigation was implemented by surveying satisfaction from customer perception. The thesis was divided into four factors including assurance, communication, discipline, responsive, and two factors including hospital staff and facilities. The study analyzed through important steps: Demographic analysis, One-way ANOVA analysis, Exploratory Factor Analysis, Reliability Analysis, Correlation Analysis and Multiple Linear Regressions to test 7 hypothesis. To achive the best result so regression equation is to use in this research as it allows to make presictions about data, Two equations have been developed to predict changes in dependent variables (hospital staff and facilities) that respond quickly to changes in independent variables (Communication, Assurance, Discipline and Responsiveness). Keywords: Perception of Satisfaction, Healthcare Insurance Service, Service Quality, Quality Dimensions.