臺灣博碩士論文加值系統

The quality of the private hospitals is always the backbone of the system because it builds the enterprise's brand and springs revenues for the hospital; two main elements determine the business's survival. The study aims to identify service quality factors to contribute to the manager by measuring service quality and the relationship between Service Quality and Patient Satisfaction in the private general hospital in Viet Nam recently. That is always a priority for both hospitals and patients to push the healthcare market development compared to other countries in areas. The research used an online survey with 495 responders who have experience at private hospitals around Viet Nam. Descriptive statistics and T-test used for analyzing demographic data combined with Cronbach's alpha analysis, Exploratory Factor analysis, correlation, and regression analysis were utilized to process data using the SPSS program through the SERVPERF model plus the cost. The findings reveal that all six criteria studied in this study, in order of decreasing relevance, influence patient satisfaction at private general hospitals in Vietnam: Tangibles, Treatment Cost, Assurance, Empathy, Reliability, and Responsiveness on patient satisfaction measurement. These are the cornerstone that the study's findings offer private hospital management in Vietnam for managers, some recommendations for improving hospital service quality and increasing patient satisfaction.

Table of content 4
Abstract 7
Key words: Service Quality, Patient Satisfaction, Private General Hospitals, Viet Nam 6
List of Tables 8
List of Figures 10
Chapter 1: Introduction 11
1.1 The Background of This Study 11
1.2 The Motivation of This Study 11
1.3 Main Purposes of This Study 12
1.4 Project Scope 13
1.5 Research Structure 13
Chapter 2: Literature Review 15
2.1 Service Definition and Characteristics 15
2.1.1 Intangibility 15
2.1.2 Inseparability 16
2.1.3 Variability 16
2.1.4 Perishability 16
2.2 Service Quality and Customer Satisfaction 16
2.2.1 Service Quality 16
2.2.2 Customer Satisfaction 17
2.2.3 The Relationship between Service Quality and Customer Satisfaction 17
2.3 Service Quality in Healthcare Service Sector and Its Measure 18
2.3.1 Service Quality in Healthcare Service Sector 18
2.3.2 Measurement Service Quality in The Healthcare Sector to Evaluate Patient Satisfaction 18
2.3.2.a Tangible 20
2.3.2.b Reliability 20
2.3.2.c Responsiveness 20
2.3.2.d Assurance 21
2.3.2.e Empathy 21
2.4 Treatment Cost and Its Relationship with Service Quality in The Healthcare Sector to Evaluate Patient Satisfaction 22
Chapter 3 : Methology 24
3.1 Research Conceptual Famework 24
3.2 Research Design 25
3.3 Questionnaire Design 25
3.4 Population and Sample Size 28
3.4.1 Population 28
3.4.2 Sample Size 28
3.5 Data Collection 29
3.6 Data Analysis 30
3.6.1 Descriptive Statistics 30
3.6.2 Cronbach’s Alpha 31
3.6.3 Validity Test with Exploratory Factor Analysis (EFA) 31
3.6.4 Item-total Correlation Test 32
3.6.5 T-Test 33
3.6.6 Regression Analysis 34
Chapter 4: Empirical Results and Discussions 37
4.1 Descriptive Statistics 37
4.1.1 Demographic Data Statistics 37
4.1.2 The Variables Descriptive Analysis Result 41
4.2 Cronbach’s Alpha Scale Evaluation 42
4.3 Exploratory Factor Analysis - EFA 44
4.3.1 EFA Test Results of Independent Variables 44
4.3.2 EFA Test Result of The Dependent Variable 47
4.4 Correlation Analysis 48
4.5 Regression Analysis 52
4.5.1 Regression Analysis 52
4.5.2 The Different Regression Analysis Cases 57
4.6 Difference Testing T- test 58
4.6.1 Testing T- test on Gender and Patient Satisfaction 58
4.6.2 Testing T- test on Residentance and Patient Satisfaction 59
4.7 Discussions 61
Chapter 5: Conclusions 64
5.1 Main Findings 64
5.2 Recommendation Policies 65
5.3 The Limitation of This Study 66
5.4 Some Suggestions for Future Work 67
REFERENCES 68

Babakus, E., and Mangold, W., (1992), Adapting the SERVQUAL scale to hospital services: an empirical investigation, Health Sciences Research, 26(6), 767-786.
Baker, J., and Lamb, Jr., (1994), Managing architectural design service quality, Journal of Professional Services Marketing, 10(1), 89-106, DOI: 10.1300/J090v10n01_10
Carman, J., (1990), Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions, Journal of Retailing, 66(1), 33-55.
Chaka, B., (2005), Adult patient satisfaction with nursing care, Addis Ababa: Addis Ababa University Public.
Chakraborty, R., and Majumdar, A., (2011), Measuring Consumer Satisfaction in Health Care Sector: The Applicability Of SERVQUAL, Journal of Arts Science & Commerce, 2(1), 149 – 160
Choi, K., Cho, W., Lee, S., Lee, H., and Kim, C., (2004), The relationship among quality, value, satisfaction, and behavioral intention in health care provider choice: a South Korean study, Journal of Business Research, 57(8), 913-921, https://doi.org/10.1016/S0148-2963(02)00293-X.
Choi, K., Lee, H., Kim, C., and Lee, S., (2005), The service quality dimensions and patient satisfaction relationship in South Korea: Comparisons across gender, age, and types of service, The Journal of Services Marketing, 19 (3), 140-149, DOI:10.1108/08876040510596812.
Cronin, J., and Taylor, S., (1992), Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55-68, https://doi.org/10.2307/1252296
Dabholkar, (1995), The convergence of customer satisfaction and service quality evaluations with increasing customer patronage, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 8, 32–43.
Dawes, J., (2008), Do Data Characteristics Change According to the Number of Scale Points Used? An Experiment Using 5 Point, 7 Point, and 10 Point Scales, International Journal of Market Research, DOI 50. 10.1177/147078530805000106.
Field, A., (2013), Discovering Statistics using IBM SPSS Statistics (4th), Sage Publications Ltd. ISBN:978-1-4462-4918-5
Freeman, K., and Dart, J., (2008), Measuring the perceived quality of professional business services, Journal of Professional Services Marketing, 9(1), 27-47, https://doi.org/10.1300/J090v09n01_04
Giao, H. N. K., (2018), Monographic Book Measuring Service Quality in Vietnam- from the Customers Angle, Finance Publishing Hanoi, DOI: 10.31219/osf.io/cqh68.
Grönroos, C., (1998), Marketing services: the case of a missing product, Journal of Business & Industrial Marketing, 13(4/5), 322-338.
Guest, G., Bunce, A., and Johnson, L., (2006), How Many Interviews Are Enough? Field Methods - FIELD METHOD, 18(1), 59-82, DOI: 10.1177/1525822X05279903.
Ha Nam Khanh GIAO, Nguyen Thi Anh THY, Bui Nhat VUONG, Truong Van KIET, Le Thi Phuong LIEN, (2020), Outpatient Satisfaction at Private General Hospitals in Ho Chi Minh City, Vietnam, The Journal of Asian Finance, Economics and Business), 7(7), 323-334, https://doi.org/10.13106/jafeb.
Ha Phung, and Hien Tran, (2012), Customer satisfaction at Vietnam-Cuba hospital in Quang Binh province. Journal of Science (Hue University), 72B (3), 75-84.
Hair, ctg., (2009), Multivariate Data Analysis, Prentice-Hall International, 111
Jagdip, S., (1989), The Patient Satisfaction Concept: A Review and Reconceptualization, in NA - Advances in Consumer Research, (16), 176-179.
Kaiser, F., (1970), A second- generation little jiffy. Psychometrika, 35, 401–415,
http://dx.doi.org/10.1007/BF02291817
Kaiser, F., (1974), An index of factorial simplicity. Psychometrika, 39, 31–36.
Karasana, A., Erdoganb, M., and Cinarc, M., (2022), Healthcare service quality evaluation: An integrated decision-making methodology and a case study, Socio-Economic Planning Sciences, 101234, https://doi.org/10.1016/j.seps.2022.101234.
Kim, J., and Han, W., (2012), Improving service quality in long-term care hospitals: National evaluation on long-term care hospitals and employee’s perception of quality dimensions, Soong Public Health Res Perspectives, 3(2), 94–9, DOI: 10.1016/j.phrp.2012.04.005
Kotler, P; and Armstrong, M., (2004), Principles of Marketing, Upper Saddle River, NJ: Pearson/Prentice Hall.
Linh, P., Le, T., Empereur, F., and Briançon, S., (2002), Satisfaction level of patients hospitalised in Ho Chi Minh city, Vietnam. Santé Publique, 14(4), 345-360.
Mahlangu, P., and Kruger, L., (2015), The impact of the maintenance management system: a case study of the petrosa gtl refinery, The South African Journal of Industrial Engineering, 26(3), DOI:10.7166/26-3-1197
Mai Thi Tuyet Nguyen, Cong Thanh Nguyen, (2014), Service Quality and Its Impact on Patient Satisfaction: An Investigation in Vietnamese Public Hospitals, Journal of Emerging Economies and Islamic Research, 2(1), DOI:10.24191/jeeir.v2i1.9136
McElwee, G., and Redman, T., (1993), Upward Appraisal in Practice: An Illustrative Example Using the Qualed Model, Education and Training, 35(2), 27-31.
Miyamoto, K., Setsuie, R., Osada, T., and Miyashita, Y., (2018), Reversible silencing of the frontopolar cortex selectively impairs metacognitive judgment on non-experience in primates, Neuron, 97(4), 980-989.
N. Dung, (2021), Vietnamese people spend twice as much out-of-pocket on health as recommended, https://nld.com.vn/thoi-su/nguoi-viet-chi-tien-tui-cho-y-te-cao-gap-doi- khuyen-cao-2021040620523282.htm.
Nguyen P, and Wilson A., (2017), How could private healthcare better contribute to healthcare coverage in Vietnam? Int J Health Policy Manag; 6(6), 305–308, doi:10.15171/ijhpm.2017.05
Nhat Lam, (2022), Hanoi: Consecutive Covid cases peaked, causing prices to escalate, bbc.com of Viet Nam, Retrieved Feb 26, 2022, https://www.bbc.com/vietnamese/vietnam- 60538994
Oliver, L., (1981), Measurement and Evaluation of Satisfaction Process in Retail Setting, Journal of Retailing, 57(3), 25-48.
Oliver, L., (2010), Satisfaction: A Behavioral Perspective on the Consumer. Boston Irwin- McGraw- Hill, MA, https://doi.org/10.4324/9781315700892
openDevelopmentVietnam, (2021) , Population and population lookup, https://vietnam.opendevelopmentmekong.net/vi/topics/vietnams-population-and-census/
Parasuraman, A; Zeithaml, V., and Berry, L., (1994), Reassessment of expectation as a comparison standard in measuring service quality: Implication for future research. Journal of Marketing, 58(1), 111–124, DOI:10.2307/1252255
Parasuraman, A., Zeithaml, V., and Berry, L., (1985), A conceptual model service quality and its implications for future research. Journal of Marketing, 49 (4), 41-50.
Parasuraman, A., Zeithaml, V., and Berry, L., (1988); SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (10), 12-40.
Philip Kotler, (2002), Marketing Management Millennium Edition, 200-202.
Ranjbar, E., Zare, A., Arab, M., Nasiri, S., Hataminasab, S., and Bahrami, M., (2012), Analysis of SERVQUAL in Shahid Sadoghi hospital, Yazd, Iran, Hormozgan Medicin Journal, 16(4), 333–340.
Sachdev, S., and Verma, H., (2004), Relative importance of service quality dimensions: A multisectoral study, Journal of Service Research, 4(1).
Schmenner, R., (1986), “How can service businesses survive and prosper?” Sloan Management Review, 27(3), 21–32.
Scotti, D., Harmon, J., and Behson, S., (2006), Links Among High-Performance Work Environment, Service Quality, and Customer Satisfaction: An Extension to the Healthcare Sector. Journal of Healthcare Management, 52(2), 109–124. doi:10.1097/00115514- 200703000-00008
Singh, R., (2010), Patients’ perception towards Government Hospitals in Haryana. VSRD Technical & Non-Technical Journal, 1(4), 198-206.
Sodani, P., Kumar, R., Srivastava, J., and Sharma, L., (2010), Measuring patients’ satisfaction: A case study to improve quality of care at public health facilities. Indian Journal of community medicine, 35(1), 52- 73.
Spreng, R., and Mackoy, R., (1996), An empirical assessment of the servqual scale and the relationship between service quality and satisfaction ,72(2), 201- 214, https://doi.org/10.1016/S0022-4359(96)90014-7
Stusser, S., and Davis, M., (1993), Measuring patient satisfaction for improved patient service, Journal for Healthcare Quality, 15(3), 47, Doi: 10.1111/j.1945-1474. 1993.tb00104.
Suhail, P., and Srinivasulu, Y., (2021), Perception of service quality, satisfaction, and behavioral intentions in Ayurveda healthcare, Journal of Ayurveda and Integrative Medicine, 12(1), Pages 93-101, https://doi.org/10.1016/j.jaim.2020.10.011
Syed Andaleeb, Nazlee Siddiqui, and Shahjahan Khandakar, (2007), Patient satisfaction with health services in Bangladesh, UK Oxford University Press, 22(4), 263- 73, DOI:10.1093/heapol/czm017
Taherdoost, H., (2018), Determining Sample Size How to Calculate Survey Sample Size. International Journal of Economics and Management Systems, 2, https://ssrn.com/abstract=3224205.
Teas, R., (1993), Expectations, Performance, Evaluation, and Consumers’ Perception of Quality. Journal of Marketing, 57(4), 18–34.
Thambirasa S., Athula, W., and Gnanapala, C., (2015), Service Quality and Patients’ Satisfaction on Ayurvedic Health Services, American Journal of Marketing Research, 1(3), 2015, pp. 158-166, http://www.aiscience.org/journal/ajmr
ThanhNienNews, (2013), Fleeing bad hospitals, Vietnamese patients spend $2 billion abroad,
http://www.thanhniennews.com/health/fleeing-bad-hospitals-vietnamese-patients-spend- 2-billion-abroad-3636.html
Thu Hoa, (2020), Achievements in education and training through the results of the 2019
Population and Housing Census, Number and Events of Viet Nam, Retrieved December 16, 2020, http://consosukien.vn/tha-nh-tu-u-gia-o-du-c-va-da-o-ta-o-qua-ke-t-qua-to-ng- die-u-tra-dan-so-va-nha-o-nam-2019.htm
Tlatlik, R., (2016), Place-related factors, employment opportunities and international students’ migration intention Evidence from Göttingen, Germany. Department of Development
Economics, Migration and Agricultural Policy (DEMAP), University of Kassel, DOI: http://dx.medra.org/10.19211/KUP9783737600378.
Tran Van Tien, (2008), Private health and private health’s capability responsibilities for effective goals in people’s healthcare, http://www.hspi.org.vn/vcl/vn/upload/info/attach/12496185928900_Y_te_tu_nhan_va_k y_vong_ve_kha_nang_dap_ung_y_te.pdf
Untachai, S., (2013), Modeling service quality in hospital as a second order factor, Thailand. Procedia-Soc Behav Sci, 88, 118–33, https://doi.org/10.1016/j.sbspro.2013.08.487
Vietnamplus, (2020), The push for the private health system to make a spectacular breakthrough, http://tuyengiao.vn/y-te-cong-dong/ nhung-cu-hich-de-he-thong-y-te-tu- nhan-but-pha-ngoan-muc,https://www.vietnamplus.vn/nhung-cu-hich-de-he-thong-y-te- tu-nhan-but-pha-ngoan-muc/613309.vnp
World Bank, (2021), The Context of Viet Nam,
https://www.worldbank.org/vi/country/vietnam/overview#1
Yousapronpaiboon, K., and Johnson W., (2013), Out-patient service quality perceptions in private Thai hospitals, Int J Bus Soc Sci ; 4, 338–355, DOI:10.1108/LHS-07-2012-0023
Zeithaml, V., and Bitner, M., (1996), Services marketing, New York: McGraw Hill.
Zeithaml, V., Berry, L., and Parasuraman, A., (1993), Nature and Determinants of Customer Expectations of Service, Journal of the Academy of Marketing Science, 21(1), 1–12.