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研究生:楊賢
研究生(外文):Duong, Thi Hien
論文名稱:越南私立綜合醫院服務品質和患者滿意度之研究
論文名稱(外文):A Study of Service Quality and Patients Satisfaction at Private General Hospital in Vietnam
指導教授:洪文夏洪文夏引用關係
指導教授(外文):Hung, Wen Shai
口試委員:何淑熙高中
口試委員(外文):Ho, Shi-HsiKao, Martin
口試日期:2022-05-06
學位類別:碩士
校院名稱:靜宜大學
系所名稱:寰宇管理碩士學位學程
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2022
畢業學年度:110
語文別:英文
論文頁數:77
外文關鍵詞:Service QualityPatients SatisfactionPrivate General HospitalsViet Nam
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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
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