Patient satisfaction in general public hospitals in Ho Chi Minh City: Approach to hierarchical model

Abstract

Using a new way to approach the perceived quality of service introduced by Brady and Cronin (2001), this study determines and measures key factors that affect patients’ satisfaction in some general public hospitals in Ho Chi Minh City. Data were collected from 379 patientsin Thống Nhất, Chợ Rẫy and 175 hospitals. Reliability analysis by Cronbach’s alpha, EFA, and regression analysis were used to interpret the data and the proposed model. The result shows that, to accommodate this model to patients’ perception in Ho Chi Minh City, some factors of the proposed model should be changed. Thus, the experience of patients during their stay in the hospitals, environment in hospitals and their medical expenses affect patients’ satisfaction.

Keywords

• sự hài lòng
• dịch vụ
• khám chữa bệnh
• bệnh nhân
• bệnh viện