RESEARCH ON FACTORS AFFECTING CUSTOMER SATISFACTION WITH HEALTHCARE SERVICE QUALITY AT TRA VINH UNIVERSITY HOSPITAL

Abstract

This study aims to examine the  factors affecting customer satisfaction with the quality of medical examination and treatment services at Tra Vinh University Hospital. In the study, 220 customers who had undergone medicalexamination and treatment at Tra Vinh University Hospital were selected as the sample to participate in the survey. The study was conducted by using the methods of assessing the reliability of the scale by Cronbach’s Alpha, exploratory factor analysis (EFA) and regression analysis. The results show that there are six factors affecting customer satisfaction with the quality of medical examination and treatment services including (1)Information, (2) Continuity and efficiency, (3) Respect and consideration, (4) Conformity, (5) Facilities and (6) Payment of medical fees at Tra Vinh University Hospital. Based on the influence of the factors as reflected in the research results, the authors propose the administrative implications in order to improve the quality of medicalexamination and treatment services as well as to better meet the people’s needs in the services.