| dc.description.abstract | Customer satisfaction and customer loyalty are very popular in recent researches. The
popularity of these researches emphasizes the importance of customers in the company success.
The customer loyalty is also the company’s competence when competing with other rivals.
Healthcare is also one of services industries; however, it does not receive enough concerns for
building the satisfaction of patients as well as the quality of services.
Hence, the study would take care of this issue and analyze the relationship of Service
quality and Patient Loyalty in private health sector. In specific, the questions of whether the
factors in Service quality have an impact on Patient Satisfaction and Patient Loyalty could be
answered sufficiently. The development of private healthcare sector is inevitable and essential in
Vietnam healthcare situations nowadays. Because of the overloading of public sector, people
have a tendency to switch to private health facilities. The improvement for private sector’s
services not only gains themselves benefits but also contributes to the whole healthcare system
and the society in general.
Analyzing process includes designing theoretical framework, distributing the
questionnaire, proceeding data and making conclusion and recommendation. After all the work
mentioned, the findings pointed out the four factors of Service quality (Personal Services,
Physical Facilities, Administrative Services and Hotelier Services) affect the Patient Satisfaction
and Patient Loyalty. | en_US |
