| dc.description.abstract | General practice or family doctor service has globally developed since the twentieth
century. In developed countries, like EU, USA, Canada, Australia, the general practice
service has been obtained a lot achievement for many decades. However, this concept is still
quite new to Vietnamese. With the aim of decreasing overloading at hospitals and providing
entirely medical care and better living standard for Vietnamese, the Ministry of Health plan
to develop this model nationwide. This model has been carried out at hospitals of district line
in HCMC since the early 2013. However, it is necessary to measure effectiveness and
efficiency of this service in terms of customer satisfaction, customer loyalty for long term
development, under the high potential but competitive environment. As a result, the aim of
this paper is to determine factors related to service provider inputs, comprising of
interpersonal quality, technical quality, environment quality, administrative quality,
reputation and perceived value, affecting perceived service quality, customer satisfaction and
customer loyalty.
The scale of the research focuses on analysis of individual level. The primary data
will be collected from questionnaires delivered to patients using health care service at family
doctor clinics at Hospitals of Districts 2, 10, 5 and Tan Binh. Finally, the results or findings
of the study will be examined and interpreted, based on parallel comparison with previous
research, theories and among level of surveyed factors. I hope to devote effective findings for
further reference in academy and even practice
Keywords: General practice, family doctor service, perceived service quality,
customer satisfaction, customer loyalty, interpersonal quality, technical quality, environment
quality, administrative quality, reputation and perceived service value. | en_US |
