Out-patient satisfaction of medical service at Phu Nhuan Hospital

Abstract

The main purpose of the study was to investigate the factors influence patient satisfaction at Phu Nhuan hospital. A critical literature review had been presented. Based on the related theories and methods, a quantitative survey had been conducted. A total number of 300 questionnaires were collected in this study. The findings suggested that patient satisfaction had a significant relation with service quality. To support the research, the seven hypotheses were designed: H1: Tangible has a positive effect on customer satisfaction. H2: Assurance has a positive effect on customer satisfaction. H3 Empathy has a positive effect on customer satisfaction. H4: Responsiveness has a positive effect on customer satisfaction H5: Reliability has a positive effect on customer satisfaction H6: Technical quality has a positive effect on customer satisfaction H7: Invoice service has a positive effect on customer satisfaction Based on the analysis and discussion, the conclusion had been presented and the new conceptual framework has been drawn. The study has been concluded by presenting the limitations of the research and the recommendations for the future research. Keywords: out-patient, hospital, satisfaction.