Evaluate customer perception about service quality at a specific hospital in ho chi minh city _The case of thong nhat hospital

Abstract

Healthcare industry develops faster than it used to be in the past because of the support of technology development and its practical applications. Physicians nowadays can cure patients’ desease better and hospital can bring patient good healthcare, each hospital has their own standard and healthcare management system based on the hospital size, staff’s quality, policy, technology and so on. The reality in Vietnam healthcare service still has some limitations affecting on customer perception about service quality of hospital. Therefore, purpose of this study is to evaluate customer perception about service quality at Thong Nhat hospital. This topic gives us a chance to look closer what customer perception of Thong Nhat hospital is by conducting in-depth interview and what factors of service quality can influence on customer perception and how strong these effects are. Factors in this research include Tangible, Reliability, Responsiveness, Assurance and Empathy. We conducted the questionnaire with 36 questions, 322 respondents who are patients or patients’ relative. After checking and examining, 310 respondents were suitable to run the SPSS. Reliability, Responsiveness and Assurance were the 3 left after muilti regression analysis, this analysis proved positive relationship and significant influence on customer percecption at Thong Nhat hospital of these factors. We also came up with some recommendations for Thong Nhat hospital to improve their customer perception about service quality. The main contribution of this study for Thong Nhat hospital is to find out service quality’s factors influencing customer perception.