Service Quality and Its Impact on Patient Satisfaction: An Investigation in Vietnamese Public Hospitals

Công, Nguyễn Hữu; Mai, Nguyen Thi Tuyet

doi:10.24191/jeeir.v2i1.9136

Cited by 11 publications

(13 citation statements)

References 13 publications

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“…The average scores on different attributes of healthcare settings varied from 3.69/5 (lowest for hospital restrooms) to 4.17/5 (highest for medical deliveries and instruction). Using a smaller sample of patients in the North of Vietnam, Nguyen and Nguyen (2014) suggested the average satisfaction score as 3.68/5 while another study reported a lower score of 3.55/5 from a Hanoi-based group of patients [6,7]. Our findings suggest that older patients, low-income patients, female patients, those with only primary level education, patients not working for private enterprises (or foreign enterprises), and rural patients reported higher levels of overall satisfaction.…”

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

“…They found that the average score on health services quality was 3.55 (where 5 is the highest score), which was positively associated with younger age, higher-levels of income, and better health conditions. Three other studies were conducted only in the North of Vietnam [ 7 – 9 ]. Nguyen and Nguyen (2014) conducted a patient survey on 894 patients in 18 public hospitals in the North of Vietnam and suggested the average satisfaction score as 3.68 based on a 5-point Likert scale [ 7 ].…”

Section: Introductionmentioning

confidence: 99%

“…Three other studies were conducted only in the North of Vietnam [ 7 – 9 ]. Nguyen and Nguyen (2014) conducted a patient survey on 894 patients in 18 public hospitals in the North of Vietnam and suggested the average satisfaction score as 3.68 based on a 5-point Likert scale [ 7 ]. Vuong et al (2018) also conducted a survey comprising of 900 patients in five provinces in Northern Vietnam from August 2014 to June 2015 [ 9 ].…”

Section: Introductionmentioning

confidence: 99%

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Determinants of patient satisfaction: Lessons from large-scale inpatient interviews in Vietnam

Nguyễn

Nguyen

Dang³

2020

PLoS ONE

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Patient satisfaction, a healthcare recipient's reaction to salient aspects of their service experience, has been considered an important metric of the overall quality of healthcare in both advanced and developing countries. Given the growing number of studies on patient satisfaction in developing and transitioning countries, publications using high-quality patient surveys in these countries remain scarce. This study examines factors associated with inpatient satisfaction levels using nationwide, large-scale interview data from 10,143 randomized and voluntary patients of 69 large and public hospitals in Vietnam during 2017-2018. We find that older patients, poor patients, female patients, patients with lower levels of education, patients not working for private enterprises (or foreign enterprises), and rural patients reported higher levels of overall satisfaction. Health insurance is found to have positive influence on overall patient satisfaction, primarily driven by limiting patient concerns about treatment costs, as well as increasing positive perceptions of hospital staff. We further find that patients who paid extra fees for their hospital admission expressed higher scores for hospital living arrangements and medical staff, but were mostly dissatisfied with treatment costs. These findings have important policy implications for current policy makers in Vietnam as well as for other countries with limited healthcare resources and ongoing healthcare reforms.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Determinants of patient satisfaction: Lessons from large-scale inpatient interviews in Vietnam

Nguyễn

Nguyen

Dang³

2020

PLoS ONE

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“…Tangibility is the physical environment in which the provider provides service, the equipment and facilities used for delivering the service and appearance of staff (Alshatnawi and Amlus, 2016). Tangibles include medical equipment, physical care facilities and hospital physical environment and surroundings (Nguyen and Nguyen, 2014). Previously, a number of studies have found that tangibility is a significant dimension for patients to increase the level of their satisfaction (Odgerel, 2012;Alshatnawi and Amlus, 2016;Pouragha and Zarei, 2016).…”

Section: Tangibility and Outpatient Satisfactionmentioning

confidence: 99%

Service Quality and Outpatients Satisfaction in Public Hospitals in Malaysia

T’ing

Moorthy

Kee

et al. 2019

International Journal of Public Policy and Administration Resea

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The convenience sampling technique was used and 409 useful questionnaires were collected. The results showed that there is a significant positive relationship between Competency, Tangibility, Reliability and Outpatient Satisfaction. However, Responsiveness and Courtesy have a positive and insignificant relationship with Outpatients' Satisfaction. By determining the significant variables influencing outpatients' satisfaction, this study gives an insight for managers and staff of public hospitals on the effect of service quality towards outpatients' satisfaction and also recommends ways for improvement.

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Healthcare consumers’ sensitivity to costs: a reflection on behavioural economics from an emerging market

Vuong

Nguyen³

et al. 2018

Palgrave Commun

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Decision-making regarding healthcare expenditure hinges heavily on an individual's health status and the certainty about the future. This study uses data on propensity of general health exam (GHE) spending to show that despite the debate on the necessity of GHE, its objective is clear—to obtain more information and certainty about one’s health so as to minimise future risks. Most studies on this topic, however, focus only on factors associated with GHE uptake and overlook the shifts in behaviours and attitudes regarding different levels of cost. To fill the gap, this study analyses a dataset of 2068 subjects collected from Hanoi (Vietnam) and its vicinities using the baseline-category logit method. We evaluate the sensitivity of Vietnamese healthcare consumers against two groups of factors (demographic and socioeconomic-cognitive) regarding payment for periodic GHE, which is not covered by insurance. Our study shows that uninsured, married and employed individuals are less sensitive to cost than their counterparts because they value the information in reducing future health uncertainty. The empirical results challenge the objections to periodic health screening by highlighting its utility. The relevance of behavioural economics is further highlighted through a look at the bounded rationality of healthcare consumers and private insurance companies in using and providing the service, respectively.

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Service Quality and Its Impact on Patient Satisfaction: An Investigation in Vietnamese Public Hospitals

Cited by 11 publications

References 13 publications

Determinants of patient satisfaction: Lessons from large-scale inpatient interviews in Vietnam

Determinants of patient satisfaction: Lessons from large-scale inpatient interviews in Vietnam

Service Quality and Outpatients Satisfaction in Public Hospitals in Malaysia

Healthcare consumers’ sensitivity to costs: a reflection on behavioural economics from an emerging market

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