Nguyen Nhi Xuan, Tran Khoa, Nguyen Tuyet Anh
Faculty of Business Administration, Nguyen Tat Thanh University, Ho Chi Minh City, Vietnam.
Department of Business, Minerva University, San Francisco, CA, USA.
Patient Prefer Adherence. 2021 Nov 17;15:2523-2538. doi: 10.2147/PPA.S333586. eCollection 2021.
Recent literature on healthcare quality demands more contextualized and patient-perspective research, as models from developed countries are not suitable for developing countries. Moreover, research on private healthcare services in Vietnam has long been underestimated by academia, but it has significant economic and commercial value. Hence, this study explores the dimensions of service quality in private healthcare and how they impact in-patient satisfaction, perceived value, and customer loyalty in Vietnam.
This mixed-method study had a sample size of five inpatients for the qualitative phase and 368 inpatients for the quantitative phase from hospitals in Vietnam. The qualitative analysis explores service quality dimensions in private healthcare and incorporates them with the literature to develop a conceptual model. The quantitative phase tests the relationship between each construct in the conceptual model via structural equation modeling.
The four dimensions of service quality were emotion, function, social influence, and trust. Most of these dimensions have a significant impact on customer perceived value and satisfaction. However, emotion does not significantly influence customer perceived value, and function does not considerably impact customer satisfaction. In addition, social influence is an underrepresented variable in the service quality literature, but it has the most substantial impact on customer perceived value and customer satisfaction. The quantitative results also confirm that customer satisfaction and customer perceived value significantly impact customer loyalty (word-of-mouth and revisit intention); however, customer perceived value does not significantly impact customer satisfaction.
The study suggests that private healthcare providers and the government in Vietnam should allocate resources to improve service quality. Practitioners should invest in social branding and e-services to reach out to their customers. Future research should focus on a cost-benefit analysis and compare the effectiveness of service quality dimensions on customer behavioral intention.
近期有关医疗质量的文献要求开展更具情境化且以患者为视角的研究，因为发达国家的模式并不适用于发展中国家。此外，越南私立医疗服务的研究长期以来被学术界低估，但其具有重大的经济和商业价值。因此，本研究探讨了越南私立医疗服务质量的维度及其对住院患者满意度、感知价值和客户忠诚度的影响。
这项混合方法研究在定性阶段选取了5名住院患者作为样本，在定量阶段从越南的医院选取了368名住院患者。定性分析探索了私立医疗服务质量的维度，并将其与文献相结合以构建一个概念模型。定量阶段通过结构方程模型检验概念模型中各构念之间的关系。
服务质量的四个维度为情感、功能、社会影响和信任。这些维度中的大多数对客户感知价值和满意度有显著影响。然而，情感对客户感知价值没有显著影响，功能对客户满意度也没有太大影响。此外，社会影响在服务质量文献中是一个未得到充分体现的变量，但它对客户感知价值和客户满意度的影响最大。定量结果还证实，客户满意度和客户感知价值对客户忠诚度（口碑和再次光顾意愿）有显著影响；然而，客户感知价值对客户满意度没有显著影响。
该研究表明，越南的私立医疗服务提供者和政府应分配资源以提高服务质量。从业者应投资于社会品牌建设和电子服务以拓展客户群体。未来的研究应侧重于成本效益分析，并比较服务质量维度对客户行为意向的有效性。
