Tạp chí Học viện Tài chính xuất bản năm 2025

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Influence of medical examination and treatment’s service quality on outpatients’ satisfaction
(Học viện Tài chính, 2025) Pham Thi Thuy Van PhD; Le Thi Hai Ha PhD; Nguyen Trong Than Assoc.Prof.PhD; Nguyen Thi My Hanh MSc
In many organizations, especially those dealing with services, customer satisfaction is considered a challenge (Pula, 2022). The study is grounded in the previous studies on customer satisfaction and service quality. The purpose of this study is to examine the relationship between medical examination, treatment’s service quality at Bach Mai Hospital, and outpatients’ satisfaction. Between April and June 2023, the outpatients in Bach Mai Hospital will be surveyed. There were 327 respondents in the data collection, based on exploratory factor analysis, linear regression, and scale reliability analysis. According to the study, outpatients’ satisfaction, medical examinations, and treatment’s service quality at Bach Mai Hospital are positively correlated. The effects of the medical examination and treatment’s service quality at the component level, however, vary. The findings of the study imply that outpatients should choose hospitals that provide high-quality services. There are some suggestions on how to enhance the caliber of their services and the growth of this industry in Vietnam. The study advances our knowledge of Bach Mai Hospital’s levels of service quality.