PATIENT’ SATISFACTION AND QUALITY OF HEALTHCARE: CASE OF HOSPITALS IN HO CHI MINH CITY

Abstract

The study aims to assess the patient’ satisfaction by using a new method called SERVQUAL technique which conducted in Ho Chi Minh City (HCMC)’ hospitals. This technique will measure the gap between patients’ expectation and their perception followed 6 dimensions of inpatient healthcare service in a public hospital and a private hospital. The higher the gap score is, the greater patients satisfy. On the other hand, this technique will also measure the importance weight of each dimension and combine with the gap score to rank the quality of dimension. The final results showed that in public and private hospital at this moment, their healthcare service in two HCMC’ hospitals have not met patients’ expectations, although in public hospital, in each dimension, the gap score is better than in private hospital. In other words, to rank the quality of each dimension will help two hospitals in term of determining their weakness which should be improved in the future.