Keywords
public hospital
PLS-SEM
Abstract
The healthcare sector is becoming more competitive in Vietnam since patients now expect a higher level of service quality. This paper aims to investigate the impact of service quality dimensions on patient satisfaction in selected public hospitals in Hue city - the central region of Vietnam. Data were collected from 354 patients using a structured questionnaire. The second-generation analytical method (SmartPLS) was utilized to identify factors influencing the satisfaction of patients. The results of this study show that all five factors of healthcare service: hospital assurance; responsiveness; empathy; reliability and facilities were the significant predictors of patient satisfaction and these factors can explain 61.9 percent of the variance in patient satisfaction. Among these factors, hospital facilities and empathy were the most important predictors. The implication is that to keep patients satisfied with the hospital services, the public hospitals should invest more in equipment and improve the interaction process between patients and staff.
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