The influence of perceived medical service quality on patient satisfaction and word-of-mouth intention: Evidence from Vinmec Nha Trang hospital

Abstract

This study surveyed 321 patients at VINMEC Nha Trang International General Hospital through face-to-face interviews using a structured questionnaire, with the aim of examining the key dimensions of medical service quality that influence patient satisfaction. Mixed methods were employed, combining qualitative techniques for scale development and refinement with quantitative analyses, including reliability testing, exploratory factor analysis, and structural equation modeling. The findings revealed that the impact of service quality components on patient satisfaction ranked as follows: (1) Assurance, (2) Reliability, (3) Tangibles, (4) Responsiveness, and (5) Empathy. Furthermore, patient satisfaction was found to exert a strong influence on positive patients’ word-of-mouth intentions regarding service quality. Based on these insights, the study offers several managerial implications for enhancing service quality and patient experience, thereby fostering their greater trust and loyalty. Moreover, the results provide a valuable empirical reference for future research on healthcare service quality management in Vietnam.