Analysis of Service Quality Factors Affecting Patient Satisfaction at the Outpatient Department of People's Hospital 115, Ho Chi Minh City

Abstract

This study analyzes the impact of service quality on patient satisfaction at the Outpatient Department of People’s Hospital 115, Ho Chi Minh City. The results indicate that four factors have a positive and statistically significant impact on patient satisfaction: (i) Empathy; (ii) Assurance; (iii) Reliability; and (iv) Tangibles. The remaining factor, "Responsiveness," was found to be statistically insignificant in the regression model and was therefore rejected