Articles Vol. 66 No. CĐ16-HNKH Bệnh viện Nhi Đồng 2 02/10/2025

21. THE RELATIONSHIP BETWEEN HEALTHCARE SERVICE QUALITY AND PATIENT SATISFACTION AT CHILDREN HOSPITAL 2

Huynh1, Nguyen Thi Yen Phuong1, Nguyen Thi Le My1, Tran Thi Thao Suong1, Tran Tuan Kiet1
1 Bệnh viện Nhi Đồng 2
Corresponding author: thanhbinhciii@gmail.com
DOI: 10.52163/yhc.v66iCD16.3333
21 Views
19 Downloads
Keywords
Healthcare service quality, patient satisfaction, Children Hospital 2.
Abstract

Background: Healthcare service quality plays a vital role in determining patient satisfaction. Evaluating this relationship helps healthcare providers enhance service effectiveness and patient experience. This study aimed to examine the relationship between healthcare service quality and patient satisfaction at Children Hospital 2, Ho Chi Minh City.

Methods: A mixed-methods design was employed, integrating both qualitative and quantitative approaches. Quantitative data were collected via structured surveys from patients and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Six service quality dimensions were examined: Doctor’s Communication, Tangibles, Responsiveness, Empathy, Assurance, and Reliability.

Results: All six service quality factors showed statistically significant and positive impacts on patient satisfaction. Among them, “Doctor’s Communication” (w = 0.725) and “Assurance” (w = 0.680) were the most influential contributors to satisfaction levels. The model explained 78.5% of the variance in overall patient satisfaction.

Conclusion: The findings confirm the critical role of healthcare service quality in shaping patient satisfaction, with a particular emphasis on communication skills and professional competence of healthcare staff. These insights provide a scientific foundation for Children Hospital 2 and similar institutions to formulate targeted strategies for service improvement and patient-centered care.

References
[1]
Ngô Trí Tuấn . (2023), " Sự hài lòng của người bệnh với chất lượng dịch vụ y tế tại khoa khám bệnh Bệnh viện Thận Hà Nội năm 2023 và một số yếu tố liên quan", Tạp chí Nghiên cứu Y học. 169(8), pp. 300-309. Google Scholar
[2]
Lưu Văn Tường (2024), "Thực trạng và một số yếu tố liên quan đến sự hài lòng của người bệnh về dịch vụ khám chữa bệnh tại Khoa Răng Bệnh viện Trung ương Quân đội 108 năm 2023", Tạp chí Nghiên cứu Y học. 174(1), pp. 294-302. Google Scholar
[3]
Alghamdi, F. S. (2014), "The impact of service quality perception on patient satisfaction in government hospitals in southern Saudi Arabia", Saudi Med J. 35(10), pp. 1271-3. Google Scholar
[4]
Chang, C. S., Chen, S. Y., and Lan, Y. T. (2013), "Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters", BMC Health Serv Res. 13, p. 22. Google Scholar
[5]
Ferreira, D. C., et al. (2023), "Patient Satisfaction with Healthcare Services and the Techniques Used for its Assessment: A Systematic Literature Review and a Bibliometric Analysis", Healthcare (Basel). 11(5). Google Scholar
[6]
Hwang, J., et al. (2020), "Measuring satisfaction with health care services for Vietnamese patients with cardiovascular diseases", PLoS One. 15(6), p. e0235333. Google Scholar
[7]
October, T. W., et al. (2016), "Parent Satisfaction With Communication Is Associated With Physician's Patient-Centered Communication Patterns During Family Conferences", Pediatr Crit Care Med. 17(6), pp. 490-7. Google Scholar
[8]
Zarei, E., et al. (2015), "The Effect of Hospital Service Quality on Patient's Trust", Iran Red Crescent Med J. 17(1), p. e17505. Google Scholar
[9]
Shan, Linghan, et al. (2016), "Patient Satisfaction with Hospital Inpatient Care: Effects of Trust, Medical Insurance and Perceived Quality of Care", PLOS ONE. 11(10), p. e0164366. Google Scholar