Abstract
Objectives: Description of satisfaction regarding the quality of cosmetic surgery services among female patients at Dr. Bui Viet Aesthetic Clinic in 2025-2026.
Materials and methods: A cross-sectional descriptive study was conducted involving 195 female clients at Dr. Bui Viet Aesthetic Clinic. The data collection instrument utilized was a structured questionnaire, employing the SERVPERF scale comprising 22 statements across 5 dimensions. Evaluation was performed using a 5-point Likert scale. Data were processed using Stata 17.0 software.
Results: The average age of the customers is 39.48 ± 7.71 years, with 71.8% having an income exceeding 20 million VND per month and 76.4% utilizing the service for the first time. The overall satisfaction rate is 56.4% (3.43 ± 0.43 points). The dimension of tangibles recorded the highest satisfaction rate at 55.9%, while the dimension of reliability exhibited the lowest at 36.4%. Customers expressed the highest satisfaction regarding the provision of information about their medical condition (3.91 ± 0.63 points) and the lowest satisfaction concerning administrative processes and procedures (2.94 ± 0.63 points).
Conclusion: The majority of female clients express satisfaction with the quality of aesthetic surgical services. However, the facility need to focus on improving internal processes, reducing the duration of procedures, and upgrading medical equipment to better meet the expectations of clients utilizing these services.
Keywords
Satisfaction, service quality, aesthetic surgery, SERVPERF scale.
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