THE EFFECTS OF SERVICE QUALITY AND PERCEIVED PRICE ON SATISFACTION OF MEDICAL CARE SERVICE - CASE STUDY AT TIEN GIANG GENERAL HOSPITAL- VIETNAM

Phong Thanh Tran

Abstract


The study examines the effects of service quality and perceived price on patients' satisfaction at a general hospital in Tien Giang province. This convenient sample of 450 patients who use healthcare services has collected to test the theoretical model.  In the study, the author used SEM (Structural Equation Model) to estimate the above relationships. The results reveal that patients’ customer satisfaction depends on two factors as service quality and perceived price, of which service quality has impacted satisfaction  2.5 times stronger than perceived price.

 


Keywords


Health services quality; Satisfaction; Tien Giang, Vietnam

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