TAP CHi CONG THIfdNG
CAC NHAN TO TAC DONG
DEN SU HAI LONG CUA KHACH HANG KHI SI/ DUNG DICH VU KHAM CHLfA BENH
TAI BENH VIEN HOAN MY SAI GON
• PHAN QUAN VIET - DOAN NGOC D O N G
TOM TAT:
Hidn nay, trdn dia ban thanh pho Ho Chi Minh cd ra't nhieu benh vien, cac trung tam y te, dich vu cham sdc stfc khde. Van de dat ra cho cac benh vien ndi chung la lam the" nao de co the cung cap dich vu kham chtfa benh chat ltfdng, dap tfng nhu cau cho khach hang ngay mdt tang. Benh vien Hoan My Sai Gdn ndi rieng ma tac gia de'n hanh nghien ctfu ciing dang dtfng trtfdc nhtfng cau hdi lam the' nao de canh tranh vdi cac benh vien khac, dong thdi khdng ngtfng nd Itfc cung cap cac dich vu kham chtfa benh chat Itfdng, dap tfng nhu cau cua khach hang mdt each td't nha't. Bai vie't nham giup Benh vien Hoan My Sai Gdn dinh htfdng viec md rdng dich vu kham chtfa benh, gia tang hieu qua quan ly va nang cao nang Itfc canh tranh thdng qua hoat ddng do Itfdng stf hai long ciia khach hang.
Tiif khda: Stf bai long, nhan td'tac ddng, dich vu, khach hang, Benh vien Hoan My Sai Gdn.
1. Gidi thidu
I.l. Tinh cap thie't cua de tai nghien cdu Trong he thd'ng y te' ctia cac qud'c gia, benh vidn chie'm mdt vi tri quan trong trong cdng tac cham sdc va bao ve stfc khde cua nhan dan. Theo cac tai lidu ciia Td' chtfc Y te' The gidi (WHO), benh vien la mdt td chtfc rat phtfc tap, mdi trtfdng lam viec phtfc tap. Bdi le, nhtfng de'n bd tren nhieu mat trong xa hdi da khie'n ngtfdi dan y thtfc rd hdn ve quyen ldi ciia minh. Hd ngay cang ddi hdi cao hdn dd'i vdi he thd'ng benh vien, vi the trach nhiem chtfc nang ciia benh vien ngay cAng nhieu hdn, tinh phtfc tap do dd cung tang len, vai trd nhiem vu ciia c^c can bd, nhan vien lam trong benh vien cung trd nen nang ne hdn Stf hai long ciia khach hang chinh la ndi dung dtfdc de cSp
nhieu trong cdng tac quan ly cha't Itfdng benh vien. Hien nay, vdi stf phat trien manh me ciia nganh Y le, cha't Itfdng cham sdc khach hang tai cac benh vien ngay cang dtfdc nang cao, dnh than phuc vu cung ngay cang dtfdc quan tSm va vide dap tfng nhu cau, mong mud'n ciia khach hang dtfdc coi la mdt trong nhtfng nhidm vu quan trpng ciia loan the can bd nhan vien y td'. Theo thap nhu cau ciia Maslow (1943), khi cac nhu cau cd ban dtfdc dap tfng, thi nhu cau v^ an toan se dtfdc kich hoat. Ngay nay, nhu cau ve cham sdc stfc khde ciia moi ngtfdi ngay cang tang cao, do miJc sd'ng tang va xua't hien nhieu nhan to' gay nen benh tat. Cac dich vu kham chtfa benh ngay cang md rdng ca vd quy md, hinh thtfc ISn cha't Itfdng.
Khach hang cang co nhilu cd hdi Itfa chon dich
QUANTRI-aUANir
VU cd the dap tfng tot cho minh. Trtfdc tinh hinh do, benh vien se thanh cdng hdn khi dap tfng nhu cau rieng biet, dac trtfng ciia khach hang, mang lai cho ho nhieu ldi ich hdn. Dieu dd, ddi hdi benh vien phai nghidn ctfu ky Itfdng hdn cac nhu cau Idn nha't ciia khach dd'i vdi dich vu dd v^ cac nhu cau bd sung. Hoat ddng dd c^n thie't phai trai qua cac qua trinh nghien ctfu stf hai long ciia khach hang dd'i vdi dich vu ma benh vien dang cung cap.
1.2. MIIC tieu nghien ciiu
De tai dtfdc thtfc hien vdi muc lieu khao sat danh gia mtfc dd hai long cua benh nhan dd'i vdi chat Itfdng djch vu kham chtfa benh tai Benh vien Hoan My Sai Gdn. Ttf do, de xua't mot sd ham y quan tri nang cao chat Itfdng dich vu kham chtfa benh tai Benh vien Hoan My Sai Gdn. De dat dtfdc muc ddu nghien ctfu chung, de tai can thtfc hien 3 muc deu cu the' sau. Xac dinh cac nhan td' anh htfdng de'n stf hai long cua khach hang khi sit dung dich VII kham chtfa benh tai Benh vien Hoan My Sai Gdn; Danh gia mtfc do anh htfdng ciia cac nhan td'de'nstf hai long cua khach hang khi sii dung dich vu kham chffa benh tai Benh vien Hoan My Sai Gdn; Ttf kdt qua nghien ctfu, de xua't mot sd ham y quan tri nang cao chat Itfdng dich vu kham chffa benh tai Benh vien Hoan My Sai Gdn.
2. Ctf sd ly thuye't va md hinh nghien ciJu 2.1. Dich vu kham chffa benh
Kham chffa benh la qua trinh chan doan, dieu tri va phdng ngtfa cac benh ly, chan thtfdng va cac ton thtfdng vi the' chi't va dnh than d con ngtfdi.
Viec kham chffa benh dtfdc thtfc hien bdi nhtfng ngtfdi hiinh nghe y te'nhtf bac sT, nha sT, y ta, dtfdc SI, cac cdng stf va nhtfng ngtfdi lam dich vu cham sdc khac.
Theo quy che' benh vien do Bd Y te' ban hanh nam 1997. cdng tac kham chtfa benh bao gom kham chtfa benh ngoai tru va kham chtfa benh ndi tru. Kham chtfa benh ndi tru dtfdc thtfc hien khi benh nhan can nhap vien qua dem de tie'n hanh cac thii thuat, clc chi dinh chuyen mdn, cham sdc va theo doi chat che trong thdi gian nha't dmh. Doi vdi dich vu kham chtfa benh ngoai Irii, benh nhan khdng can phai nhap vien. Ca 2 dich vu deu Hen quan de'n viec giao dep vdi nhieu nhan vien y te' khac nhau, ciJng nhieu cudc giao tie'p giffa benh nhan va thay thudc, stf iien ke't cac dtf lieu tham kham de dtfa ra phac do dieu tri va theo ddi tinh trang benh phu hdp.
2.2. Chat lU0ng dich vu kham chffa benh Theo Donabedian A. (1990), viec kham chtfa benh bao gom 2 phan: nhiem vu ky thuat va stf trao ddi ciia cdc ca nhan vdi nhau. Nhd vay, bac si va benh nhan mdi thao luan va di de'n thd'ng nha't ve bien phap dieu tri. Theo Ovretveit J. (1992), chat Itfdng dich vu khdm chffa benh la stf ke't hdp giffa 3 ye'u Id': chat Itfdng khach hilng, chat Itfdng chuyen nghiep va chat Itfdng quan Iy. Trong dd, chat Itfdng khach hang la nhtfng gi ma benh nhan va nhtfng ngtfdi cung cap dich vu kham chtfa benh mong mud'n dich vu dd mang lai. Cha'l Itfdng chuyen nghiep cho bie't heu dich vu cd dtfdc thtfc hien dung ky thuat va thii luc can thie't de dap tfng nhu cau ciia benh nhan hay khong. Cha't Itfdng quan l;y de cap ddn viec sff dung cd hieu qua va htfu ich nha't cac ngudn Itfc cd han va tuan theo cac quy dinh da dtfdc thie't lap bdi cac cd quan quan ly ca'p tren. Morgan va Murgatroyd (1994) tap trung vao benh nhan va bac sT. Theo quan diem ciia ho, chat Itfdng dich vu kham chiTa benh la viec dieu tri cd kha nang dat dtfdc cac muc lieu ciia ca bac si va benh nhan.
3. Md hinh nghien citu d^ xiiS't va cac gia thuye't nghien ciJu
Qua Ciic nghien ctfu tren the' gidi va tai Viet Nam ve chat ltfdng dich vu trong linh vtfc y te', nhieu lac gia da ke'l luan SERVQUAL van la cdng cu dang lin cay de' do Itfdng chat Itfdng dich vu, ke ca dich vu kham chtfa benh. Cu the, nghien ctfu ciia Dinesh Ameriya va Rakesh K. Malviya (2012) cho tha'y, ben canh cac nhan td'ciia thang do SERVQUAL, cd mdt sd'nhSn Id'khac cung anh htfdng de'n chat Itfdng dich vu y te', nhtf: "Uy dn benh vien", "Nang Itfc phuc vii"hay nhan td'"Kha nang tie'p can va chi tra" trong nghien ctfu ciia Lim va Tang (2000). Cac nhan to' mdi nay dtfdc kie'm dinh dd'i vdi dich vu kham chtfa benh tai An Dd va Singapore, ndi cd nen y hoc phat trien hdn Viet Nam, nen nhu cau cua benh nhan, stf hai long ciia benh nhan cung cd nhieu diem khac biet. Do do, tac gia nhan tha'y, cac nhan to' mdi nay cd the dtfdc danh gia bang cac bie'n quan sat trong cac nhan to' cua thang do SERVQUAL. Ngoai ra, trong pham vi nghien ctfu nay, tac gia khdng xem xet de'n nhan to' vien phi vi benh nhan sff dung dich vu kham chtfa benh d Benh vien Hoan My Sai Gdn mpl phan ttf chi tra, mot phan dtfdc bad hiem chi tra vdi ty le khac nhau. Do dd, cam nhan ciia benh nhan ve chi phi bo ra khi si'f dung dich vu se
TAP CHi CONG THIfdNG
khdng thd'ng nhal dSn de'n ke't qua nghien ctfu khdng dang im ciiy.
Vl vay, md hinh de xua't trong nghien ctfu nay se gdm 5 bien ddc lap cua thang do SERVQUAL tac ddng de'n bie'n phu thudc la stf hai Idng ciia khach hang khi sii dung dich vu kham chffa benh lai Benh vien Hoan My Sai Gdn. Md hinh nay dtfdc the hien trong Hinh 1.
Hinh 1: Mo hinh nghien cCiu di xua't ( PhUdng tien iiQu hlnh
( Sy tin cay
( Sy dap ling
( Sir dam bao
( Su dong cam
Cdc gid thuyet nghien cdu:
Phtfdng tien htfu hinh: Bie'n nay de cap de'n nhtfng ye'u to cd thd' nhin tha'y dtfdc, tb^ hidn qua ngoai hinh, trang phuc ciia nhan vien benh vien, cd sd vSt cha't va cac trang thie't bi dtfdc sff dung cho dich vu kham chtfa benh. Gia thuye't nghien ctfu HI dtfdc de xua't nhtf sau:
Gid thuye't HI: Thanh phan Phtfdng lien htfu hinh cd anh htfdng tich ctfc de'n stf hai long ciia khach hang khi su" dung dich vu kham chtfa benh tai Benh vien Hoan My Sai Gdn.
Stf tin cay: Kha nang thtfc hien dich vu phii hdp va dung thdi han ngay Ian dau lien. Nang Itfc ciia nhan vien de thi hanh cac Idi htfa mdt each chinh xac. Gia thuyet nghien ctfu H2 dtfdc de xual nhtf sau:
Gid thuyet H2: Thanh phan Stf tin cay cd anh htfdng tich ctfc de'n stf hai long ciia khach hang khi siJ" dung dich vu kham chffa benh tai Benh vien Hoan My Sai Gdn.
Stf dap tfng: The hien stf mong mud'n va s3n sang cua nhan vien cung ca'p kip thdi cac dich vu cho benh nhSn, giai thich va phan hdi nhtfng thac ma'c cua benh nhan trong sud't qua tnnh kham chtfa benh. Gia thuye't nghien ctfu H3 dtfdc dd xua't nhtf sau:
Gid thuyet H3: Thanh phan Stf dap tfng cd anh
htfdng tich ctfc den stf hai long cua khach hang khi sii dung dich vu kham chtfa benh tai Benh vien Hoan My Sai Gdn.
Stf dam bao: The' hien qua trinh dd chuyen mon ciia dpi ngu nhan vien va ky nang giao tiep, thai do phuc vu tao cho benh nhan cam giac an toan, an tam khi su" dung dich vu. Gia thuyet nghien ctfu H4 dtfdc de xuat nhtf sau:
Gid thuye't H4: Thanh phan Stf dam bao cd anh htfdng tich ctfc de'n stf hai long ciia khach hang khi sii dung dich vu kham chtfa benh tai Benh vien Hoan My Sai Gdn.
Stf ddng cam: The hien stf quan tam cham sdc de'n ttfng benh nhan, chia se vdi benh nhan nhtfng va'n de ma benh nhan can stf giiip dd. Gia thuyet nghien ctfu H5 dtfdc de xua't nhtf sau:
Gid thuyet H5: Thanh phan Stf ddng cam cd anh htfdng dch ctfc de'n stf hai long ciia khach hang khi sff dung dich vu kham chffa benh tai Benh vien Hoan My Sai Gdn.
4. Ke't qua nghien cu'u va thao luSn 4.1. Thdng ke mo ta mau nghien cdu Sau khi gijfi di 300 bang khao sat, so'bang khao sat thu ve la 260. Sau qua trinh kiem tra, cd 15 bang khao sat chtfa hoan thanh ndi dung yeu cau, nhtf v0y se cd 245 bang khao sat hdp le v^ dtfdc dtfa vao phan lich chinh thtfc. Nghien ctfu thd'ng ke lai mau khao sat theo ttfng dac di€m. (Bang 1).
4.2. Phan tich do tin cqy cua cdc thang do Md hinh nghien ctfu gom 5 thanh phan tac ddng de'n stf hai long ciia khach hang khi sii dung dich vy kham chtfa benh tai Benh vien Hoan My Sai Gdn la: phtfdng tien htfu hinh, stf tm cay, stf dap tfng, stf dam bao va stf ddng cam. Thang do bien phu thudc la stf bai Idng ciia khach hang su" dung dich vu kham chtfa benh tai Benh vien Hoan My Sai Gdn.
4.2.1. Kiem dinh do tin cay cua thang do dm vdi cdc bien doc lap
Kiem dinh dd tin cay cua thang do dd'i vdi bie'n phu thudc Stf hai Idng cua khach hang cd he so Cronbach's Alpha la 0.808 > 0.7, hd so' ttfdng quan bien tong cua cac bie'n quan sal deu > 0.4 nen thang do thda man dieu kien. Ta't ca cac bie'n con lai trong thang do Stf hai Idng deu du dieu kien de gitf lai cho phan tich nhan id EFA. Tdm lai, ttf viec phan tich do tin cay cho cd 2 thang do dd'i vdi cac bien ddc lap va bie'n phu thudc, 24 bien quan sat dii dieu kien se dtfdc gitf lai cho btfdc nghien ctfu de'p theo (loai bie'n SDB6). (Bang 2).
qUANTtj-gUANlV
Bang 1. Thong ke mo to mau nghien cOu
Tsn bien So lUdng (ngudi) Tyl$(%) Gidi tinli
Nam NQ
136 110
55,1%
44,9%
S$tuoi Dud! 25 tudi TO 25 - 34 tuoi TO35-441uSi TO 45 tuoi trd len
35 119 58 33
14,3%
48,6%
23,7%
13,5%
Nganii nghe TO do Cong Chile nha ni/dc Cong ty tu nhan Khac
33 48 136 28
13,5%
19,6%
55,5%
11,4%
Tliu nh§p DUdi 7 trieu dong TU 7 den 15 tneu ddng Tren 15 trieu dong
38 125 82
15,5%
51,0%
33,5%
4.2.2. Phdn tich nhdn to khdm phd EFA Sau khi ddnh gid mtfc dp lin cay ciia thang do qua he so' Cronbach's Alpha, cd 20 bie'n quan sat thudc nhan to'ddc lap phu hdp, dtfdc dtfa vao phan tich nhan td' EFA. Phtfdng phdp Principal Component Analysis va phep xoay ma tran Rotated Component Matrix dtfdc siJ dung trong phan tich nay. Ket qua ciia phan dch dtfdc the hien qua Bang 3.
Bang 3. Ket qud kiem dmh KMO vd Bartlett Kiem dinti KMO va Bartlett's Chi so KMO
Kiem dinh Bartlett's Df
SIg.
,843 2879,612
190 ,000
Ngudn: Du lieu khdo sat cua tdc gid.
Nguon. Du' lieu khdo sal ciia lac gid.
Qua ke't qua kiem dinh KMO va Bartlett d Bang 3 ta tha'y dtfdc he sd' KMO = 0.843. con sd' nay ttfdng dd'i kha cao va thda diiu kien 0.5 <
KMO < 1, dieu nay chtfng lo phan tich EFA la phii hdp vdi dtf lieu nghien ctfu. Kid'm djnh Bardett, mdi mtfc y nghia Sig. = 0.000, thda dieu kien Sig. < 0.05, cho tha'y cdc bie'n quan sdt cd ttfdng quan vdi nhau trong pham vi tdng the'.
Bang 2. Ket qua kiem djnh Cronbach's Alpha cho bien phu thupc
Bien quan sat
Trung binh thang do neu
loai bien
Phtfdng sai thang do neu loai bien
Ttfdng quan bien
tong
H§SO Cronbach's Alpha
neu loai bien Sir hai long cua khach hang - SHL (Cronbach's Alpha = 0.808)
SHL1
SHL2
SHL3
SHL4
Khach hang hai Idng chung ve dich vu kham chOa benh cua Benh vien Hoan My Sai Gdn Khach hang hai (dng vdi cha'l luong dich vu kham chOa benh ciia Benh vien Hoan My Sai Gdn
Khach hang se tiep tuc sii dung djch vu ciia Benh vien Hoan My Sai Gdn neu cd nhu cau kham chQa benh
Khach hang se gidi thieu cho ngiidi than, ban be cua minh den kham tai Benh vien Hoan My Sai Gon khi hg cd nhu cau kham chOa benh
9,17
9,32
9.47
9,37 7,848
7,242
7,865
7,069 ,608
,570
,636
,700
,768
,791
,756
,722
Ngudn. Dii lieu khdo sdt ciia tdc gid
TAP CHi CONG THIflfNG
Bang 4. Ke! qua phdn tich nhdn to' khdm pha EFA cdc thdnh phan doc lap
Bien quan sat
SDB5 SDB2 SDB4 SDB3 SDB1 SDU2 SDU4 SDU3 SDU1 STC3 STC1 STC4 STC2 SDC1 SDC4 SDC2 SDC3 PTHH1 PTHH3 PTHH2
Tlianh phan 1
,810 ,786 ,782 ,747 ,746
2
,889 ,811 ,810 ,782
3
.809 ,797 ,791 [ ,768
4
,907 ,893 ,779 ,620
5
,806 ,798 ,748 Gia tn Eigenvaiue: 1,070
Tong phuong sai trfch: 71,426
Nguon. DU lieu khdo sdt cua tdc gid Ttf ke'l qua phan lich xoay ma Iran cho nhan td' {Bang 4) ta thay, chi sd' Eigenvalue cua cdc nhan to' dat ydu cau: 1,070 > 1. nen cdc bie'n ddc lap trdn deu dtfdc gitf lai trong md hinh phan tich. Sau khi xoay ma tran, la cd 5 nhan id'dtfdc rut ra ttf 20 bien quan sdi, vdi tdng phtfdng sai trich la 71,426%{> 50%), nen cho tha'y 5 nhan tdtren cd the giai thich dtfdc 71,426% bie'n thien cua dtf lieu. Ben canh do, hd soldi nhan to'factor loading deu dat yeu cau > 0 5 nen mtfc y nghTa cua thang do dtfdc dam bao.
4.2.3. Phdn tich tUcfng quan
Dd'i vdi nghien ctfu nay, tac gid sd dung phan tich ttfdng quan de kiem dinh md'i ttfdng quan gitfa
cac bie'n ddc lap vdi stf hai Idng ciia khach hang khi su" dung djch vu khdm chtfa benh tai Benh vien Hoan My Sai Gdn, ddng thdi cung kiem dinh md'i ttfdng quan gitfa ta't cd cdc bie'n ddc lap vdi nhau de xem cd da'u hieu xay ra hien ttfdng da cdng tuye'n hay khdng. Ke't qud phan tich dtfdc the hien qua Bang 5.
Ke't qua ma tran ttfdng quan ttf Bang 5 cho thS'y, cac nhan to ddc lap deu cd md'i ttfdng quan kha chat che vdi nhan tdphu thudc (SHL) do he so'Sig. <0.05 (trtfdng hdp cd 1 da'u sao*), Sig. < 0.01 (trtfdng hdp cd 2 da'u sao **). Stf ttfdng quan nay la hien ttfdng rat dtfdc mong ddi, bdi cac nhan td doc lap va stf hai idng ciia khach hang cang ttfdng quan chat che vdi nhau cang chtfng td md hlnh de xua't la phii hdp, va cdc bie'n ddc lap nay cd the dtfa vao phan tich h6i qui de' danh gid mtfc do tac ddng manh ye'u cua chung de'n stf hai long cua khdch hang.
Ben canh dd, dtf lieu cung cho tha'y, cac nh^n td' ddc lap ciing cd md'i ttfdng quan vdi nhau, vl vay, viec kie'm dinh hien ttfdng da cdng tuyen la can thie't.
4.2.4. Kiem dinh su phu hap mo hlnh tong the De bie't dtfdc cu the nhan id' nao tdc ddng de'n stf hai Idng cua khdch hang suT dung dich vu kham chtfa benh tai Benh vien Hoan My Sai Gdn, ddng thdi xac dinh mtfc do tac ddng manh, ye'u giffa cac nhan td dd vdi nhau, phtfdng phdp phan tich hoi qui tuye'n tinh bdi se dtfdc dp dung cho nghien cu'u nay. Ke't qua kilm dinh stf phu hdp cua md hinli dtfdc trinh bay nhtf Bang 6.
Bang 6. Ket qua kiem djnh sii phu hdp cue mo hinh
R2 hi#u chinh
0,511 51,955
Nguon: DCf lieu khdo sdt ciia tdc gia
Phan tich hdi qui bdi thtfdng s^ dung he sd R^
hieu chinh, vi he sd nay se danh gia mtfc do phu hdp cua md hinh mot each chinh xac hdn, bdi no khdng ihd'i phdng mtfc do phu hdp cua md hinh.
Ttf Bang 6 ta tha'y, gid tri cua R- hieu chinh la 0.511 > 50%, nghTa la tat ca cac bie'n ddc lap giai thich dtfdc 51.1% cho stf thay dd'i cua nhan to'sif hai Idng cua khach hang siJ dung dich vu khdm chtfa benh tai Benh vien Hoan My Sai Gdn', 48.9%
cdn lai dtfdc gidi thich bdi cac nhan id' khac ngoai md hinh, ttf dd cho tha'y mo hinh nghien ctfu de xuat la phii hdp vdi lap dtf heu. Ben canh dd, tac
QUAN TR!-QUAN LV
Bang 5. Mo trdn ti/dng quan giCTa cdc nhdn to'
PTHH
STC
SDU
SDB
SDC
SHL
Pearson Correlation Sig. (2-tailed) N
Pearson Correlation Sig (2-tailed) N
Pearson Correlation Sig. (2-tailed) N
Pearson Con-elation Sig (2-taiied) N
Pearson Correlation Sig. (2-tailed) N
Pearson Correlation Sig. (2-tailed) N
PTHH 1
245 ,607**
,000 245 .419**
,000 245 ,266"
,000 245 ,387"
,000 245 ,564**
,000 245
STC ,507**
,000 245 1
245 ,223"
.000 245 ,253"
,000 245 ,452"
,000 245 ,603"
,000 245
SDU ,419"
,000 245 ,223"
,000 246 1
246 ,332"
,000 245 ,363"
,000 245 ,542"
,000 246
SDB ,266**
,000 245 ,253"
,000 246 ,332**
,000 245 1
245 ,128*
,046 245 ,385"
,000 245
SDC ,387"
,000 246 ,452"
,000 245 ,363**
,000 245 ,128*
,046 245 1
245 ,446**
,000 245
SHL ,564'*
,000 245 ,503'*
,000 245 ,542**
,000 246 ,385"
,000 245 ,446"
,000 245 1
245 '*: TUOng quan 6 mi/c y ngliTa 1 %
*. Tuong quan 6 mOc y nghla 5%
gid kiem djnh tri so' thd'ng ke F de bie't dtfdc mtfc do phii hdp cua md binh hdi qui. Ke't qud cho tha'y F = 51,955, Sig. = 0.000 < 0.05, ta ke't luan rang, vdi mtfc y nghia 5% thi ta't cd cac bie'n doc lap cd md'i quan he tuye'n tinh vdi nhan td'stf hai Idng cua khdch hang su" dung dich vu kham chffa benh tai Benh vien Hoan My Sai Gdn.
5. Ket luan
De tai da tien hanh tim hi^u cd sd ly thuye't ttf nhtfng nghien ctfu trtfdc day ve stf hai long cua khdch hang khi si dung dich vu khdm chffa benh, Itf do lam cd sd de dtfa ra md hlnh de xuS't dtfa tren cac thang do cua nhtfng tac gia trtfdc. Md hinh bao gdm 6 nhan td', trong dd 5 nhan td'ddc lap: phtfdng lien htfu hinh, stf tin cay, stf dap tfng, stf dam bao, stf dong cam va 1 nhan to'phu thudc; stf hai long cua khdch hang khi siJ dung dich vu kham chtfa benh tai Benh vien Hoan My Sai Gdn. Thang do dtfdc sii" dung Id thang do trong nghien ctfu cua
Ngudn: DU lieu khdo sdt cua tdc gid Dinesh Ameriya va Rakesh K. Malviya (2012) trong nghien ctfu dtfa tren thang do SERVQUAL ve diinh gia dich vu benh vien. Nghien ctfu chon mau theo phtfdng phdp lay mau thuan tien vdi cd man 245 khach hang siJ dung dich vu khdm chffa benh tai Benh vien Hoan My Sai Gdn nen mau nghien ctfu chtfa dai dien chinh xac cho tdng the.
Can cd nhtfng nghien ctfu khac chgn m3u theo cdc phtfdng phap xac sua't va cd mau Idn hdn de' tang dd chinh xac cua nghien ctfu.
Ket qua phan tich hoi quy R^ hieu chinh bang 0,511 chtfng td md hinh giai thich dtfdc 51,1% stf bien thien cua stf hai long khach hang su" dung dich vu khdm chtfa benh tai Benh vien Hoan My Sai Gdn. Do dd, cdn nhieu ye'u td'khac anh htfdng de'n stf hai Idng khdch hang siJ dung dich vu kham chffa benh tai Benh vien Hoan My Sai Gdn. Do vay, nghien ctfu tie'p theo se bo sung cac ye'u td' khac vao md hinh nghien ctfu •
TAP CHi GONG IHiniNG
TAI LIEU THAM KHAO:
1. Hoang Trong va Chu Nguyen Mong Ngoc. 2015. Phan tich dH lieu nghien ciiu vdi SPSS. Ha Noi: NXB Thong ke.
2. Nguyen Dinh Tho. 2011. Phuong phdp nghien ciiu khoa hoc trong kinh doanh Ha Noi: NXB Lao dong m hgi.
Phan Thi Tuyet Nhung. 2012. Cac nhdn to tdc ddng den su hai long ciia henh nhdn ngoai trii dot vi'fl chat lUang dich vii khdm chifa benh tai Benh vien Da khoa tinh Tdy Ninh. Ludn vdn thac SI kinh te.
3. Ameriya D. and Malviya K. Rakesh. 2012. Measurement of Service Quality In Healthcare Organization.
International Journal of Engineering Research & Technology (IJERTj Vol I hsiie 8. October - 2012 ISSN: 2278- 0181.
4. Bahakus, £., and Mangold, G.W.. 1991. Adapting the SERVQUAL scale to hospital services: An empirical Investigation Health service research 26:6.767-786
5. Clonal. J J & S.A Taylor. 1992. Measuring Sen'ice Quality: a ree.vamlnanon and extension, journal of Marketing, 56 (July). 55-6S.
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Ngay nhan bai: 23/9/2019
Ngay phan bi§n danh gia va su'a chffa: 3/10/2019 Ngay cha'p nhan dang bai: 13/10/2019
Thong tut tdc gut:
TS. PHAN QUAN VIET DOAN NGOC DUNG Trif(/ng Dai hoc Van Lang
FACTORS AFFECTING THE SATISFACTION OF PATIENTS WHO USE HEALTHCARE SERVICES OF HOAN MY SAIGON HOSPITAL
• Ph.D PHAN QUAN VIET
• DOAN NGOC DUNG Van Lang University
ABSTRACT:
Ttiere are many liospitals, liealtti centers and healthcare .service providers in Ho Chi Minh City. The problem that hospitals face in general is thai how to provide high quality healthcare services to meet the increasing needs of customers, Hoan My Saigon Hospital is also trying to compete with other hospitals and to provide high quality medical services which satisfy the hospital's patients. This article is expected to help Hoan My Saigon Hospital orient its expansion of healthcare services, incirese its management efficiency and enhance its competitiveness through measuring the customer satisfaction.
Keywords: Satisfaction, impact factor, service, customers, Hoan My Saigon Hospital.
