Patient Satisfaction

Abstract

Background: Patient satisfaction is a tool assessing the service quality of the provider that evaluated based on the measurement of perceived quality by the customer on aspects of service. This study aims to examine the relationships between various factors in the integrated model which included total quality management, perceived service quality, patient satisfaction, and patient loyalty. Methods: A conducted questionnaire was distributed to inpatients who were treated at a tertiary-level hospital in Vietnam during April 2018. The data analysis was used the Statistical Package of Social Sciences version 25.0 and Amos 25.0 for structural equation modeling. Results: The findings showed that all hypotheses were supported. Total quality management has a positive influence on perceived service quality and patient satisfaction, perceived service quality on patient satisfaction, and patient satisfaction on patient loyalty. Practice implications: Our model was used to measure patient satisfaction and loyalty. Findings indicate that total quality management and perceived service quality are the main factors that directly influence on patient satisfaction. This study has implications for managers who should consider total quality management and perceived service quality as the main factors that directly influence on patient satisfaction and thus increase customer loyalty. What is the main contribution to Evidence-Based Practice from this article?Based on practice, the article supports the body of evidence on the relevance of Patient Satisfaction for health professionals’ continuous improvement in their activity.Our model was used to measure customer satisfaction and loyalty. This study has practice implications for managers who should consider total quality management and perceived service quality as the main factors that directly influence customer satisfaction and thus increase customer loyalty