Determinants of Medical Service Quality - Case Study of University Medical Center at HCMC
Abstract
The Ministry of Health announced a draft of 28 criteria for quality of Vietnamese hospital
to bring service standard for medical quality to a new level in 2013. As Vietnam keeps growing
its economy, the medical system will evolve and people will need more healthcare services.
The main aim of this research is to identify and assess factors influencing medical service quality of the University of Medical Centre (UMC) in Ho Chi Minh City, thereby some recommendations and suggestions will be given for the UMC to improve its service quality. The research is tested by JCAHO’s dimensions with five initial independent variables (factors) and
one dependent variable (perceived service quality). The quantitative method is applied for this study and 310 questionnaires are collected by convenience sampling method. The data is
collected in two weeks, from April 17nd to April 28th in the main campus of the UMC. After that,
data is analyzed through six steps by SPSS software.
From the findings of the research, there are five main factors that affect perceived service quality of the patients in the UMC at Ho Chi Minh City, including Caring, Appropriateness, Effectiveness and Continuity, Efficiency, and Respect with the greatest impact belongs to Appropriateness, following by Respect and Efficiency. Caring and Effectiveness and Continuity,
on the other hand, have negligible influences on perceived service quality of the UMC. But the difference in impact of these factor is not large, so it is important to pay attention all five. With limitation of time and ability, this research maybe is not totally relevant but this can be seen as a
consultation for further researches later on.