CHUẨN HÓA THANG ĐO SERVPERF TRONG ĐÁNH GIÁ SỰ HÀI LÒNG VỀ CHẤT LƯỢNG DỊCH VỤ Y TẾ TẠI VIỆT NAM

Abstract

Problem statement: Service quality assessment and patient satisfaction have become one of the important criteria. Research objective: to test the validity and reliability of the SERVPERF scale in the context of health services in Vietnam. Research subjects and methods: The study was conducted on 243 patients using outpatient services at Vinmec Phu Quoc International General Hospital. Quantitative research methods were applied, in which the SERVPERF questionnaire was used to collect data. Statistical analysis methods such as Cronbach's Alpha reliability testing, exploratory factor analysis (EFA) were used to test the validity and reliability of the scale. Results: The “Assurance” scale had the highest Cronbach’s Alpha coefficient (0.93), followed by “Tangibility” (0.86), “Responsiveness” (0.84), “Reliability” (0.85) and “Empathy” (0.78). Exploratory factor analysis (EFA) confirmed that the three main factors affecting patient satisfaction were: “Tangibility & Assurance” (α = 0.95), “Responsiveness & Empathy” (α = 0.89) and “Reliability” (α = 0.92). Conclusion: The study demonstrated that SERVPERF is a suitable model for assessing satisfaction with the quality of healthcare services in Vietnam.