CẢM NHẬN CỦA KHÁCH HÀNG VỀ CHẤT LƯỢNG DỊCH VỤ TIÊM NỘI NHÃN ĐIỀU TRỊ MỘT SỐ BỆNH MẠCH MÁU VÕNG MẠC TẠI BỆNH VIỆN MẮT TRUNG ƯƠNG NĂM 2020

Abstract

Objective: Service quality is one of the determining factors in the success of any hospital, enhancing not only the reputation and brand image but also the competitiveness of the hospital, all of which contributes largely to attracting and retaining customers, as well as improving satisfaction. This study aims to assess the perception of clients who use the intravitreal injection and analyze several factors influencing the quality of this service at Vietnam National Institute of Ophthalmology in 2019. Methods: Descriptive cross-sectional study combined with qualitative research. Sample included 88 clients used intravitreal injection services at VNIO during 10/2019 to 2/2020. Quality of services were assessed using SERVPERF model with 5 components of service quality. Results: The result for customer perception on the quality of intravitreal injection service in VNIO on SERVPERF scale reached 4.24 ± 0.041 points. Customer perception is highest in terms of Assurance with 4.45 points while aspects of Reliability, Tangible, Response, Empathy gain an average score of 4.36; 4.16; 4.12; 4.10 points respectively. Conclusions: Overall, client’s perception of quality of intravitreal injection services in VNIO was good. VNIO need to continue maintain and improve this service quality.