Healthcare service quality of Mekong obstetric and gynecology hospital through outpatients’ perception in 2019

Abstract

Objective: The aim of study is assessing the healthcare service quality through outpatient’s perception and analyzing several effects on the quality of healthcare services. Methods: The descriptive cross-sectional study, using quantity and qualitative method was conducted at MeKong Obstetric and Gynecology hospital. 285 selected outpatients filled the original SERVPERF questionaire which consists 22 questions about 5 dimensions of service quality: Reliability, Responsiveness, Assurance, Empathy and Tangible. Main findings: The results showed that the mean score of all the domains is 4.34 (± 0.41). The majority (96.1%) of respondents evaluated the quality of healthcare services in high level. The positive influencies on healthcare service included: qualifications of medication, reasonable cost, and short waiting. The negative remarkable factor is the unequal in a mount of clients in working-times. Conclusions: The hospital’s service quality has been evaluated very well, however the hospital needs to know how to meet clientsdemands through its policies concerning customers to improve service quality better.