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e - ISSN 2289 - 2559

Journal of Emerging Economies and Islamic Research


Volume 2, Number 1, Year 2014




This study explores the relationship between service quality and patient satisfaction in the context of the public hospitals in Vietnam, an emerging economy in Asia. Both qualitative and quantitative methods were used in this investigation. To test the hypothesized relationships, a large survey data were collected and multiple regression analyses were performed. The results provided empirical evidence for the impact of three dimensions of service quality (‘tangibles’, ‘accessibility to healthcare services’, and ‘attitude and medical ethics’) on patient satisfaction. Discussion of the research findings is presented. Implications for hospital management and policy makers, and future research directions are also provided.



Service quality; patient satisfaction; public hospitals; emerging economy.


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