Sustainable business development of private hospitals in Vietnam: Determinants of patient satisfaction, patient loyalty and revisit intention
The role of private hospitals is increasingly important in Vietnam. The study aims to determine associations between service quality and hospital brand image with satisfaction and patient loyalty, revisit intention at private hospitals in Vietnam. Quantitative cross-sectional data were collected fro...
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| Format: | Article |
| Language: | English |
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LLC "CPC "Business Perspectives"
2021-10-01
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| Series: | Problems and Perspectives in Management |
| Subjects: | |
| Online Access: | https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/15696/PPM_2021_04_Hai.pdf |
| _version_ | 1819130960028893184 |
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| author | Phan Thanh Hai Nguyen Thanh Cuong Van Chien Nguyen Mai Thi Thuong |
| author_facet | Phan Thanh Hai Nguyen Thanh Cuong Van Chien Nguyen Mai Thi Thuong |
| author_sort | Phan Thanh Hai |
| collection | DOAJ |
| description | The role of private hospitals is increasingly important in Vietnam. The study aims to determine associations between service quality and hospital brand image with satisfaction and patient loyalty, revisit intention at private hospitals in Vietnam. Quantitative cross-sectional data were collected from 268 patients in DaNang city, Vietnam. Scales to measure hospital service quality, hospital brand image, patient satisfaction, loyalty, and patient revisit intention were developed. The methods used to test the hypotheses of the study include exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and structural equation modeling (SEM). One notable finding in this study provides practical evidence on the relationship of hospital service quality and hospital brand image with patient satisfaction and loyalty. In addition, service quality has a direct influence on patient satisfaction and revisit intention as the indicator of patient loyalty. Meanwhile, hospital brand image has a direct influence on patient loyalty, although it did not influence patient satisfaction. Results of this study help providing the basis for the marketing and customer care programs of private hospitals in DaNang city, Vietnam. |
| first_indexed | 2024-12-22T09:07:54Z |
| format | Article |
| id | doaj.art-d601afcaafc04beeae971acaeba3d127 |
| institution | Directory Open Access Journal |
| issn | 1727-7051 1810-5467 |
| language | English |
| last_indexed | 2024-12-22T09:07:54Z |
| publishDate | 2021-10-01 |
| publisher | LLC "CPC "Business Perspectives" |
| record_format | Article |
| series | Problems and Perspectives in Management |
| spelling | doaj.art-d601afcaafc04beeae971acaeba3d1272022-12-21T18:31:33ZengLLC "CPC "Business Perspectives"Problems and Perspectives in Management1727-70511810-54672021-10-01194637610.21511/ppm.19(4).2021.0615696Sustainable business development of private hospitals in Vietnam: Determinants of patient satisfaction, patient loyalty and revisit intentionPhan Thanh Hai0https://orcid.org/0000-0003-2176-9153Nguyen Thanh Cuong1https://orcid.org/0000-0003-0337-7631Van Chien Nguyen2https://orcid.org/0000-0003-2947-5870Mai Thi Thuong3Ph.D., Associate Professor, Provost, School of Business and Economics, Institute of Research and Development, Duy Tan UniversityPh.D., Faculty of Accounting and Finance, Nha Trang UniversityPh.D., Faculty of Economics, Thu Dau Mot UniversityMBA, Hospitality and Tourism Institute, Duy Tan UniversityThe role of private hospitals is increasingly important in Vietnam. The study aims to determine associations between service quality and hospital brand image with satisfaction and patient loyalty, revisit intention at private hospitals in Vietnam. Quantitative cross-sectional data were collected from 268 patients in DaNang city, Vietnam. Scales to measure hospital service quality, hospital brand image, patient satisfaction, loyalty, and patient revisit intention were developed. The methods used to test the hypotheses of the study include exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and structural equation modeling (SEM). One notable finding in this study provides practical evidence on the relationship of hospital service quality and hospital brand image with patient satisfaction and loyalty. In addition, service quality has a direct influence on patient satisfaction and revisit intention as the indicator of patient loyalty. Meanwhile, hospital brand image has a direct influence on patient loyalty, although it did not influence patient satisfaction. Results of this study help providing the basis for the marketing and customer care programs of private hospitals in DaNang city, Vietnam.https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/15696/PPM_2021_04_Hai.pdfhospital brand imagehospital service qualitypatient loyaltypatient satisfactionprivate hospitalrevisit intention |
| spellingShingle | Phan Thanh Hai Nguyen Thanh Cuong Van Chien Nguyen Mai Thi Thuong Sustainable business development of private hospitals in Vietnam: Determinants of patient satisfaction, patient loyalty and revisit intention Problems and Perspectives in Management hospital brand image hospital service quality patient loyalty patient satisfaction private hospital revisit intention |
| title | Sustainable business development of private hospitals in Vietnam: Determinants of patient satisfaction, patient loyalty and revisit intention |
| title_full | Sustainable business development of private hospitals in Vietnam: Determinants of patient satisfaction, patient loyalty and revisit intention |
| title_fullStr | Sustainable business development of private hospitals in Vietnam: Determinants of patient satisfaction, patient loyalty and revisit intention |
| title_full_unstemmed | Sustainable business development of private hospitals in Vietnam: Determinants of patient satisfaction, patient loyalty and revisit intention |
| title_short | Sustainable business development of private hospitals in Vietnam: Determinants of patient satisfaction, patient loyalty and revisit intention |
| title_sort | sustainable business development of private hospitals in vietnam determinants of patient satisfaction patient loyalty and revisit intention |
| topic | hospital brand image hospital service quality patient loyalty patient satisfaction private hospital revisit intention |
| url | https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/15696/PPM_2021_04_Hai.pdf |
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