Shu - Te University College of Management Graduate School of Business Administration Master A Relationship Study between healthcare quality and patient’s key caretaker satisfaction for Hai Duong children’s hospital in Viet Nam. Student: Nhu Ngoc Thanh ID: 99733427 Advisor: Dr.Jau-Shyong Wang Co-Advisor: Dr. Pham Vu Thang September, 2013
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Shu - Te University
College of Management
Graduate School of Business Administration
Master
A Relationship Study between healthcare
quality and patient’s key caretaker satisfaction
for Hai Duong children’s hospital in Viet Nam.
Student: Nhu Ngoc Thanh
ID: 99733427
Advisor: Dr.Jau-Shyong Wang
Co-Advisor: Dr. Pham Vu Thang
September, 2013
Shu-Te University
Graduate School of
Business A
dministration
Thesis
A
relationship study between healthcare quality and
patient’s key caretaker satisfaction for Hai D
uong children’s hospital in V
iet Nam
Nhu N
goc Thanh
September, 2013
A relationship study between healthcare quality and patient’s key
caretaker satisfaction for Hai Duong children’s hospital in
Viet Nam.
Student : Nhu Ngoc Thanh
Advisor : Dr.Jau-Shyong Wang
Co-Advisor : Dr. Pham Vu Thang
A Thesis
Submitted to the
Graduate School of Business Administration
College of Management
Shu-Te University
In Partial Fulfillment of the Requirements
For the Degree of
Master of Science in
Business Administration
September, 2013
i
Shu-Te University
Graduate School of Business Administration
A relationship study between healthcare quality and patient’s key
caretaker satisfaction for Hai Duong children’s hospital in
Viet Nam. Student : Nhu Ngoc Thanh
Advisor : Dr.Jau-Shyong Wang Co-advisor : Dr. Pham Vu Thang
Abstract
The main purpose of this thesis is to research on the satisfaction of the patients
with factors of service quality in SERVQUAL model in Hai Duong Children’s Hospital
in Vietnam.
The research method used in this thesis is quantitative research with some
statistical step of data analysis and processing such as: descriptive statistics, scale
verification, factor analysis, correlation analysis, and regression analysis. The
supporting software is SPSS 20.0.
The research results showed that the satisfaction of patients with disease diagnosis
and treatment of the hospital was affected by four factors including: (1) assurance, (2)
empathy, (3) responsiveness, and (4) tangibles. The factor “reliability” has no impact on
general satisfaction of the patients. These factors positively influence the satisfaction of
the patients with services.
The research results also showed no differences between groups of different age,
income, job and education level.
In addition, the research also pointed out the limitations and directtions for further
researches.
Keywords: the satisfaction of patients, healthcare, service quality, SERVQUAL.
ii
Acknowledgements
I am so happy having chance to express my gratitude and my deep thanks to those
who have supported and encouraged me to complete this study. Without them it could
be difficult for me to fulfill this thesis.
Firstly, I would like to thank and appreciate the advices of Dr. Jau-Shyong Wang
and Dr. Sheng-Jung Li in the Faculty of the School of Business Administration, Shu-te
University and Dr. Pham Vu Thang, who have enthusiastically guided me in this
research process. Hints and tips by Dr. Wang, Dr. Li and Dr. Thang have great
importance for me to perform this research. Dr. Wang, Dr. Li and Dr. Thang are willing
to help me at any time and in any situation.
Secondly, I would like to thank the team of doctors, hospital staffs at Hai Duong
Hospital as well as my colleagues and especially the patients who took the time to
discuss and complete the questionnaire and gave advices for my research.
Finally I would like to express my sincere gratitude to my family, wife and
children, who have always encouraged me during the course of this study.
Nhu Ngoc Thanh
September, 2013
iii
Table of Contents
Abstract ......................................................................................................................... i
Acknowledgements ....................................................................................................... ii
Table of Contents ......................................................................................................... iii
List of Tables ............................................................................................................... vi
List of Figures ............................................................................................................. vii
An empirical study of patients expectations and satisfactions in
1. Human performance quality
17
Egyptian hospitals, International journal of health care quality assurance, 18 (7), 516 - 532
2. Human Reliability 3. Facility quality
3 Ahuja.M et al. (2011),
Study of service quality management with SERVQUAL model: An empirical study of GOVT/NGO`S eye hospitals in Haryana, Indian journal of commerce and management studies, 2(2) 310 - 318
Assessing the service quality of some selected hospitals in Karachi based the SERVQUAL model, Pakistan review, Juny, 266 - 314
1. Tangibles and Profesionalism 2. Reliability and Responsiveness 3. Assurance and Empathy 4. Feedback and Guidance 5. Affordability
6 Brahmbohatt, Barser and Joshi (2011),
Adapting the SERVQUAL scale to hospital service: An empirical investigation of patients` perception of service quality, International Journal of Multidisciplinary Research, 1(8), 27 -42
Service quality of private hospitals: The Iranian patients` perspective, BMC Health service Research, 1 -7
1. Reliability and Responsiveness 2. Assurance 3. Empathy 4. Tangibles
8 Soita .P.W (2012)
Measuring perceived service quality using SERVQUAL: A case Uganda Health and Fitness sector, International Journal of Business and Social Science, 3(5), 261 -277
This chapter will present the contents of research methodology such as research
model, research hypotheses, research design and other methods of data analysis. The
contents in details are as follows:
3.1 Research model
This study selected SERVQUAL as the theoretical research model combined with
the hypothesis of the relationship between service quality and customer satisfaction
(Spereng et al., 1996) which was tested in many different research fields such as: retail
selling (e.g: Naik et al., 2010; Durvasula and Lysonski, 2010); insurance sector (Bala et
al., 2011; S.Siami and Gorji, 2012; Tahmouri, 2012); telecommunications (Kassim and
Bojei, 2002; Seth, Momaya and Gupta, 2008, Ahmed et al., 2011; Zekiri, 2011; Islam,
2012); restaurant services (Chow and Luk, 2005; Andaleeb and Conway, 2006;
Markovic et al., 2010), and also the field of health care services (Mostafa, 2005; Ahuja
et al., 2011; Chakraborty and Majumdar, 2011; Ahmad and Samreen, 2011; Barser and
Joshi, 2011; Zarei et al., 2012; Soita, 2012). Therefore, the author proposed the research
model with following factors:
(1) Reliability
(2) Responsiveness
(3) Assurance
(4) Empathy
(5) Tangibles
19
Figure 4. The research model
3.2 Research Hypotheses
H1: The factor reliability of the hospital positively affects general satisfaction of
patients.
H2: The factor assurance of the hospital positively affects general satisfaction of
patients.
H3: The factor empathy positively affects general satisfaction of patients.
H4: The factor responsiveness positively affects general satisfaction of patients.
H5: The factor “tangibles” of the hospital positively affects general satisfaction of
patients.
Besides above hypotheses, the author also considered the differences between
different groups of patients through the analysis of variance (ANOVA).
3.3 Measurement of observed variables
Observed variables (survey questions) used in the study inherited from previous
researches. The questionnaire includes 26 observed items which were standardized by
Parasuraman et al. (1988) and referenced from questionnaire of the research of Mostafa
(2005) in Egypt, the research of Amad and Samreen (2011) in Pakistan in the field of
Reliability
Assurance
Tangibles
Responsiveness
Empathy Customer satisfaction
H2
H3
H4
H5
H1
20
health care services. In addition, the author also used a group discussion with the
patient’s relatives who are taking care of the patients in order to adjust the measurement
aspects of factors. The contents in details are as follows:
Table 2 the observed variables
No. Code Contents of question I Reliability
01 REL1 You trust the results of diagnosis and treatments of the hospital. 02 REL2 You see that the hospital staffs tried not to make mistakes when
implementing treatments for patients. 03 REL3 You see that the quality of health care services is as good as the notice
of the hospital. 04 REL4 You find the medical examinations of the hospital are precisely done. 05 REL5 You find if the staffs of the hospital promise to do something in a fix
time, they will do it. II Assurance 06 ASS1 You see that the doctors and nurses are never too busy to meet the
needs of the patients (for example: medical procedures, asking the place to test, etc.).
07 ASS2 You are informed by medical staffs about the done-time of the services will be carried out (for example: time to response the test results, etc.).
08 ASS3 You see that the doctors and nurses always show their courtesy and willingness to help the patients.
09 ASS4 You find that the services of the hospital are always provided fully and promptly.
III Empathy 10 EMP1 You find that the doctors devotedly care for each patient. 11 EMP2 You feel that the doctors and nurses always understand the worry and
special needs of the patients. 12 EMP3 You find that the patients are treated and cared enthusiastically and
thoughtfully. 13 EMP4 You find the time of medical examination is convenient for the
patients. IV Responsiveness 14 RES1 You think that the behaviors of the physicians create the trust to
patients. 15 RES2 You feel safe when diagnosing and treating diseases in the hospital.
21
16 RES3 You think that the hospital has good doctors and nurses. 17 RES4 You think that the medical staffs have sufficient knowledge to answer
all questions of patients. V Tangibles 18 TAN1 You find that the hospital is always clean. 29 TAN2 You see that the uniforms of the medical staffs are always neat and
courteous. 20 TAN3 You think the facilities of the hospital are attractive. 21 TAN4 You think that the facilities (tools, equipments…) of the hospital are
modern and sufficiently provided. VI General satisfaction with medical examination services 22 SAT1 You feel satisfied with the facilities of the hospital.
23 SAT2 You feel satisfied with the assurance of the hospital. 24 SAT3 You will use the medical examination services of the hospital for your
children when needed. 25 SAT4 You will introduce the hospital to others. 26 SAT5 In general, you feel satisfied with the services of the hospital.
3.4 Research Design
3.4.1 Discussion for scale adjustment
To build the survey questions, the author inherited the questionnaire from
the research of Parasuraman et al. (1988) and the questionnaire of Mostafa (2005)
in Egypt, questionnaire of Amad and Samreen (2011) in Pakistan. These questions
were translated from English into Vietnamese and distributed for the patients’
relatives to collect opinions through a group discussion (because of the features of
a children’s hospital, we cannot directly ask the patients, but the relatives of the
patients who are taking care of them) and then adjusted the questions in order to
get the final questionnaire for the research.
The discussion results showed that all opinions agreed with aspects (items)
posed in the trial questionnaire. It is just needed to adjust questions in semantics
and words to be more understanding for interviewees. Some groups of opinions
are as follows:
22
For the factor “tangibles”, the patient’s relatives pay attention to issues such
as: the application of modern equipments, the clean environment of the hospital,
the uniforms of the medical staffs must be neat; the facilities of the hospital must
be attractive. They are factors they supposed to have impact on their feelings
when making the medical examinations for your children in the hospital.
For the factor “reliability”, the patient’s relatives care the precision of the
medical examination methods, the careful style of work of the staffs, the quality of
services compared with ads information of the hospital. They are factors affecting
their feelings of the service quality.
For the factor “responsiveness”, the patient’s relatives pay attention to the
knowledge of the doctors and nurses when instructing and answering their
questions, the attitudes of doctors, and their feelings of the safety of medical
treatment methods. In their opinion, these factors need to be ensured and create
the safe feelings for the patients.
For the factor “assurance”, the patient’s relatives pay attention to the
timeliness of services, the caring of the medical staffs, the willingness to help
patients, etc. They are factors that are meaningful and important for them when
evaluating the service quality of the hospital.
For the factor “empathy”, the patient’s relatives care the enthusiasm and
thoughtfulness of the doctors, the convenient time, or the understanding of the
doctors with special needs of each patient.
In conclusions, we can see that most of opinions agree with posed items for
each factor. At once, the author adjusted questions in semantics. To get the final
questionnaire, the trial questionnaires would be adjusted once again through
collecting opinions of the patient’s relatives.
3.4.2 Scale selection
This study is a quantitative research, so scales must be hierarchical scales or
ratio scales, not identification ones. Hierarchical scales can be used here are
Stapel or Likert; however Likert scale is selected because it has advantage of
23
using a sequence of positive numbers. In details in this study, the five point Likert
scale is selected as the scales for survey items in the questionnaire.
3.4.3 Research sample selection
Sampling method
In this study, the author used the stratified sampling. After defining an
appropriate sample size, the samples would be distributed to each group of
patients depending on their age. The reason for stratifying samples on the age
group is that for the child patients there are similarities of the level of illness and
the diseases suffered by certain age groups. In details in this study, the patients
were divided into five small groups including the group at the age under 1, from 1
to 2, from 2 to 3, from 3 to 5 and the group at the age above 5. The structure of
samples was divided by the corresponding percentage of patients for each age
group.
The sample size of the study is determined by the principle of minimum
sample size to get the necessary reliability of the study. There are many different
opinions of a minimum sample size. Maccallum et al. (1999) summed up opinions
of previous researchers about the principle of minimum sample size with Factor
Analysis. According to Kline (1979) the minimum number of samples is 100,
Guiford (1954) supposed 200, Comrey and Lee (1992) gave the sample size for
the respective views with same opinions: 100 = bad, 200 = pretty, 300 = good,
500 = very good, 1000 or more = excellent. In this research, sampling was based
on the rule of Comrey and Lee (1992), the sample size was defined = 200 is a
good sample size.
Research objectives: Because the patients of the children’s hospital are child
patients, so the author did not make survey with them but with their relatives
(persons who directly take care of them in the hospital). These research objectives
are reasonable because for child patients, their parents are those who decide which
hospital to test. Moreover, child patients cannot understand much and answer all
questions.
24
Method of data collection: First of all, the author listed a name list of
patients who are diagnosing and treating diseases in the hospital, then divided
them into small groups of different age to get the overall number of each group.
Next, based on the number of samples for each group, the author listed patients to
investigate. In this step, the author divides child patients into following groups:
Group 1 included patients less than 1 year old, group 2 includes patient from 1 to
2 years old, group 3 includes patients from 2 to 3 years old, group 4 includes
patients from 3 to 5 years old, and group 5 includes patients more than 5 years
old. The reason for dividing those groups is that biological characteristics of the
patient's diseases base on recommendations from the Department of Health. And
the list of patients depends on the distribution of sample size for each age group.
The ratio of distribution of the questionnaire was divided by the proportion of
patients hospitalized at the time of the survey. At that time, there are 487 patients
diagnosing at the hospital, the author distributes 220 questionnaires to these five
groups base on the age of patients as above table. The selection of patients for
each group was based the k-jump formula as follows: k = m/n, in which m the
number of patient determined in an age group, n – the total of patients in this
group, k will be rounded to the smaller number (for example: k = 2.7 will be
rounded to 2). After that, from the list of each patient group, the author selected in
turn k, 2k, 3k,…, mk. This method will ensure the randomness of collected
samples. The results of distribution of samples by age group and k-formula to
select survey patients are as follows:
Table 3: Table Sample distribution by age and k-formula results
Patient group Quantity(n)
Estimated ratio of
distribution
Actual number of patients(m)
Estimated k Actual k
< 1 year 122 55.1129 55 2.21818 2 1 - 2 years 119 53.7577 55 2.16364 2 2 - 3 years 81 36.5914 35 2.31429 2 3 - 5 years 79 35.6879 35 2.25714 2 > 5 years o 86 38.8501 40 2.15 2
25
Total 487 220
After sample classified, questionnaires will be distributed to different groups to
make interviews with main interviewees. The obtained results will be summed up and
cleaned (wrong questionnaires removed) and then analyzed. The author classifies
sample by different age groups because of different features about the biology and
pathology of child patients. According to the Ministry of Health's recommendations on
child health care, children who usually have the same pathological will be divided into
following five groups: less than 1 year old, from 1 to 2 years old, from 2 to 3 years old,
from 3 to 5 years old, and above 5 years old.
3.5 Method of data analysis
The actual data were cleaned and analyzed SPSS 20.0 for Window through
statistical steps as follows:
3.5.1 Descriptive Statistics
The collected samples would be analyzed by descriptive statistics:
classifying the samples according to the classification criteria, calculating the
average point, maximum value, and standard deviation of the answers in collected
questionnaire.
3.5.2 Testing the reliability of scales
To test the reliability of scales used in the research, the author used
Cronbach`s Alpha coefficient and the total correlation coefficient. The observed
variables which did not ensure the reliability would be removed from the scale
and do not appear in the explore factor analysis (EFA). The standards were:
Cronbach`s Alpha must be at least 0.6 (Hair et al., 2006), the total correlation
coefficient less than 0.3 would be a “spam” variable and removed from the scale
(Nunally and Burstein, 1994).
3.5.3 Explore factor analysis
After factors were tested by Cronbach`s Alpha, they would be analyzed by
EFA method. Factor analysis would help the author detect implicit factors from a
26
set of smaller observed variables. Some standards applied in analyzing the EFA in
the study are as follows:
- Testing the suitability of factor analysis with data set through the value of
Kaiser-Meyer-Olkin (KMO). IF KMO is greater than 0,5, factor analysis with this
factor is appropriate (Garson, 2002), in contrast, if KMO is less than 0,5, the
application of factor analysis with that factor is not appropriate with the data set.
- The number of factor: The number of factors is determined based on the
eigenvalue index which represents the variation explained by each factor.
According to Kaiser’s standards, the factors with an eigenvalue index less than 1
will be removed from the research model (Garson, 2002).
- Variance explained criteria: The total variance explained criteria must be
greater than 50 % (Hair et al., 1998).
- The convergence value: To meet the convergence value of the scale, the
single correlation coefficient between variables and the factor loading must be
greater than or equal to 0.5 within a factor (Garbing and Anderson, 1988).
- Principal components method with Varimax rotation to ensure the number
of factors is smallest (Hoang Trong and chu Nguyen Ngoc, 2008).
3.5.4 Building the regression function
After the scales of factors were tested, the author would build the linear
regression function by the method of Ordinary least squares (OLS) with the
support of Enter method. According to Nguyen Dinh Tho (2011), Enter is more
appropriate for the testing researches.
3.5.5 Testing the research hypotheses
The research hypotheses would be tested through the research data from
regression function. The testing standards used the t statistics and the p-value
(sig.). With the reliability coefficient = 95%, the p-value would be directly
compared with 0.05 to conclude the acceptance or rejection of research
hypotheses. For testing the difference between subtotals, the study used t-test and
ANOVA to test each hypothesis, and the testing standards based on the value of
the corresponding p-value for each specific testing step. To test the suitability of
27
data and model, the author used F statistics, t statistics, and the adjusted R-square.
In addition, to assess the importance of factors, the author checked the Beta
coefficient in the regression function, which was built by research data.
28
CHAPTER 4 RESEARCH RESULTS
This chapter will present main results from data set which was collected by
statistical methods such as: descriptive statistics, scale verification, explore factor
analysis, correlation analysis, regression analysis, and testing research hypotheses. The
software analysis tool used here is SPSS 20.0. The contents in details are as follows:
4.1 Descriptive statistics
The expected sample size of the study is 200. To get this size, the author
distributed 220 samples, and got back 211 answered questionnaires. From these 211
ones, the author started cleaning them and then collected 204 valid ones which would be
analyzed in the next step. The results according to different sample groups are as
follows:
Patient group
Questionnaire number
Collected questionnaire
Questionnaire removed
Valid questionnaire
< 1 year old 55 52 2 50 1 - 2 years old 55 54 0 54 2 - 3 years old 35 34 1 33 3 - 5 years old 35 32 2 30 > 5 years old 40 39 2 37 Total 220 211 7 204
4.1.1 Sample classification by age of patients
In 204 valid answered questionnaires, the results showed that there were
two groups which had the biggest number of patients including the group of
patients at the age under 1 (50 patients) and the group at the age from 1 to 2 (54
patients) (corresponding with 25% and 26%), the left three groups including the
group at the age from 2 to 3, from 3 to 5, and above 5 had lower proportion and
were approximately equal to each other (corresponding with 33, 30 and 37
patients) (16%, 15% and 18%) (Figure 5). This result also reflected the tendency
29
of health of the child patients, the groups of newborn babies and children under 2
years old were the groups which were endangered of getting a disease more easily
than other groups. .
Figure 5. The rate of child patients by age
4.1.2 Sample classification by the education level of patient’s parents (the
career)
In 204 patient’s relatives (mostly the patient’s parents) there are over 50%
persons who are at college-level (105 persons, 52%), next is the group at
university-level with 39 persons (19%), the group at high school-level includes 33
persons (16%), the group at intermediate-level has 18 persons (9%), and the last
group has 9 persons (4%). This proves that the education level of the patient’s
parents currently is at quite high level.
30
Figure 6. Sample structure by the education level of patient’s parents
4.1.3 Sample structure by job of parents
In these 204 valid questionnaires, there are 105 ones belonging to the group
of persons who work in the office (52%), next is the group of workers with 57
persons (28%), the group of farmers includes 27 persons (13 %), and the last
group has 15 persons (7%). This proves that majority of persons who diagnose
and treat diseases in the hospital are mostly from urban areas and have parents
working in the office or working as workers. The number of children whose
parents are farmers has a low proportion. The reason comes from the restrictions
on economic conditions so that the children in rural areas are often treated their
diseases at home or in local medical stations.
31
Figure 7 Sample structure by the parent’s job
4.1.4 Sample classification by the income of patient’s parents
In 204 valid questionnaires, there are 135 persons who have income from 5
to 10 mil./month (66%), 55 persons have income less than 5 mil./month (27%), 12
persons have income from 10 to 15mil./month (6%), and only 2 persons have
income more than 15 mil./month (1%). This also reflects the fact that the parents
of child patients are still quite young, they are the new working group and have
not so high income in the society.
Figure 8. Sample structure by the income of patient’s parents
32
4.2 The research results from questionnaire
The results from questionnaire showed that the answers were from level 2
(minimum) to level 5 in the five point Likert scale, the standard deviation was quite
small (less than 1), and the average point was more than 3. This proved that the
perception level of patient’s relatives with the norms in the questionnaire was quite
alike (the standard deviation is small) and also at good level.
The analysis results show that KMO = 0.775 > 0.5, Batlett-test has p-value
= 0.000 < 0.05 (table 5), the variance extracted is 64.484% > 50% (table 7), factor
loading coefficients are greater than 0.5, and observed variables form five factors
(table 8). Therefore, the standards when doing factor analysis are appropriate with
the data set.
4.4.2 Explore factor analysis with the dependent variable
The results from EFA show that KMO = 0.761 > 0.5, Bartlett-test has p-
value = 0.000 < 0.05 (table 9), the variance extracted is 69.181% > 50% (table
10), and observed items form only one factor (table 11). Thus, using EFA with the
dependent variable is appropriate and the scale for factor “general satisfaction” is
a unidirectional scale.
Table 9. KMO and Bartlett's Test with the dependent variable
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .761
37
Bartlett's Test of Sphericity Approx. Chi-Square 872.871 Df 10 Sig. .000
Table 10. Total Variance Explained with the dependent variable
Component Initial Eigenvalues Extraction Sums of Squared Loadings
Total % of Variance Cumulative % Total % of Variance Cumulative % 1 3.459 69.181 69.181 3.459 69.181 69.181 2 .643 12.870 82.050 3 .569 11.389 93.440 4 .293 5.869 99.308 5 .035 .692 100.000 Extraction Method: Principal Component Analysis.
Table 11. Component Matrix with the dependent variable
Component 1
SAT5 .902 SAT2 .900 SAT3 .822 SAT4 .805 SAT1 .714 Extraction Method: Principal Component Analysis. a. 1 component extracted. So, after doing factor analysis with the set of observed items, there are no
factors being changed. The research model and hypotheses still be kept like in the
original model.
4.5 Correlation analysis
To test the relationship between the dependent variable “general satisfaction” and
factors in the research model, we use single correlation coefficient (Pearson correlation
coefficient). If the correlation coefficient is differ from 0 and p-value of two-sided test
less than 0.05, factors in the model have relationship with each other. A positive
correlation coefficient reflects a positive relationship, and in contrast, a negative
correlation coefficient reflects a negative relationship, and the bigger the correlation
38
coefficient between factors is, the closer the relationship between them is. The results
from data set are as follows:
Table 12. Pearson correlation coefficient
RES TAN EMP ASS REL SAT Pearson Correlation 1 .180** .540** .318** .138* .619** Sig. (2-tailed) .010 .000 .000 .050 .000 N 204 204 204 204 204 204 Pearson Correlation .180** 1 .204** .203** .137 .334** Sig. (2-tailed) .010 .003 .004 .051 .000 N 204 204 204 204 204 204 Pearson Correlation .540** .204** 1 .368** .336** .492** Sig. (2-tailed) .000 .003 .000 .000 .000 N 204 204 204 204 204 204 Pearson Correlation .318** .203** .368** 1 .313** .405** Sig. (2-tailed) .000 .004 .000 .000 .000 N 204 204 204 204 204 204 Pearson Correlation .138* .137 .336** .313** 1 .263** Sig. (2-tailed) .050 .051 .000 .000 .000 N 204 204 204 204 204 204 Pearson Correlation .619** .334** .492** .405** .263** 1 Sig. (2-tailed) .000 .000 .000 .000 .000 N 204 204 204 204 204 204 **. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed).
Note: RES is responsiveness; TAN is tangibles, EMP is empathy; ASS is
assurance; REL is reliability, and SAT is general satisfaction.
The research results show that factors in the model have relationship with the
dependent variable “general satisfaction”, in which the factor has biggest correlation is
RES (0.619, p < 0.05) and the factor has smallest correlation is REL (0.263, p < 0.05).
Between factors there is also relationship with each other, the two-sided test also shows
p-value < 0.05 (table 12). This suggests that it is needed to test the multicollinearity in
the multi regression function.
4.6 Regression analysis
39
Regression analysis will show the relationships between factors however, we
cannot know exactly which relationship they have to test the research hypotheses. Thus,
we need to use the regression analysis to test this. The analysis method used here is the
ordinary least squares (OLS), and the method of adding variables into regression is
Enter (adding all variables at a time). Because this is a testing research, so Enter method
will be more appropriate than Stepwise (Nguyen Dinh Tho, 2011).
4.6.1 The results from regression analysis by Enter
The estimated results from data set are as follows:
Table 13. Summary of estimated model by Enter
Model R R Square Adjusted R Square
Std. Error of the Estimate
Durbin-Watson
1 .700a .490 .477 .38685 1.964 a. Predictors: (Constant), REL, TAN, RES, ASS, EMP b. Dependent Variable: SAT
Zekiri.J (2011), Applying SERVQUAL Model and factor analysis in assessing customer
satisfaction with service quality: The case of Mobile Telecommunications in
Macedonia, International Bulletin of Business Administration, 10(11), 86 -10
60
QUESTIONNAIRE
Hello!
I am Thanh. a Master student at Shu-Te University, Taiwan. At this time, I am
doing Master’s thesis research under the title "A relationship study between healthcare
quality and patient’s key caretaker satisfaction for Hai Duong children’s hospital in
Vietnam."
Under the direction of Dr. Jau-Shyong Wang and Dr. Sheng-Jung Li in the
Faculty of the School of Business Administration, Shu-te University and Dr. Pham Vu
Thang, To complete this thesis, I would like to invite you, the patient’s relatives in Hai
Duong Children’s Hospital to answer questions in this questionnaire. All your private
information will be kept strictly confidential and will not be attributed to the individual
or organization. All responses will be stored in a secure environment. The results of this
research would be used for academic purposes only. This thesis is a non-profit research,
so if you need to know about research results, please contact me via email address….
1. The contents of questions
Please rate the extent to which you agree with each statement below. Circle the
number that best indicates for each statement (the higher agreement level you choose,
the more you agree with). In which:
(1) Strongly disagree
(2) Disagree
(3) Neutral
(4) Agree
(5) Strongly agree
No. Code The contents of question Agreement level
1 2 3 4 5 I Reliability 1 REL1 You trust the results of diagnosis and treatments of the
hospital.. 1 2 3 4 5 2 REL2 You see that the hospital staffs tried not to make
mistakes when implementing treatments for patients. 1 2 3 4 5
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3 REL3 You see that the quality of health care services is as good as the notice of the hospital. 1 2 3 4 5
4 REL4 You find the medical examinations of the hospital are precisely done. 1 2 3 4 5
5 REL5 You find if the staffs of the hospital promise to do something in a fix time, they will do it. 1 2 3 4 5
II Assurance 6 ASS1 You see that the doctors and nurses are never too busy
to meet the needs of the patients (for example: medical procedures, asking the place to test, etc.). 1 2 3 4 5
7 ASS2 You are informed by medical staffs about the done-time of the services will be carried out (for example: time to response the test results, etc.). 1 2 3 4 5
8 ASS3 You see that the doctors and nurses always show their courtesy and willingness to help the patients. 1 2 3 4 5
9 ASS4 You find that the services of the hospital are always provided fully and promptly. 1 2 3 4 5
III Empathy 10 EMP1 You find that the doctors devotedly care for each
patient. 1 2 3 4 5 11 EMP2 You feel that the doctors and nurses always understand
the worries and special needs of the patients. 1 2 3 4 5 12 EMP3 You find that the patients are treated and cared
enthusiastically and thoughtfully. 1 2 3 4 5 13 EMP4 You find the time of medical examination is convenient
for the patients. 1 2 3 4 5 IV Responsiveness 14 RES1 You think that the behaviors of the physicians create
the trust to patients. 1 2 3 4 5 15 RES2 You feel safe when diagnosing and treating diseases in
the hospital. 1 2 3 4 5 16 RES3 You think that the hospital has good doctors and
nurses. 1 2 3 4 5 17 RES4 You think that the medical staffs have sufficient
knowledge to answer all questions of patients. 1 2 3 4 5 V Tangibles
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18 TAN1 You find that the hospital is always clean. 1 2 3 4 5 19 TAN2 You see that the uniforms of the medical staffs are
always neat and courteous. 1 2 3 4 5 20 TAN3 You think the facilities of the hospital are attractive.
1 2 3 4 5 21 TAN4 You think that the facilities (tools, equipments…) of
the hospital are modern and sufficiently provided. 1 2 3 4 5 VI General satisfaction with disease diagnosis and treatment
services 22 SAT1 You feel satisfied with the facilities of the hospital 1 2 3 4 5 23 SAT2 You feel satisfied with the assurance of the hospital. 1 2 3 4 5 24 SAT3 You will use the medical examination services of the
hospital for your children when needed. 1 2 3 4 5 25 SAT4 You will introduce the hospital to others. 1 2 3 4 5 26 SAT5 In general, you feel satisfied with the services of the
hospital. 1 2 3 4 5 2. Personal information
Please share with us your personal information by answering following questions:
- The age of your relative (patient):
1. < 1; 2. From 1 to 2; 3. From 2 to 3; 4. From 3 to 5; 5. > 5
- Your education level:
1. High school; 2. Intermediate; 3. College; 4. University and above; 5. Other
- Your job:
1. Farmer; 2. Worker; 3. Officer; 4. other
- Your montSATy income (both husband and wife) (vnd):
1. < 5 mil.; 2. From 5 -10 mil.; 3. From 10 -15 mil.; 4.> 15 mil.