(Luận văn) the mediating role of perceived value in the relationship between service quality and trust a case study of private general hospital in hcmc

UNIVERSITY OF ECONOMICS HO CHI MINH CITY to tn International School of Business gh p ie w n ad lo th yj LAM HAI NGUYEN an lu la ip uy n va THE MEDIATING ROLE OF PERCEIVED VALUE IN THE RELATIONSHIP BETWEEN SERVICE QUALITY AND TRUST – A CASE STUDY OF PRIVATE GENERAL HOSPITAL IN HCMC tz n oi m ll fu z ht vb k jm MASTER OF BUSINESS (Honours) om l.c gm an Lu n va re y te th Ho Chi Minh City – Year 2012 UNIVERSITY OF ECONOMICS HO CHI MINH CITY to tn International School of Business gh p ie w n ad lo th yj LAM HAI NGUYEN ip uy an lu la THE MEDIATING ROLE OF PERCEIVED VALUE IN THE RELATIONSHIP BETWEEN SERVICE QUALITY AND TRUST – A CASE STUDY OF PRIVATE GENERAL HOSPITAL IN HCMC n va tz n oi m ll fu z ID: 60340102 ht vb k jm gm MASTER OF BUSINESS (Honours) l.c om SUPERVISOR: DR PHAM NGOC THUY an Lu n va re y te th Ho Chi Minh City – Year 2012 to tn gh ACKNOWLEDGEMENTS p ie w n I would like to express my sincere gratitude to Dr Pham Ngoc Thuy who has ad lo supported me a lot with the thesis preparation and motivated me throughout the journey th of the thesis Her professional experiences help me understand research methods as yj ip uy well as useful knowledge for my research with me an lu la I greatly appreciate to all my friends who supported me to the survey at the hospital n va I would like to thank the board management and Doctors at Van Hanh Hospital to m ll fu allow me to the survey at this hospital and provided necessary information n oi Finally, I would like to send my best regards to all of those who kindly supported me tz during the data collection phase and the completion of this thesis z k jm an Lu Lam Hai Nguyen om l.c gm Ho Chi Minh City, Viet Nam ht vb December 9, 2012 n va re y te th to tn gh ABSTRACT p ie Healthcare is a significant part of a country's economy The delivery of health care w n services is very important of health care system, both to patients and hospitals There ad lo are many factors in treatment influencing to patients This research aims to identify the th service quality affecting to patient perceived value and the patient perceived value yj la ip uy affecting to patient trust an lu A questionnaire has been developed based on the dimension of patient – perceived Total Quality Service ( TQS) in healthcare scale, Corporate reputation scale, Perceived n va value scale, trust scale and then adjusted by results of in-depth interview of doctors, m ll fu nurses and patients The number of respondents is 177 people The average duration of n oi the interviews was ten minutes The respondent is that of individuals over the age of (from the interview day) tz 18, who used the hospitalization services of private general hospitals in 12 months z vb ht Findings highlight the positive influences of service quality to perceived value and the jm strong significant impact of perceived value to trust Therefore, investor should k gm improve service quality to gain patient trust om l.c Because of limited time and resources, the dimension of service quality has factors while the conceptualization of service quality SERVQUAL features five dimensions: Lu an tangibles, reliability, responsiveness, empathy and assurance (Parasuraman et al., re service quality in healthcare n va 1988) Future researches may consider including more factors to understand deeply in y te th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc to tn gh TABLE OF CONTENTS p ie CHAPTER 1: INTRODUCTION w 1.1 1.2 1.3 1.4 1.5 1.6 n ad lo Research background Research Problems Research questions and objectives Research scope Research methodology Thesis structure th yj ip uy 2.1 an lu la CHAPTER 2: LITERATURE REVIEW & THEORETICAL MODEL 10 Service quality 10 n va 2.1.1 Organization reputation 10 2.1.2 The Administrative procedures 11 2.1.3 Facilities: 12 2.1.4 Doctor and Nurse care 12 2.2 Patient perceived value 14 n oi m ll fu Patient trust 15 2.4 Conceptual model 15 2.5 Hypotheses 17 tz 2.3 z ht vb Relationship between service quality and perceived value 17 2.5.2 Relationship between perceived value and trust 17 k jm 2.5.1 gm 3.1 om l.c CHAPTER 3: RESEARCH METHODOLOGY 18 Research process 18 Lu Measurement scale 19 Construction of measurement scales 19 Measurement scale of the Organization reputation 20 Measurement scale of Administrative Procedures 20 Measurement scale of the facility 21 Measurement scale of Doctor & Nurse care 21 re th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc y te 3.3.1 3.3.2 3.3.3 3.3.4 3.3.5 n va 3.3 an 3.2 Qualitative study 19 (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc to tn gh p ie 3.3.6 Measurement scale of Patient perceived value 22 3.3.7 Measurement scale of Patient trust 23 3.4 Questionnaire design 25 Main survey 26 w 3.5 n 3.7 Data collection 26 ad lo 3.6 Data analysis 27 th yj CHAPTER 4: DATA ANALYSIS AND RESULTS 28 uy Descriptive data analysis 28 ip 4.1 an lu la 4.1.1 Data summary 28 4.1.2 Characteristics Of Respondents 29 4.1.3 Descriptive data 29 4.2 Assessment of measurement scales 31 n va 4.3.1 4.3.2 tz n oi m ll fu 4.2.1 Cronbach alpha reliability analysis 31 4.2.2 Exploratory Factor Analysis 33 4.2.3 The revised conceptual model 39 4.3 Correlation and Hypotheses testing 40 Correlation 40 Testing assumptions of multiple regression 42 z vb ht CHAPTER 5: CONCLUSION AND IMPLICATION 47 jm Main finding: 47 5.2 Managerial implications 48 5.3 Research limitations and implications for future 48 k 5.1 om l.c gm an Lu n va re y te th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc to tn gh CHAPTER 1: INTRODUCTION p ie Research background 1.1 w n ad lo Healthcare industry is a special service industry that is paid much attention because it has directed relation to citizens According to the World health organization, the health th yj systems‟ goal is good health, responsiveness to the expectations of the population, and uy la ip fair financial contribution an lu Vietnam healthcare system relates to government The decision-making powers belong to the central government, which takes inputs from governing authorities of cities and n va provinces Its healthcare market emphasizes „cure‟ rather than „prevention‟ In mid- m ll fu 1993, realizing the need for private foreign investment in medicine, the central n oi government opened the healthcare sector to private local and foreign firms by allowing tz them to setup clinics and hospitals Since then the number of private hospitals has been growing fast, especially due to the failure of the public sector to meet the country‟s z ht vb needs of proper healthcare jm HCMC is invested to become a centralized health care in South region However, the k gm facilities of public general hospitals are worst The top public general hospitals are Cho Ray hospital, Nhan dan Gia Dinh Hospital… Some of these are downgrading l.c om significantly Lu an Health Ministry has some projects to solve this problem such as: upgrading re build new public general hospitals n va infrastructure, facilities, training for physician in provinces… Besides this, HCMC will y te th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc to tn gh On the other hand, private general hospitals also improve their ability to server p ie patients Anh Thuy & Phi Khanh (2012) reports that HCMC has 33 private general hospitals in order to solve the over loaded of public general hospitals w n In order to compete with public general hospital as well as themselves, private general ad lo hospitals are invested modern facilities, human resource to bring the value to patients th Providing quality service is considered an essential strategy for successful and survival yj ip uy in today competitive environment (Zeithaml, Berry & Parasuraman,1996) an lu la Customer perceived value explores the interaction between the product and service, while service quality generally focuses on the product or service, i.e what the n va organization provided ( Robert, 1996) Research Problems n oi m ll fu 1.2 tz Big cities as HCM have a large population Public general hospitals are not only served for local citizen but also served for other citizens who from provinces to HCMC for z ht vb their treatment Therefore, these hospitals are always overloaded patients jm Overloaded in hospital are defined “many people come to hospitals for their treatment k at the same time that human resource and capability in hospital can not afford and patients gm served ” l.c om (Ministry of Health, 2012) The percentage of overloaded in public general hospitals such as 115 hospital, Nhan dan Gia Dinh Hospital are 113%, 106%, respectively an Lu (Ministry of Health, 2012) va n Because of overloaded, patients are treated without courteousness and attention th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc y te Health Ministry, the number of private general hospital increased 11.4 % in 2011 re Therefore, the trend of treating at private general hospital is increasing According to (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc to tn gh The investors should understand what patients receive from hospital‟s service attributes p ie in order to contribute to patient‟s trust w How the private general hospitals compete with public general hospitals and with n ad lo themselves Exploring the affecting of service quality on patient‟s trust will help the owner of private general hospital to improve their business th yj Research questions and objectives la ip uy 1.3 To solve the problem defined above, the research aims at answering the following an lu questions: n va How is the service quality affecting to patient‟s perceived value? By understanding m ll fu this, the owners or investors can identify the right direction for their investment n oi How does the patient perceived value affect to patient trust? By evaluating the tz relationship between patient perceived value and patient trust, private general hospitals z will know how to make the customer‟s comeback ht vb k jm Based on the above research questions, the objectives of this study are: gm To identify the impact of Service Quality on Patient Perceived Value Research scope an n va The research focuses on private general hospitals in HCMC Lu 1.4 om l.c To measure the influence of Patient Perceived Value to Patient Trust (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc th (under 18 years old) and old people (over 60 years old) will not include in the study y te services of private general hospitals in months (from the interview day) Children re The respondent is that of individuals over the age of 18, who used the hospitalization (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc to tn gh The respondents choose the private general hospital without health insurance p ie Research methodology 1.5 w n ad lo This research is applied the quantitative method which were reviewed the theoretical background adaptable to the context The selection of the sample was random, a th yj random route in each hospital being established for each of the interviewers The uy number of respondents is 177 people The average duration of the interviews was ten ip an lu la minutes The respondent is that of individuals over the age of 18, who used the hospitalization services of private general hospitals in 12 months (from the interview n va day) m ll fu The data collected will be validated by Cronbach Anpha Reliability Analysis and selected by Exploratory Factor Analysis Finally, the model will be tested by using n oi Multiple Regression Analysis by SPSS version 20.0 Thesis structure tz 1.6 z ht vb jm Chapter 1: Introduction This chapter includes an overview of research background, k research problems, questions and objectives The research limitation, method and l.c gm structure are also mentioned om Chapter 2: Literature review and conceptual model The chapter consists of a an Lu review of previous research on the concepts of Service Quality Dimensions, Patient Perceived Value and Patient Trust Basing on previous research, a conceptual model n va and hypotheses are presented th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc y te collecting samples and analyzing data are presented re Chapter 3: Research methodology Research process, measurement and methods of (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 51 to tn gh Caruana, A., Money, A H., & Berthon, P R (2000) Service quality and satisfaction – p ie the moderating role of value European Journal of Marketing, 34(11), 1338-1353 Retrieved from http://search.proquest.com/docview/237026647?accountid=63189 w n Carver, C S., & Scheier, M F (1990) Origins and functions of positive and negative ad lo affect: A control-process view Psychological 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(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 52 to tn gh Ha, S., & Yun, J L (2011) Determinants of consumer-driven healthcare International p ie Journal of Pharmaceutical and Healthcare Marketing, 5(1), 8-24 doi: http://dx.doi.org/10.1108/17506121111121550 w n Hall, R (1993) A framework linking intangible resources and capabilities to ad lo sustainable competitive advantage Strategic Management Journal, 14(8), 607-607 th yj Retrieved 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(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 53 to tn gh Moliner, M A (2009) Loyalty, perceived value and relationship quality in healthcare p ie services Journal of Service Management, 20(1), 76-97 doi: http://dx.doi.org/10.1108/09564230910936869 w n ad lo Padma, P., Rajendran, C., & Prakash Sai, L (2009) A conceptual framework of service quality in healthcare Benchmarking, 16(2), 157-191 doi: th yj http://dx.doi.org/10.1108/14635770910948213 ip uy Parasuraman, A (1985) A conceptual model of service quality and its implications for la an lu future research Journal of Marketing (Pre-1986), 49(000004), 41-41 Retrieved from http://search.proquest.com/docview/209267557?accountid=63189 n va m ll fu Perloff, R M., Bonder, B., Ray, G B., Eileen, B R., & Siminoff, L A (2006) Doctorpatient communication, cultural competence, and minority health: Theoretical and n oi empirical perspectives The American Behavioral Scientist, 49(6), 835-852 Retrieved tz from http://search.proquest.com/docview/214781646?accountid=63189 z Ranaweera, C., & Prabhu, J (2003) On the relative importance of customer vb ht satisfaction and trust as determinants of customer retention and positive word of jm mouth Journal of Targeting, Measurement and Analysis for Marketing, 12(1), 82-90 k l.c gm Retrieved from http://search.proquest.com/docview/236970956?accountid=63189 Raposo, M., Alves, H M., & Duarte, P A (2009) Dimensions of service quality and om satisfaction in healthcare: A patient's satisfaction index Service Business, 3(1), 85-100 an Lu doi: http://dx.doi.org/10.1007/s11628-008-0055-1 n va re y te th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 54 to tn gh Robert, B W (1997) Customer value: The next source for competitive advantage p ie Academy of Marketing Science.Journal, 25(2), 139-153 Retrieved from http://search.proquest.com/docview/224864089?accountid=63189 w n Satir, C (2006) The nature of corporate reputation and the measurement of reputation components: An emprical study within a hospital Corporate Communications, 11(1), 56-63 Retrieved from http://search.proquest.com/docview/214190247?accountid=63189 ad lo th yj uy la ip Vandamme, R., & Leunis, J (1993) Development of a multiple-item scale for measuring hospital International Journal of Service Industry Management, 4(3), 30- an lu 30 Retrieved from http://search.proquest.com/docview/233647341?accountid=63189 n va Zeithaml, V A (1988) Consumer perceptions of price, quality, and value: A means- m ll fu end model and synthesis of evidence Journal of Marketing, 52(3), 2-2 Retrieved from tz n oi http://search.proquest.com/docview/227819739?accountid=63189 z ht vb k jm om l.c gm an Lu n va re y te th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 55 to tn gh APPENDICES p ie Appendix 1: Questionnaire survey w n ad lo QUESTIONNAIRE ON “THE MEDIATING ROLE OF PATIENT PERCEIVED VALUE IN THE RELATIONSHIP BETWEEN SERVICE QUALITY AND PATIENT TRUST- A CASE OF PRIVATE GENERAL HOSPITAL IN HCM” th yj uy Ladies and Gentlemen, ip an lu la My name is Lam Hai Nguyen, I am studying master course of ISB – The university of Economics I am conducting a research “the mediating role of patient perceived value in the relationship between service quality and patient trust- a case of private general hospitals in HCM” n va m ll fu n oi I appreciate if you can save your time to answer this questionnaire There is no right or wrong answer The feedback are kept confidential and used for research purpose only I GENERAL INFORMATION tz Thank you so much for your kind support z > monthS k jm During -3 months ht < a month vb The recent treatment that you have: gm 2.Which private general hospital are you often coming? ( Please write the name) om l.c _ Lu an II CONTENT n va re y te th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 56 to tn gh w n ad lo th 4: Agree yj 3: Neutral Strongly agree hospital that you wrote in question Please read each of the following statements carefully and circle the number that best reflects your opinion: 1: Strongly disagree 2: Disagree Strongly disagree Disagree Neutral Agree p ie Note: “X” in the statements below is meant private general uy an lu la ip 5: Strongly Agree I choose X hospital because of its success The value for money of treatment is worthy I think this hospital is Customer orientation I think many people know this hospital reputation The admission processes are handled promptly and properly In emergency case, I am easy of getting the desired bed on admission It is easy to get appointments to specialists (doctors) in the X hospital I am easy to access to emergency care and services in the X hospital I am easy to get appointments and the required help, advice or information over the phone and at the reception counter The waiting time for me to see doctors is kept minimum in the Out-Patient Department The time spent waiting for diagnostic tests and treatment, at the pharmacy, scan centers, blood banks and laboratories was reasonable an n va re y te th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc Lu The waiting rooms, clinical and diagnostic test rooms are adequately quiet, comfortable and clean X hospital has availability of adequate and up-to-date technological capability in the hospital (e.g diagnostic facilities like CT scans, MRI scans, X-rays and ultrasound) to serve patients effectively The pharmacy in X hospital has availability of required drugs in when patients want to buy drugs om l.c gm 14 k 13 jm 12 ht 11 vb 10 z tz n oi m ll fu n va (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 57 to tn gh 15 p ie 16 w n 17 ad lo 18 I feel doctors are courteous, patient and attentive to my needs and well being Doctors answer my questions and clearly explain the diagnosis and treatment outcome to me, in a way that I could understand I realize doctors are competent and skilful in their jobs The nursing staffs are courteous The nursing staffs give me prompt and timely attention 20 I realize nurses are competent and skilful in their jobs 21 X hospital provides high quality service 22 Patients treated with equality 23 X hospital can be trusted 24 I feel physician /staff looking out for my satisfaction 25 Doctors at X hospital are always reliable to patients an lu la n va m ll fu Considering what i would pay for the treatment, i will get much more than my money's worth I think my request in treatment at X hospital is qualified n oi Considering what i would pay for the treatment, I got a good experience during my treatment Considering what i would pay for the treatment, I feel safe, comfortable with X hospital I think the quality of treatment at X hospital is worth with my money and my time tz z 29 ip 28 uy 27 yj 26 th 19 ht vb k jm 30  18- 30 year-old  Male  31- 45 year-old om Age group:  Female l.c Gender: gm III OTHER INFORMATIONS  > 45 -55 year-old Lu an year-old  Staff  Manager / Businessman  Retired n Thank you so much (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc th  Married y te  Single re (Please indicate) _ Marital status : Others va Occupation:  > 55 (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 58 to tn gh PHIẾU KHẢO SÁT p ie Kính chào Ơng/Bà, tơi tên Lâm Hải Nguyên, học viên cao học Viện Đào Tạo Quốc Tế (ISB) – Trường ĐH Kinh Tế TP HCM Tôi nghiên cứu Chất lượng dịch vụ Bệnh viện đa khoa tư nhân TP HCM Rất mong Ông/Bà dành thời gian trả lời Phiếu khảo sát Lưu ý, khơng có câu trả lời hay sai Tất ý kiến Ông/Bà có giá trị cho nghiên cứu w n ad lo th yj ip uy Chân thành cám ơn hỗ trợ Ông/Bà! an lu la I THÔNG TIN TỔNG QUÁT Lần khám bệnh gần Ông/Bà cách đây: n va < tháng khoảng -3 tháng > tháng m ll fu tz II NỘI DUNG ĐÁNH GIÁ n oi Ông/Bà thường khám bệnh Bệnh viện Đa Khoa nào? (xin ghi rõ) _ k y te th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc re Tôi nghĩ uy tín bệnh viện X nhiều người cơng nhận n Tôi nhận thấy bệnh viện X hướng đến nhu cầu bệnh nhân va an Theo tơi, chi phí bệnh viện X tương xứng với việc điều trị Lu om Bệnh viện X nhiều người xem nơi khám điều trị bệnh tốt l.c gm Đồng ý Hồn tồn đồng ý jm Ơ số 1: Hồn tồn khơng đồng ý Ơ số 5: Hồn tồn đồng ý Các mức độ khác đánh vào ô số 2,3 tương ứng Không đồng ý Trung dung ht vb Xin Ông/ Bà cho biết mức độ đồng ý phát biểu sau “X” cách chọn đánh dấu (√) vào ô tương ứng, với: Hồn tồn khơng đồng ý z Lưu ý: “ X” phát biểu sau để bệnh viện đa khoa Ông/ Bà đề cập câu (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 59 to tn gh p ie Quá trình làm hồ sơ bệnh nhân bệnh viện X nhanh chóng xác Trong trường hợp khẩn cấp, tơi làm thủ tục nhập viện dễ dàng bệnh viện X w Bệnh nhân dễ dàng đặt lịch hẹn với bác sĩ chuyên khoa bệnh viện X n Có thể dễ dàng sử dụng dịch vụ cấp cứu chăm sóc đặc biệt bệnh viện X th ad lo yj Bệnh nhân dễ dàng hỏi thông tin xin tư vấn qua điện thoại bàn hướng dẫn ip uy an lu la 10 Thời gian ngồi chờ gặp bác sĩ khám bệnh bệnh viện X ngắn so với nơi khác n va 11 Thời gian chờ để làm xét nghiệm chẩn đoán bệnh viện X hợp lí m ll fu 12 Phịng chờ để khám, chẩn đoán, xét nghiệm bệnh viện X yên tĩnh, tiện nghi tz n oi 13 Bệnh viện X trang bị thiết bị y tế tiên tiến để phục vụ bệnh nhân hiệu 14 Nhà thuốc bệnh viện X có đủ loại thuốc cần thiết phục vụ bệnh nhân z ht vb 15 Các bác sĩ bệnh viện X tỏ ân cần, kiên nhẫn, quan tâm tới bệnh nhân k jm 16 Các bác sĩ bệnh viện X trả lời giải thích rõ ràng câu hỏi bệnh nhân re y te th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc n 22 Bệnh viện X đối xử bình đẳng với tất bệnh nhân đến khám chữa bệnh va 21 Tôi tin bệnh viện X cung cấp dịch vụ khám chữa bệnh chất lượng cao an 20 Tôi nhận thấy y tá bệnh viện X thông thạo công việc Lu 19 Các y tá bệnh viện X ý tiếp nhận bệnh nhân đến khám chữa bệnh kịp thời om 18 Các y tá bệnh viện X tỏ ân cần với bệnh nhân đến khám chữa bệnh l.c gm 17 Tôi nhận thấy bác sĩ bệnh viện X người có chuyên môn cao (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 60 to tn gh p ie 23 Tơi tin tưởng có kết tốt đến khám chữa bệnh bệnh viện X 24 Nhân viên bệnh viện X làm cảm thấy yên tâm đến khám chữa bệnh w n 25 Bác sĩ bệnh viện X tạo niềm tin chữa bệnh tốt cho bệnh nhân ad lo th 26 So với chi phí, thời gian cơng sức bỏ ra, lợi ích nhận từ bệnh viện X tương xứng yj la ip uy 27 Tôi nghĩ yêu cầu khám chữa bệnh bệnh viện X đáp ứng đầy đủ an lu 28 So với chi phí, thời gian công sức bỏ ra, bệnh viện X cho tơi trải nghiệm tốt q trình khám chữa bệnh n va 29 So với chi phí, thời gian cơng sức bỏ ra, bệnh viện X tạo cho an tâm trình khám chữa bệnh n oi m ll fu 30 Tơi thấy chất lượng q trình khám chữa bệnh bệnh viện X tương xứng với chi phí, thời gian cơng sức bỏ III THÔNG TIN KHÁC tz z Xin Ông/ Bà cho biết số thông tin cá nhân phục vụ cho việc tổng hợp trình bày kết thống kê:  31- 45 tuổi jm  18- 30 tuổi  Nam ht Nhóm tuổi: vb  Nữ Giới tính:  > 45 -55 tuổi  > 55 tuổi k  Khác (xin ghi  Đã kết hôn om  Độc thân  Về hưu l.c Tình trạng gia đình:  Doanh nhân/Quản lý gm Nghề nghiệp:  Nhân viên rõ) _ an Lu n va Xin chân thành cảm ơn hợp tác Ông/Bà! re y te th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 61 to tn gh Appendix 2: Factor analysis p ie EFA for independent variable w n ad lo th yj KMO and Bartlett's Test 2nd Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Df Sphericity Sig .847 781.825 an lu la ip uy 66 000 n va Total Variance Explained 2nd Initial Eigenvalues Extraction Sums of Squared Loadings % of Cumulative Variance % 35.742 35.742 7.658 43.400 6.412 49.812 3.714 3.023 2.733 ht k jm 4.289 919 769 vb om l.c gm an Lu re y te th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc n Extraction Method: Principal Axis Factoring a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance va 4.771 1.349 1.263 873 736 653 522 468 443 373 285 265 Total Rotation Sums of Squared Loadingsa Total z 10 11 12 % of Cumulative Variance % 39.762 39.762 11.239 51.001 10.523 61.523 7.274 68.797 6.135 74.932 5.438 80.370 4.348 84.718 3.898 88.617 3.692 92.309 3.105 95.413 2.379 97.792 2.208 100.000 tz Total n oi m ll fu Facto r (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 62 to tn gh p ie Pattern Matrixa 2nd Factor w n ad lo DOCNU18 989 DOCNU19 712 DOCNU20 626 DOCNU16 618 DOCNU15 495 PROCE07 PROCE08 PROCE06 PROCE09 ORGRE01 ORGRE04 ORGRE02 Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization a Rotation converged in iterations th yj an lu la ip uy 305 758 699 533 331 n va tz n oi m ll fu 876 683 513 z KMO and Bartlett's Test 3rd Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Df Sphericity Sig vb ht 809 k jm 567.983 45 000 om l.c gm an Lu n va re y te th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 63 to tn gh Total Variance Explained 3rd Initial Eigenvalues Extraction Sums of Squared Loadings p ie Factor w Rotation Sums of Squared Loadingsa n ad lo Total th % of Cumulative Total % of Cumulative Total Variance % Variance % 3.934 39.343 39.343 3.473 34.727 34.727 2.924 1.326 13.261 52.604 898 8.985 43.712 2.367 1.249 12.490 65.095 748 7.479 51.192 2.273 708 7.084 72.179 626 6.258 78.437 585 5.853 84.289 481 4.808 89.097 443 4.430 93.528 377 3.772 97.300 10 270 2.700 100.000 Extraction Method: Principal Axis Factoring a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance yj an lu la ip uy n va tz n oi m ll fu z ht vb Pattern Matrixa 3rd an n re y te 723 635 608 va th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc Lu 851 687 529 om l.c gm DOCNU18 950 DOCNU19 724 DOCNU20 640 DOCNU16 523 ORGRE01 ORGRE04 ORGRE02 PROCE08 PROCE07 PROCE06 Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization a Rotation converged in iterations k jm Factor (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc 64 to tn gh Appendix 3: p ie Figure 4.1: Histogram, Scatter Plot of dependent variable Perceived value w n ad lo th yj an lu la ip uy n va tz n oi m ll fu z ht vb k jm om l.c gm an Lu n va re y te th (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc (Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc(Luận.văn).the.mediating.role.of.perceived.value.in.the.relationship.between.service.quality.and.trust.a.case.study.of.private.general.hospital.in.hcmc