• Đánh giá mức độ hài lòng của bệnh nhân ngọai trú trên phương diện địa lý rộng hơn
• Thực hiện nghiên cứu theo phương pháp lấy mẫu khác để đạt kết quả chính xác hơn.
1. Andaleeb SS. (2001), “Service quality perceptions and patient satisfaction: a study of hospitals in a developing country”, Soc Sci Med, Vol. 52, p. 1359-70.
2. Anderson, E. (1995), “Measuring service quality and a university health clinic”, International Journal of Health Care Quality Assurance, Vol.8 No.2, pp. 32-7
3. Andersson, T.D. (1992), “Another model of service quality: a model of causes and effects of service quality tested on a case within the restaurant industry”, in Kunst, P. and Lemmink, J. (Eds), Quality Management in Service, van Gorcum, The Netherlands, pp. 41-58.
4. Anderson, E. and Sullivan, M. (1993), “The antecedentds and consequences of customer satisfaction for firms”, Marketing Science, Vol. 12, Spring, pp. 125-43
5. Angelopoulou, P., Kangis, P. and Babis, G. (1998), “Private and public medicine: a comparision of quality perceptions”, International Journal of Health Care Quality Assurance, Vol.11, No.1, pp. 14-20
6. Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996), “SERVQUAL revisited: critical review of service quality”, Journal of Services Marketing, Vol. 10 No. 6, pp. 62-72.
7. Babakus, E. and Mangold, W.G. (1992), “Adapting the SERVQUAL scale to hospital services: an empirical investigation”, Health Services Research, Vol. 26 No. 2, February, pp. 767-86. 8. Babakus, E. and Boller, G.W. (1992), “An empirical assessment of the SERVQUAL scale”,
Journal of Business Research, Vol. 24, pp. 253-68.
9. Baldrige National Quality (2008), "Criteria for Performance Excellence", http://www.quality.nist.gov/Criteria.htm
10. Bergman, B. and Klefsjo, B. (1994), “Quality: from Customer Needs to Customer Satisfaction”, McGraw-Hill, New York, NY, p. 16.
11. Bollen, K.A (1989), “Structural equations with latent variables”, John Wiley & Sons, New York
12. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V.A. (1993), “A dynamic process model of service quality: from expectations to behavioral intentions”, Journal of Marketing Research, Vol. 30, February, pp. 7-27.
13. Bouman, M., and Van der Wiele, T. (1992), “Measuring service quality in the car service industry: building and testing an instrument”, “International Journal of Service Industry Management”, Vol. 3 No. 4, pp. 4-16.
14. Brady, M.K., and Robertson, C.J. (2001), “Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-sectional study”, Journal of Business Research, Vol. 51 No. 1, pp. 53-60.
15. Brady, M.K., Cronin, J.J. & Brand, R. R. (2002), “Performance-only measures of service quality: a replication and extension”, Journal of Business Research, 55, pp. 17–31.
16. Buttle, F. (1994), “What’s wrong with SERQUAL?”, Working Paper No.277, Manchester Business School, Manchester, July.
17. Buttle, F. (1996), "SERVQUAL: review, critique, research agenda", European Journal of Marketing, Vol. 30 No. 1, 1996, pp. 8-32.
18. Carman, J.M. (1990), “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, Vol. 66 No. 1, Spring, pp. 33-5.
19. Chương, Phạm Hữu (2003), “Nghiên cứu những yếu tố tác động lên sự hài lòng của bệnh nhân điều trị nội trú”, Luận văn thạc sĩ chuyên ngành Quản trị kinh doanh, ĐH Bách khoa TPHCM 20. Crane, F.G. and Lynch, J.E (1988), “Customer selection of physicians and dentists: an
examination of choice criteria and case usage”, Journal of Health Care Marketing, Vol. 8, September, pp. 16-19
21. Cronin, J.J. Jr and Taylor, S.A. (1992), “Measure service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68
22. Cronin, J.J. Jr and Taylor, S.A. (1994), “SERVPERF versus SERVQUAL: reconciling performancebased and perceptions-minus expectations measurement of service quality”,
Journal of Marketing, Vol. 58, January, pp. 125-31.
firm ownership: an empirical investigation”, Journal of Political Economy, Vol. 102, pp. 257-98 24. Enriquez, F.T., Osuna, A.J., Bosch, V.G. (2004), "Prioritising customer needs at spectator
events: obtaining accuracy at a difficult QFD arena", International Journal of Quality & Reliability Management, Vol. 21 No.9, pp.984-90.
25. Evans, J.R. and Lindsay, W.M. (1996), “The Management and Control of Quality”, West Publishing Company, p. 15.
26. European Foundation for Quality Management (2003), EFQM Introducing Excellence, http://www.efqm.org/uploads/introducing_english.pdf
27. Fitzsimmons, J.A. and Fitzsimmons, M.J (2001), “Service Management Operations, Strategy, and Information Technology”, third editon, International Edition 2001, McGraw-Hill Higher Education
28. Foster, S. and Thomas, Jr (2001), “Managing Quality: An Integrative Approach”, Prentice- Hall, Upper Saddle River, NJ, pp. 223-44 (adsbygoogle = window.adsbygoogle || []).push({});
29. Gagliano, K.B. and Hathcote, J. (1994), “Customer expectations and perceptions of service quality in apparel retailing”, Journal of Services Marketing, Vol. 8 No. 1, pp. 60-9.
30. Garvin, D.A. (1983), “Quality on the Line”, Harvard Business Review, 61, pp. 65–73.
31. Goltieb, J.B., Grewal, D. and Brown, S.W. (1994),“Consumer satisfaction and perceived quality: complementary or divergent constructs?”, Journal of Applied Psychology, Vol. 79 No. 6, pp. 875-85.
32. Griffith, J. and Alexander, J. (2002), “Measuring comparative hospital performance/ practitioner response”, Journal of Healthcare Management, Vol.47, No.1, pp. 41-57
33. Gronroos, C. (1982), “Strategic Management and Marketing in the Service Sector”, Helsingfors: Swedish School of Economics and Business Administration.
34. Gronroos, C. (1984), “A service quality model and its implications”, European Journal of Marketing, Vol. 8, pp. 36-44.
35. Grönroos, C. (1993), “Toward a third phase in service quality research: challenges and future directions”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 2, JAI Press, Greenwich, CT, pp. 49-64.
36. Hardie, B.G.S., Johnson, E.J. and Fader, P.S. (1992), “Modelling loss aversion and reference dependence effects on brand choice”, working paper, Wharton School, University of Pennsylvania, PA.
37. Hair Jr., J.F, Anderson, R.E, Tatham, R.L. and Black,W.C. (1995), “Multivariate Data Analysis with Readings”, fourth editon, Prentical-Hall International, Inc.
38. Hair Jr., J.F, Anderson, R.E and Tatham, R.L. (1998), “Multivariate Data Analysis”, Macmillan Publishing, New York, NY.
39. Heizer, J., Render, B. (2006), “Operations Management”, Pearson Prentice Hall, pp. 9
40. Higgins, L.F., Ferguson, J.M. & Winston, J.M. (1991), “Understanding and assessing service quality in health maintenance organisations”, Health Marketing Quarterly, 9, pp. 5–20.
41. Hiidenhovi, H., Laippala, P. and Nojonen, K. (2001), "Development of a patient-orientated instrument to measure service quality in outpatient departments", Journal of Advanced Nursing, Vol.34, No.5, pp. 369-705
42. Hintze, J.L. 1997, “Number Cruncher Statistical Systems, version 5.03 5/90”, Kaysville, UT: NCSS.
43. Hjorth-Anderson, C. (1984) “The concept of quality and the efficiency of markets for consumer products”, Journal of Consumer Research, 11, pp. 708–718.
44. Iacobucci, D., Grayson, K.A. & Ostrom, A.L. (1994), “The calculus of service quality and consumer satisfaction: theoretical and empirical differentiation and integration”. In T.A. Swartz, D.E. Bowen & S.W. Brown (eds), Advances in Services Marketing and Management Vol 3 (pp. 1–68). Greenwich, CT: JAI Press.
45. Jabnoun, N and Chaker, M. (2003), “Comparing the quality of private and public hospitals”,
Managing Service Quality, Vol.13 No.4, 2003, pp. 290-99
46. Jabnoun, N. and Al-Tamimi, H.A.H (2003), ) “Measuring perceived service quality at UAE commercial banks”, International Journal of Quality and Reliablity Management, Vol. 20 No. 4, pp. 458-472
context of health care: a literature study”, Scandinavian, Journal of Caring Science, 16, 337– 344.
48. Kanji, G.K., Tambi, A.M.A., Wallace, W. (1999), "A comparative study of quality practice in higher education institutions in the US and Malaysia", Total Quality Management, Vol. 10 No.3, pp.357-71.
49. Kettinger, W.J., Lee, C.C. and Lee, S. (1995), “Global measures of information services quality: a cross-national study”, Decision Sciences, Vol. 26 No. 5, pp. 569-88.
50. Kilbourrne, W.E., Duffy, J.A, Duffy, M. and Giarchi, G. (2004), "The applicability of SERVQUAL in cross-national measurements of health-care quality", Journal of Service Marketing, Vol.18 No.7, pp. 524-533
51. Lee, H., Lee, Y. and Yoo, D. (2000), “The determinants of perceived service quality and its relationship with satisfaction”, Journal of Services Marketing Research, Vol. 14 No. 2/3, pp. 217-32.
52. Lehtinen, U. & Lehtinen, J.R. (1982), “Service quality: a study of quality dimensions, Unpublished working paper”, Helsinki: Service Management Institute, Finland.
53. Lewis, R.C. and Booms, B.H. (1983), “The marketing aspects of quality”, in Lewis, B.R. and Mitchell, V.W. (1990), “Defining and measuring the quality of customer service”, Marketing Intelligence and Planning, Vol. 8 No. 6, pp. 11-17.
54. Lewis, R.C. (1985), “Getting the most from marketing research: predicting hotel choice: the factors underlying perception”, The Cornell Hotel and Restaurant Administration Quarterly, February, pp. 82-96
55. Lewis, B.R. (1993), “Service quality measurement”, Marketing Intelligence and Planning, Vol. 11, No. 4, pp. 4-12.
56. Liljander, V., and Strandvik, T. (1997), “Emotions in service satisfaction, International”, Journal of Service Industry Management, 8, 2, pp. 148–169.
57.Lim, P. and Tang, N. (2000), “Study of patients’ expectations and satisfaction in Singapore hospitals”, International Journal of Health Care Quality Assurance, Vol.13 No.7, July, pp. 82- 96 (adsbygoogle = window.adsbygoogle || []).push({});
58. Majumdar, S.K. (1996), “Assessing comparative efficiency of the state-owned, mixed and private sectors in Indian industry”, Public Choice, Vol. 96, pp. 1-24
59. Malcolm Baldrige National Quality Program 2008 Criteria for Performance Excellence, http://www.quality.nist.gov/Criteria.htm
60. Mangold, W.G. & Babakus, E. (1991), “Service quality: the front stage vs. the back stage perspective”, Journal of Services Marketing, 5, 4, pp. 59–70.
61. Marley, K.A., Collier, D.A, and Goldstein, A.M. (2004),"The Role of Clinical and Process Quality in Achieving Patient Satisfaction in Hospitals", Decision Sciences, Vol.25 No. 3
62.Medinet, Mạng thông tin y tế TPHCM, <
http://www.medinet.hochiminhcity.gov.vn/tcyt/tim_main.asp>
63. Merkouris, A., Yfantopolos, J., Lanara, V. & Lemonido, C. (1999), “Patient satisfaction: a key concept for evaluating and improving nursing services”, Journal of Nursing Management, 7, 19–28.
64. Merkouris, A., Papathanasaglou, D.E. & Lemonidou, C. (2004), “Evaluation of patient satisfaction with nursing care: quantitative or qualitative approach?” International Journal of Nursing Studies, 41 , 355–367.
65. Meyer, S.M. and Collier, D.A. (2001), “An empirical test of the causal relationships in the Baldrige Health Care Pilot Criteria”, Journal of Operations Management, Vol. 19 No. 4, pp. 403-25.
66. Mittal, V., Ross, W.T. Jr and Baldasare, P.M. (1998), "The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions”, Journal of Marketing, Vol. 62, pp. 33-47.
67. Moeller, J. and Sonntag, A.K. (2001), “Evaluation of health services organizations: German experiences with the EFQM excellence approach in healthcare”, The TQM Magazine, Vol. 13 No. 5, pp. 361-6.
brokerage quality”, The Journal of Real Estate Research, Vol.10 No.1, pp. 99-114
69. Neuman, W.L. (2000), “Social research methods, qualitative and quantitative approaches”, fourth edition, Allyn and Bacon
70. Newcome, L.N. (1997), “Measuring of trust in health care”, Health Affairs, Vol. 16 No. 1, pp. 50-1.
71. Nunnally, J.C. (1978), “Psychometric Theory”, 2nd ed., McGaw-Hill Book Company, New York, NY.
72. Parasuraman, A., Zeithaml, V.A., and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Autumn, pp. 41- 50
73. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality ”, Journal of Retailing, Vol. 64, Spring, pp. 12-40
74. Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1991), “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, 67, 4, pp. 420–450.
75. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), "Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria",
Journal of Retailing, Vol.70 No.3, pp. 201-30
76. Pascoe, G.C. (1983), “Patient satisfaction in primary health care: a literature review and analysis”, Evaluation and Program Planning, Vol. 6 Nos. 3/4, pp. 185-97.
77. Philip, G., Hazlett, A. (1997), "The measurement of service quality: a new P-C-P attributes model", International Journal of Quality and Reliability Management, Vol. 14 No.3, pp.260-86. 78. Reidenbach, E. and Sandifer-Smallwood, B. (1990), “Exploring perceptions of hospital
operations by a modified SERVQUAL approach”, Journal of Health Care Marketing, Vol.10 No.4, December, pp. 47-55
79. Reilly, P. (2002), "The driving forces behind soaring healthcare costs", Modern Healthcare, 32(39), 8-9
80. Richard, M.D. & Allaway, A.W. (1993), “Service quality attitudes and choice behaviour”,
Journal of Service Marketing, Vol. 7, No. 1, pp. 59–68.
81. Rose, R.C., Uli, J., Abdul, M., Ng, K.L. (2004), "Hospital service quality: a managerial challenge", International Journal of Health care Quality Assurance., Vol. 17 No.3, pp.248-57. 82. Rust, R.T. & Oliver, R.L. (1994), “Service quality: insights and managerial implications from
the frontier”. Service Quality: New Directions in Theory and Practice (eds) (pp. 1–19). Thousand Oaks, CA: Sage.
83. Saleh, F. and Ryan, C. (1992), “Analysing service quality in the hospitality industry using the SERVQUAL model”, Services Industries Journal, Vol. 11 No. 3, pp. 324-43.
84. Schmidt, L.A. (2003), “Patients’ perception of nursing care in the hospital setting”, Journal of Advanced Nursing, 44 , 393–399. (adsbygoogle = window.adsbygoogle || []).push({});
85. Sewell, N. (1997), “Continuous quality improvement in acute healthcare: creating a holistic and integrated approach”, International Journal of Health Care Quality Assurance, Vol.10 No.1, pp. 20-6
86. Siddiqui, N. and Khandaker, S.A. (2007), "Comparison of Services of Public, Private and Foreign Hospitals from the Perspective of Bangladeshi Patients", Helath Popul Nutr, Vol. 25 No. 2, pp. 221-230
87. Spreng, R.A. and Singh, A.K. (1993), “An empirical assessment of the SERVQUAL scale and the relationship between service quality and satisfaction”, unpublished manuscript, Michigan State University, TN.
88. Sureshchandar, G.S., Rajendran, C. and Kamalanabhan, T.J. (2001), “Customer perceptions of service quality: a critique”, Total Quality Management. 12, pp. 111–124.
89. Tian, G.L. (2000), “State shareholding and corporate performance: a study of a unique Chinese data set”, working paper, London Business School, London
90. Teas, K.R. (1993), “Expectations, performance evaluation and consumers’ perceptions of quality”, Journal of Marketing, Vol. 57 No. 4, pp. 18-24.
assessment of a reassessment”, Journal of Marketing, Vol. 58, January, pp. 132-9. 92. Tổng cục thống kê, Niên giám thống kê 2006, Nhà xuất bản thống kê 2007
15. Trọng, Hoàng, & Ngọc, Chu Nguyễn Mộng (2005), "Phân tích dữ liệu nghiên cứu với SPSS", NXB Thống Kê
93. Van Dyke, T.P., Kappelman, L.A. and Prybutok, V.R. (1997), “Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire”, MIS Quarterly, Vol.21 No.2, pp. 195-208
94. Vân, Nguyễn Thị Thùy (2007), “Các yếu tố tác động đến sự thỏa mãn của khách hàng đối với chất lượng dịch vụ khám chữa bệnh tại trung tâm chẩn đoán y khoa Hòa Hảo”, Luận văn thạc sĩ chuyên ngành Quản trị kinh doanh, ĐH Bách khoa TPHCM
95. Vũ, Lê Quang (2006), “Đánh giá mức độ hài lòng của bệnh nhân điều trị nội trú tại các bệnh viện công”, Luận văn thạc sĩ chuyên ngành Quản trị kinh doanh, ĐH Bách khoa TPHCM
96. Wallace, T., Robertson, E., Miller, C. & Frisch, S.R. (1999), “Perceptions of care and services by the clients and families: a personnel experience”, Journal of Advanced Nursing, 29, 1144 – 1153.
97. Westlund, A.H. (2001), "Measuring environmental impact on society in the EFQM system",
Total Quality Managment, Vol. 12 No.1, pp.125-35.
98. Woodruff, R.B., Cadotte, E.R. and Jenkins, R.L. (1983), “Modeling consumer satisfaction processes using experience-based norms”, Journal of Marketing Research, Vol. 20, August, pp. 296-304.
99. Zeithaml, V.A. (1987), “Defining and Relating Price, Perceived Quality and Perceived Value”, Report No. 87–101. Cambridge, MA: Marketing Science Institute.
100. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1993), "The nature and determinants of customer satisfactions of service", Journal of the Academy of Marketing Research, Vol. 21 No. 1, pp. 1-12.
101. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), "The behavioral consequeces of service quality", Journal of Marketing, Vol. 60, April, pp. 31-46.
102. Youssef, F., Nel, D. and Bovaird, T. (1995), “Service quality in NHS hospitals”,
Journal of Management in Medicine, Vol.9 No.1, pp. 66-74
PHIẾU KHẢO SÁT
Tôi là học viên ngành Quản trị Doanh nghiệp Đại học Bách khoa TPHCM. Hiện tôi đang thực hiện đề tài “Đánh giá sự hài lòng của khách hàng về chất lượng dịch vụ khám bệnh ngoại trú tại TPHCM: so sánh giữa bệnh viện công và tư”. Tôi mong được sự hỗ trợ từ Anh/Chị bằng việc trả lời giúp những câu hỏi trong phiếu khảo sát này. Xin lưu ý không có câu trả lời đúng sai, những ý kiến của Anh/Chị đều hữu ích và có giá trị.
Trân trọng cám ơn Anh/Chị dành thời gian trả lời TP. Hồ Chí Minh, ngày 14 tháng 4 năm 2008
Anh/Chị vui lòng trả lời các câu hỏi sau đây bằng cách click chuột hoặc đánh dấu X vào ô mà Anh/Chị chọn 1. Lần gần đây nhất Anh/Chị đi khám ngoại trú hoặc đưa người thân đi khám bệnh ngoại trú
chưa tới 1 tháng 1 đến 6 tháng 6 đến 12 tháng 1 năm trở lên
(Nếu Anh/Chị đi khám hoặc đưa người thân đi khám ở nhiều bệnh viện hoặc phòng khám đa khoa thì
vui lòng chọn một nơi để trả lời các câu hỏi tiếp theo)
2. Bệnh viện hoặc phòng khám đa khoa Anh/Chị đi khám hoặc đưa người thân đi khám ở lần đó thuộc Nhà nước Tư nhân Nước ngoài hoặc liên doanh với nước ngoài 3. Nếu có thể, Anh/Chị cho biết tên bệnh viện Anh/Chị khám ngoại trú được đề cập ở câu 2
4. Tại bệnh viện trên, Anh/Chị khám hoặc đưa người thân đi khám ngoại trú theo loại hình (adsbygoogle = window.adsbygoogle || []).push({});
Bình thường Bảo hiểm y tế Dịch vụ
Dưới đây Anh/Chị vui lòng đánh giá bệnh viện hoặc phòng khám đa khoa được đề cập ở câu 2
Hướng dẫn trả lời
Anh/Chị trả lời bằng cách click chuột hoặc đánh dấu X vào ngay trước
con số tương ứng với chọn lựa của Anh/Chị. Nếu:
- Hoàn toàn không đồng ý với câu phát biểu: chọn ô số 1
- Hoàn toàn đồng ý với câu phát biểu: chọn ô số 5