Các yếu tố tác động đến sự hài lòng của bệnh nhân đối với chất lượng dịch vụ khám chữa bệnh ngoại trú tại bệnh viện đa khoa II Lâm Đồng

Tạp chí Khoa học Lạc Hồng14
JSLHU JOURNAL OF SCIENCE 
OF LAC HONG UNIVERSITYwww.jslhu.edu.vn Tạp chí Khoa học Lạc Hồng 2018, 6, 1-6 
FACTORS AFFECTING THE SATISFACTION OF OUTPATIENTS ON 
THE QUALITY OF HEALTHCARE SERVICES AT LAM DONG 
GENERAL HOSPITAL II 
Các yếu tố tác động đến sự hài lòng của bệnh nhân đối với chất lượng 
dịch vụ khám chữa bệnh ngoại trú tại bệnh viện đa khoa II Lâm Đồng 
Vũ Đức Hòa1a*, Nguyễn Văn Tân2,b and Huỳnh Văn Hóa3,c 
1.3Faculty of Pharmacy, Lac Hong University, Vietnam 
2Faculty of International Economics and Management, Lac Hong University, Vietnam 
[email protected], [email protected], [email protected] 
TÓM TẮT: Ngành Y tế giữ vai trò quan trọng trong sự phát triển kinh tế – xã hội, trong đó việc nâng cao chất lượng dịch 
vụ y tế và đảm bảo công bằng trong chăm sóc sức khỏe hiện đang là vấn đề còn nhiều thách thức và được quan tâm đặc 
biệt. Nghiên cứu nhằm xác định và đo lường các yếu tố tác động đến sự hài lòng của bệnh nhân đối với chất lượng dịch 
vụ khám chữa bệnh ngoại trú tại Bệnh viện Đa khoa II Lâm Đồng, là cơ sở để cải thiện chất lượng dịch vụ y tế, đáp ứng 
sự hài lòng và công bằng chăm sóc sức khỏe cho bệnh nhân vùng sâu vùng xa và người dân tộc thiểu số tại phía nam tỉnh 
Lâm Đồng. Nghiên cứu được thực hiện bằng phương pháp mô tả cắt ngang trên 360 bệnh nhân gồm người Kinh và người 
dân tộc thiểu số theo tỷ lệ 1:1. Kết quả nghiên cứu cho thấy có 05 nhân tố chất lượng dịch vụ tác động đến sự hài lòng 
của bệnh nhân theo mức độ giảm dần bao gồm: (1) Năng lực phục vụ, (2) Sự đáp ứng, (3) Sự cảm thông, (4) Sự tin cậy 
và (5) Phương tiện hữu hình. Ngoài ra, khám phá yếu tố dân tộc và một số yếu tố nhân khẩu học cũng như đặc điểm khám 
chữa bệnh khác có tác động có ý nghĩa thống kê đến mức độ đánh giá sự hài lòng của những bệnh nhân được khảo sát. 
TỪ KHOÁ: Chất lượng dịch vụ y tế, Sự hài lòng, Bệnh nhân ngoại trú, Dân tộc thiểu số, Bệnh viện Lâm Đồng 
ABSTRACT: The health sector plays a vital role in socio-economic development as well as improving the quality of health 
services; and ensuring equity in health care has been a challenging issue for a long time. The study aims to identify and 
measure factors affecting the satisfaction of patients in the quality of outpatient services at Lam Dong General Hospital 
II to provide basis recommendations for improving the quality of health services, meeting satisfaction and equity of health 
care services for disadvantaged and ethnic minority patients in the southern part of Lam Dong province. The study was 
conducted by a cross-sectional descriptive study of 360 patients, including Kinh and ethnic minorities, in a 1:1 ratio. The 
results showed five service quality factors affecting patient satisfaction in descending order: (1) Assurance, (2) 
Responsiveness, (3) Empathy, (4) Reliability, and (5) Tangible. Besides, some demographic and clinical characteristics 
that had statistically significant impacts on the level of satisfaction of the surveyed patients were also indicated. 
KEYWORDS: Quality of health-care services; Satisfaction; Outpatient; Ethnic minority; Lamdong hospital
1. INTRODUCTION 
These days, patient satisfaction about the quality of 
medical services is increasingly being worried, becoming 
the top concern of patients as well as healthcare providers 
and the government. In recent years, although the quality 
of medical examination and treatment at hospitals has been 
improved compared to the past, the results have not been 
commensurate with the people's healthcare needs. 
In the Decree 43/2006/ND-CP of the government, it 
stipulates the autonomy and self-responsibility for the 
performance of tasks, organizational structure, payroll, and 
finance for public non-business units as well as the policy 
of socialization of health. This decree has created 
conditions for a series of healthcare services to be 
established and developed, meeting the supply and demand 
rules of the healthcare "market" as well as ensuring 
competitive advantages of public hospitals to other health 
facilities more critical than ever. 
On the other hand, Lam Dong is a multi-ethnic province, 
belonging to one of the five provinces in the Central 
Highlands. At the discussion session of the Government's 
report on the implementation of the national goals of 
equality at the fourth session, the 14th National Assembly 
(November 2017), many deputies commented that there 
have been plenty of difficulties and challenges, especially 
for people in remote, isolated and ethnic minority areas, 
including medical and healthcare services. 
Therefore, this study is conducted to improve the quality 
of healthcare services by assuring medical fairness as well 
as the satisfaction of patients using medical examination 
and treatment services in public hospitals. 
2. THEORETICAL AND CONCEPTUAL 
FRAMEWORK 
According to Zeithaml and Bitner (2000), customer 
satisfaction is the evaluation of customers on a product or 
service that meets their needs and expectations [9]. 
According to Parasuraman, Zeithaml, and Berry (1985, 
1988), service quality is the distance between perceptions 
and expectations of customers when using the service [8]. 
In the field of health, Dansky and Miles (1997) claimed 
that that the satisfaction of patients with health care 
services would help health facilities to detect weaknesses 
and shortcomings in the process of providing services, 
Received: Dec, 31st, 2019 
Accepted: May, 15th, 2020 
*Corresponding Author 
Email: [email protected] 
JOURNAL OF SCIENCE
OF LAC HONG UNIVERSITY
JSLHU
Tạp chí Khoa học Lạc Hồng 2020, 9, 014-019
Tạp chí Khoa học Lạc Hồng 15
Vũ Đức Hòa, Nguyễn Văn Tân, Huỳnh Văn Hóa 
thereby controlling risks that can lead to dissatisfaction. 
Customer satisfaction when using medical services greatly 
depends on the results of medical examination and 
treatment, and on the relationships arising in the course of 
medical examination and treatment. Therefore, the 
assessment of customer satisfaction, in this case, is 
essentially an assessment of the quality of health services 
[6]. 
In addition, many other previous studies also confirmed 
a positive relationship between healthcare service quality 
and patient satisfaction (Khanchitpol and William, 2013; 
Zamil et al., 2012) [4]. 
Through the theoretical foundation and previous studies, 
the proposed research model is the model of Cronin and 
Taylor (1992) [1], in which variables and scales are 
adjusted to fit in the context, characteristics of the field as 
well as area and subjects of the study. Therefore, this 
proposed research model is as follows with 06 scales: 
From the proposed model, the hypotheses about the 
relationship between concepts in the research topic are 
formed as follows: 
• H1: Tangible positively affects patient satisfaction; 
• H2: Empathy positively affects patient satisfaction; 
• H3: Responsiveness positively affects patient satisfaction; 
• H4: Reliability positively affects patient satisfaction; 
• H5: Assurance positively affects patient satisfaction. 
3. RESEARCH METHODS 
Regarding the development and testing of patient 
satisfaction scales, the study carried out a cross-sectional 
description method combining qualitative and quantitative 
research, sample description, and verification of scales. 
In which, the original scale was built based on the 
SERVPERF model questionnaire and the inheritance of 
some previous studies. After that, conducting in-depth 
interviews with 08 experts from diverse fields to increase 
the rigor and value. Then following by a trial interview of 
20 patients representing two groups of subjects to adjust 
the words appropriately and easy to understand. 
Quantitative research data was collected by a convenient 
non-probability sampling method, interviewed based on 
the questionnaires with the sample size of 180 Kinh and 
180 ethnic minority patients within 05 weeks from March 
to May 2018 at Outpatient Examination Area in Lam Dong 
II General Hospital. 
The collected data were input/digitalized using 
Microsoft Excel 2010, coded and processed by SPSS 
(Statistical Package for the Social Sciences) software for 
Windows version 20.0; then, they were turned into 
Cronbach’s Alpha analysis, EFA discovery factor, and 
Pearson correlation to test the scales. 
In terms of measuring the impact of service quality 
factors on patient satisfaction, the study built a multiple-
linear regression model to identify which factors are 
significant and which factors have no significance for 
statistically increasing the satisfaction of the surveyed 
subjects, assessing the differences in the level of the 
influence of factors on patient satisfaction. 
For testing differences in assessing patient satisfaction, 
the study analyzes the differences of characteristics 
according to descriptive statistical methods with criteria 
such as gender, age, ethnicity, occupation, times 
examination, service type, through Anova one-way in-
depth analysis (Post-Hoc One-way Anova) and 
independent-samples T-test. 
4. RESULTS AND DISCUSSION 
4.1 Developing and testing the scale 
4.1.1 Qualitative research 
Complete the scale and adjust the questionnaires of 
satisfaction of outpatient patients at Lam Dong General 
Hospital II, including 06 components: (1) Tangible, 
(2) Empathy, (3) Responsiveness, (4) Reliability, 
(5) Assurance, (6) Satisfaction. From 29 observed 
variables, 07 nonconforming variables were removed due 
to non-standard in the initial data analysis or inconsonant 
in the hospital research context as agreed by the authors 
and interviewing experts. In addition, the meaning of terms 
and content for 22 remain official observed variables are 
also confirmed by authors and members participating in the 
Figure 2. Research process flowchart 
(Source: Authors’ summary) 
Original questionnaire 
Trial survey on 20 patients 
Practical observation 
Secondary sources 
Quantitative survey on 360 patients 
Adjusted questionnaire 
Data processing and inputting 
Data presentation 
Interview with 08 experts 
Data analysis 
Data analysis 
Figure 1. The proposed research model 
(Source: Summary of author) 
H5 (+) 
H4 (+) 
H3 (+) 
H2 (+) 
H1(+) Tangible 
Empathy 
Responsiveness 
Reliability 
Assurance 
Satisfaction 
Tạp chí Khoa học Lạc Hồng16
Factors affecting the satisfaction of outpatients on the quality of healthcare services at Lam Dong General Hospital II 
discussion group. Thereafter, the scale continues to be used 
in quantitative research for evaluation. 
4.1.2 Quantitative research 
Analysis of the characteristics of the surveyed sample 
shows that: The proportion of women is more significant 
than men (53.9% and 46.1%), the majority of the 
interviewees are those aged 31 and older (64.4% of the 
total number), 95% of the ethnic minority sample are Co 
Ho and Ma people, most of them have education levels 
below high school (78.9%) and main occupation is farmer 
(78.3%). Regarding the place of residence, the percentage 
of patients coming from Bao Loc City, where the hospital 
is located, and from other districts is 1:3 (25% and 75%). 
Most patients have health insurance (98.9%), the majority 
of patients often visit the hospital more than three times 
within a year (71.7%), 53.3% of patients have to wait more 
than three hours to complete the latest examination 
process. 
4.1.3 Data processing and scale verification 
Firstly, the study is conducted to assess the reliability of 
the scale through Cronbach’s Alpha coefficient. The 
calculation of the Alpha coefficient is presented in Table 1 
shows that no observed variables were excluded from the 
scale because the Alpha coefficients were in the range [0.8; 
0.9], and if removing a variable from the scale does not 
increase the reliability coefficient as well as in terms of 
content, the observed variable can be conserved. 
Table 1. Analyzing reliability of scale 
by Cronbach’s Alpha coefficient 
Factor Number of Items 
Cronbach’s 
Alpha 
Tangible 04 0.876 
Empathy 04 0.867 
Responsiveness 03 0.846 
Reliability 04 0.871 
Assurance 03 0.831 
Satisfaction 04 0.860 
Accepted value > 0.6 
 (Source: Authors’ analysis) 
The outcome of the reliability analysis of the scale 
shows that 22 observed variables meet the standards and 
are put into the performing EFA discovery factor analysis 
using the Principal Components extraction method and 
Varimax rotation to detect the structure and assessment of 
convergence of observed variables by components. 
The factor analysis is first conducted with 18 observed 
variables of the independent variables, resulting in 05 
convergence factors, analysis results on 04 observed 
variables of the dependent variable for one convergent 
factor only. 
Table 2. Summary of EFA analysis results 
Variables KMO statistic Barlett’s Sig. 
Cumulative 
% 
Independent 0.853 0.000 78.918 
Dependent 0.778 0.000 71.814 
Accepted 
value 0.5 ≤ KMO ≤ 1 50% 
(Source: Authors’ analysis) 
The results of two analyses show that the KMO index of 
the independent and dependent variables, respectively, are 
0.713 and 0.753, greater than 0.5, indicating that the data 
used for factor analysis are appropriate. 
Barlett’s test results with the Sig. significance level = 
0.000 < 0.05 (reject hypothesis H0: observed variables are 
not correlated with each other in the whole), so the 
hypothesis of correlation matrix between variables is a 
homogeneous matrix is rejected, which means variables 
are correlated with each other and satisfied factor analysis. 
Pearson correlation analysis results show Sig. Values 
between independent variables and the dependent variable 
meeting the requirements (0.000 < 0.05). It is possible to 
conclude that independent variables are correlated with the 
dependent variable, so it can be included in the model to 
explain the dependent variable. 
4.2 Measure the impact of factors on patient 
satisfaction 
Multivariate linear regression analysis is performed by 
the overall regression method of variables with SPSS 20.0 
software to determine the specific weight of each 
component affecting patient satisfaction, the results are: 
Table 3. Assess the suitability of linear regression model 
MODEL PARAMETERS 
Model R R2 Adjusted 
R2 
Std. Error Durbin-
Watson 
1 0.954 0.911 0.910 0.17731 1.897 
ANOVA 
Model Sum of 
Squares 
df Mean 
Square 
F Sig. 
Regre-
ssion 
113.996 5 22.799 
725.219 0.000 Resi-
dual 
11.129 354 0.031 
Total 125.125 359 
(Source: Authors’ analysis) 
The above analysis results show that the adjusted R2 
coefficient = 0.919 is high, proving that this linear 
regression model is consistent with the sample data set at 
91.9%, that is, the independent variables explained 91.9% 
variation of the satisfaction variable (SAT). With the 
hypothesis H0: R2 = 0, the ANOVA analysis results for 
F = 409.278 with Sig. = 0.000. Therefore, the conclusion that 
the linear regression model built is consistent with the overall. 
Table 4. Statistics in the regression model by the Enter method 
Model 
Unstandardized 
Coefficients 
Std. 
Coeffi-
cients t Sig. 
Collinearity 
Statistics 
B Std. Error β 
Tole-
rance VIF 
1 
(Cons
-tant) -0.105 0.072 -1.453 0.147 
TAN 0.117 0.021 0.124 5.460 0.000 0.491 2.038 
EMP 0.207 0.020 0.209 10.102 0.000 0.585 1.710 
RES 0.284 0.021 0.316 13.682 0.000 0.472 2.117 
REL 0.149 0.023 0.151 6.440 0.000 0.458 2.183 
ASSU 0.292 0.016 0.382 18.350 0.000 0.581 1.722 
(Source: Authors’ analysis) 
The above results show that the model does not violate 
the multicollinearity phenomenon because the variance 
inflation factor (VIF) is less than 3 [3]. 
Tạp chí Khoa học Lạc Hồng 17
Vũ Đức Hòa, Nguyễn Văn Tân, Huỳnh Văn Hóa 
The analysis also shows that all five factors are 
statistically significant (Sig. < 0.05), confirming the two-
sided test significance level, and these independent 
variables all affect the satisfaction level of patients with 
95% confidence. 
Additionally, the standardized regression coefficients are 
nonzero and have positive values (>0) which show that 
overall, Tangible (TAN), Empathy (EMP), Responsiveness 
(RES), Reliability (REL), Assurance (ASSU) variables have 
a positive impact on Satisfaction (SAT) variable. Since then, 
testing hypotheses of the research model and giving multiple 
linear regression equations as follows: 
SAT = -0.105 + 0.117*TAN + 0.207*EMP 
+ 0.284*RES + 0.149*REL + 0.292*ASSU 
Thus, in the context of other unchanged variables, every 
1% increases in the Tangible (TAN) variable will increase 
0.117% in the Satisfaction (SAT) variable of outpatients at 
General Hospital II Lam Dong. Similarly, Empathy 
(EMP), Responsiveness (RES), Reliability (REL) and 
Assurance (ASSU) variable will have the SAT of 0.207%, 
0.284%, 0.149% and 0.292%, respectively. 
4.3 Testing differences in assessing patient satisfaction 
Differences in satisfaction level by sex characteristics 
and living places of patients through Independent Samples 
T-Test showed that there are statistically significant 
relationships between sex, ethnic group and living place 
factors to the overall satisfaction of a patient with the 
quality of outpatient care at Lam Dong General Hospital II 
(Sig. <0.05). In particular, the average satisfaction level of: 
• The female patients (3.8952) is higher than the male 
counterparts (3.6810); 
• The ethnic minority patients (4.1111) is higher than the 
Kinh patients (3.4722); 
• The patients living in other districts (4.0304) is higher 
than the patients living in Bao Loc City (3.5503). 
To determine the differences in the satisfaction in terms 
of patients' age, education level, occupation, number of 
visits, total waiting time, date and types of examination, 
authors conducted ANOVA analysis. The results show that 
the patients' average values of satisfaction are: 
• Slight fluctuations among age groups, the average 
value of the group from 31 to 50 years old (3.7095) is lower 
and analytically different to patients aged 18 to 30 years 
(3.9116) (Post-Hoc Sig. = 0.013); 
• Decreasing by educational level, in which the average 
value of satisfaction of the primary and illiterate group is 
highest (4.2653), followed by the secondary group 
(3.9766), the group of upper secondary education and 
above is the lowest (3.4421) (Post-Hoc Sig. = 0.000); 
• Strong fluctuations among occupational groups, the 
average satisfaction level of the two groups farmers 
(4.0866) and workers (3.8426) are the highest, of the two 
groups officers (3.2900) and retirement (3.2125) are the 
lowest (Welch Sig. = 0.000); 
• Gradually declining according to the total time patients 
wait to complete their examinations, the group of patients 
who completed medical care within two hours assessed 
their average satisfaction level (4.0800) higher than that of 
patients waiting for two to three hours (3.7628) and 
patients waiting for longer than three hours (3.7312); 
• Varies dependent on the visit day, patients who visit on 
Mondays have a low average satisfaction value (3.6250), 
which is statistically different to those patients who visit on 
Tuesdays (3.8719; Post-Hoc Sig. = 0.008), Wednesdays 
(3.8672; Sig. = 0.014), Thursdays (3.8993; Sig. = 0.004); 
• There are no statistically significant differences 
between groups of patients with different amount of visits 
as well as between patients registering with health 
insurance or services. 
4.4 Comparing the impact of service quality factors on 
patient satisfaction by ethnic group 
For ethnic characteristics, authors continued to conduct 
Pearson correlation analysis separately for the majority 
ethnic group (the Kinh) and the minority ethnic group to 
consider the suitability of putting service quality 
components into two separate regression models. 
Multivariate regression analysis results are used to 
compare the level of impact of service quality factors on 
patient satisfaction by two ethnic groups. 
Pearson correlation analysis results show Sig. Values 
between independent variables and the dependent variable 
are satisfactory (0.000 < 0.05) so it can be concluded that 
independent variables (TAN, EMP, RES, REL, ASSU) are 
correlated with dependent variable. Therefore, it is possible 
to put them into the model for explaining the dependent 
variable (SAT). 
Authors conducted multivariate linear regressions with 
05 independent variables (1) TAN, (2) EMP, (3) RES, (4) 
REL, (5) ASSU, and an SAT to determine the specific 
weights of each component affecting the satisfaction of the 
two patient groups. The analysis is performed by the 
general regression method of variables (Enter) with SPSS 
20.0 software. The analysis results show that Adjusted R2 
samples of the two models are high (0.851 and 0.915), 
proving that this linear regression model is suitable for the 
data set of Kinh and ethnic minority sample groups at 
85.1% and 91.5%, respectively. 
With the hypothesis H0: R2 overall = 0, ANOVA 
analysis results give us Sig. = 0.000. Therefore, the 
hypothesis H0 is rejected, and the linear regression model 
built is consistent with the whole. 
Table 5. Statistics in regression model by the Enter method 
Group Model 
Standardized 
Coefficients Sig. 
(p_value) 
VIF 
β 
Kinh 
(Constant) 0.726 
TAN 0.109 0.003 1.566 
EMP 0.109 0.006 1.805 
RES 0.290 0.000 1.807 
REL 0.148 0.001 2.517 
ASSU 0.529 0.000 1.651 
Ethnic 
minorities 
(Constant) 0.565 
TAN 0.191 0.000 1.833 
EMP 0.325 0.000 1.457 
RES 0.367 0.000 2.119 
REL 0.064 0.015 1.455 
ASSU 0.302 0.000 1.398 
(Source: Authors’ analysis) 
Regression analysis results for the Sig. are less than 
0.05, confirming the two-sided test significance level 
between the independent variables and the dependent 
variable are both qualified, so these independent variables 
Tạp chí Khoa học Lạc Hồng18
Factors affecting the satisfaction of outpatients on the quality of healthcare services at Lam Dong General Hospital II 
have impacts on patient satisfaction with the confidence of 
95 %. 
Therefore, two multivariate regression equations with 
the standardized Beta coefficient for the two ethnic groups 
are formulated as follows: 
SATKinh = 0.109*TAN + 0.109*EMP + 0.290*RES 
+ 0.148*REL + 0.529*ASSU 
SATEM = 0.191*TAN + 0.325*EMP + 0.367*RES 
+ 0.064*REL + 0.302*ASSU 
Therein, 
SATKinh and SATEM: General satisfaction of Kinh 
ethnic patients and general satisfaction of ethnic minority 
patients about outpatient medical examination and 
treatment service at Lam Dong II General Hospital; 
TAN: Tangible; EMP: Empathy; RES: 
Responsiveness; REL: Reliability; ASSU: Assurance. 
From two linear regression equations above, authors 
summarises the following table (95% confidence level): 
Table 6. Comparing the impact of service quality factors 
 on patient satisfaction by two ethnic groups 
Impact 
level 
Kinh Ethnic minorities 
Factor 
Standardized 
Coefficients 
β 
Factor 
Strongest 
Weakest 
Assurance 0.529 0.367 Reliability 
Responsiveness 0.290 0.325 Empathy 
Reliability 0.148 0.302 Assurance 
Tangible 
và Empathy 
0.109 
0.191 Tangible 
0.064 Responsiveness 
(Source: Authors’ analysis) 
Therefore, there is a statistically significant difference in 
the level of satisfaction assessment of outpatient medical 
care services at Lam Dong General Hospital II between 
two groups of Kinh patients and ethnic minority patients. 
Analysis of two corresponding linear regression models 
showed that all 05 service quality factors studied have 
positive effects on patient satisfaction. 
However, for the Kinh group, the factor “Assurance” has 
an outstanding high impact (0.529) compared to the 
remaining four factors, the two factors with the weakest 
impact level are “Tangible” and “Sympathy” (0.109). 
For ethnic minority patients, the three most potent factors 
have a similarly close impact, namely “Responsiveness” 
(0.367), “Empathy” (0.325) and “Assurance” (0.302); the 
factor "Reliability" has the smallest impact coefficient 
(0.064). 
In general, the above results show that the impact of the 
factor “Tangible” is less varied between the two groups. 
However, the greater difference in impact levels of the 
remaining 4 factors may due to the differece in expectation 
trends of service quality or the service quality factors are 
have not been equally responded between the two target 
groups. In detail: 
• The Kinh group with higher average educational and 
income levels sets higher expectations for the quick and 
less waiting time for medical examination (Assurance); 
expertise and careful examination by physicians 
(Responsiveness); 
Figure 3. The impact rate of service quality factors 
on patient satisfaction by ethnic group 
 (Source: Authors’ analysis) 
• Ethnic minorities group with lower average educational 
and income levels, more different in language and culture 
sets higher expectations for accurate results as well as 
simple and transparent medical examination procedures 
(Reliability); the decent, friendly and equal treatment 
(Sympathy). 
5. CONCLUSION 
Regarding the construction and testing of scales for 
patient satisfaction with outpatient medical service quality 
at Lam Dong General Hospital II: 
The study tests a built-up scale consisting of 22 
observed variables over 360 collected questionnaires and 
shows that the scale reached a standard level of reliability 
and is suitable to impose on subsequent analyzes. 
Regarding the impact measurement of the quality of 
healthcare services on outpatient satisfaction at Lam Dong 
General Hospital II: 
The results of linear regression analysis indicate 05 
service quality factors affecting the satisfaction of patients 
when having outpatient medical examination and treatment 
at Lam Dong General Hospital II including: Assurance, 
Responsiveness, Empathy, Reliability and Tangible. The 
study result is also similar to the study of the authors D. 
Lalitha Rani and Yeshiemebet Demissie (2017) [2], Ho 
Bach Nhat (2015) [7] and the authors Le Tan Phung and 
Gerard FitzGerald (2014) [5]. In particular, two factors of 
Assurance and Responsiveness have the strongest impact, 
following by Empathy; Reliability and Tangible factors 
have less impact on patient satisfaction. 
Regarding testing the difference in assessing the 
satisfaction of patients' healthcare service quality 
according to a number of demographic factors, medical 
examination types and treatment characteristics: 
T-Test and ANOVA test results show that the factors 
of ethnic group, gender, age, place of residence, 
educational level, occupation and waiting time for 
examination are statistically significant to patient's 
satisfaction with outpatient healthcare services quality at 
Lam Dong General Hospital II. 
6. REFERENCES 
[1] Cronin Jr J. J. , Taylor S. A., "Measuring service quality: a 
reexamination and extension", The journal of marketing, 
1992, pp. 55-68. 
[2] D. Lalitha Rani , Yeshiemebet Demissie, "Service Quality of 
Public Hospitals in Amhara Region, Ethiopia: Outpatient 
Perspective", International Journal of Informative & 
Futuristic Research, 2017, 4, pp. 6632-6640. 
[3] Hoàng Trọng, Chu Nguyễn Mộng Ngọc, Phân tích dữ liệu 
nghiên cứu với SPSS, NXB Hồng Đức, 2008. 
Kinh Ethnic minorities 
Tạp chí Khoa học Lạc Hồng 19
Vũ Đức Hòa, Nguyễn Văn Tân, Huỳnh Văn Hóa 
[4] Khôi L. N. Đ., Thúy N. V. , Nghị Đ. H., "Mô hình mối quan 
hệ giữa chất lượng dịch vụ và sự hài lòng của bệnh nhân đối 
với dịch vụ y tế của các bệnh viện tuyến quận huyện tại thành 
phố Cần Thơ", Tạp chí Khoa học Trường Đại học Cần Thơ, 
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