This study focuses on examining the patient's satisfaction on quality of health care services at Hue University Hospital. Data were collected from 200 patients. The scale of measuring the quality of health care services was developed based on the SERVQUAL scale. Reliability and validity of the scale were evaluated by Cronbach’s Alpha and Exploratory Factor Analysis (EFA). Results from multi linear regression shows that there are six components playing an important role in the contribution of patient's satisfaction, in which highest impact on patient's satisfaction is Assurance (), following is Tangible (), Price (), Image (), Trust () and Reliability (). | Hue University Journal of Science ISSN 1859-1388 Vol. 113, No. 14, 2015, pp. 33-40 SATISFACTION WITH THE QUALITY OF HEALTH CARE SERVICES AT HUE UNIVERSITY HOSPITAL Nguyen Thi Minh Hoa* College of Economics, Hue University Abstract: This study focuses on examining the patient's satisfaction with the quality of health care services at Hue University Hospital. Data were collected from 200 patients. The scale of measuring the quality of health care services was developed based on the SERVQUAL scale. Reliability and validity of the scale were evaluated by Cronbach’s Alpha and Exploratory Factor Analysis (EFA). Results from multi linear regression show that there are six components contributing to the patients’ satisfaction, as follows: Assurance (), Tangible (), Price (), Image (), Trust () and Reliability (). Keywords: service quality, health care, satisfaction, SERVQUAL, hospital 1 Introduction Vietnam has gained remarkable achievements in economic development since the introduction of economic reforms. Following this economic development, the annual income per capita has been increasing. People with growing incomes are increasingly paying attention to health care. A majority of patients who have a high demand for health services begin to choose private health services providing better quality. Many patients are willing to go abroad for examination and treatment. Also, foreign hospitals’ promotion is attracting more patients in the country. This has posed great challenges for public hospitals in the country. Hue University Hospital (HUH) is one of the largest public hospitals in Hue City that are equipped with modern medical machines and applied with advanced technologies in health care and surgery. However, in order to attract patients to come and go back to the hospital for examination and treatment, attention must be paid not only to equipments and facilities but also the quality of health care services. How is the patient's .
