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[15] Bệnh viện Hòa Bình, Sự hài lòng của người bệnh.

http://benhvienhoabinh.com.vn/modules.php?name=News&op=viewst&sid=48.



[16] TS. Nguyễn Đình Huỳnh, CFA.

http://nguyendinhhuynh-researchdesign.blogspot.com/



[17] Bệnh viện Đà Nẵng.

http://dananghospital.org.vn/



[18] http://benhvienhoabinh.com.vn/modules.php?

name=News&op=viewst&sid=48

[19] BS. Hồ Mạnh Tường, Chất lượng chức năng của dịch vụ y tế.

http://drtuong.wordpress.com/2008/10/20/functional-service/



[20] Chung Nhi, Tiêu chí lớn là sự hài lòng của bệnh nhân.

http://giadinh.net.vn/40006p1044c1045/tieu-chi-lon-la-su-hai-long-cua-benhnhan.htm



[21] Tạp chí Marketing số 51/2009. Chất lượng chức năng dịch vụ y tế đáng

báo động.

http://www.saga.vn/Sukiendoanhnghiep/Nghiencuutinhhuong1/15514.saga



Tiếng Anh

[22] Andaleeb, S.S., 1998, “Determinants of customer satisfaction with

hospitals: a managerial model” International Journal of Health Care

Quality Assurance, Vol.11, No. 6, pp. 181–187.

[23] Andaleeb, S.S., 2001, “Service quality perceptions and patient

satisfaction: a study of hospitals in a developing country”, Social

Science & Medicine, Vol. 52, pp. 1359–1370.

[24] Dr K G Nair Customer satisfaction in hospitals The author is medical

director, Holy Family Hospital, Mumbai

[25] Emin Babakus and W. Glynn Mangold. “Adapting the SERVQUAL

Scale to Hospital Services: An Empirical Investlgatlon” Health Services

Research (February 1992): 767-786.

[26] Gronross, C. (1984), “A service quality model and its marketing

implications” European Journal of Marketing, Vol. 13 No. 4, pp. 37-44.

[27] James L. Arbuckle, Amos™ 18 User’s Guide.



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[28] J. Joseph Cronin, Jr. and Steven A. Taylor: Measuring Service Quality:

A Reexamination and Extension The Journal of Marketing, Vol. 56, No.

3 (Jul., 1992), pp. 55-68

[29] Joseph F. Hair JR, William C. Black, Barry J. Babin, Rolph Anderson:

Multivariate Data Analysis (7th Edition)

[30] Kotler, P. and Armstrong, G, (2004), Principles of Marketing, 10th

edition, Chapter 1, pp. 5-6, Pearson education, New Jersey

[31] Parasuraman, A., V. A. Zeithaml, and L. L. Berry. "A Conceptual Model

of Service Quality and Its Implications for Future Research." Journal of

Marketing 49 (Fall 1985): 41-50.

[32] Parasuraman, A., V. A. Zeithaml, and L. L. Berry. "SERVQUAL: A

Multiple-Item Scale for Measuring Customer Perceptionsof Service

Quality." Technical Report. Report no. 86-108. Marketing Science

Institute, Cambridge, MA, 1986.

[33] Parasuraman, A., V. A. Zeithaml, and L. L. Berry. "SERVQUAL: A

Multiple-Item Scale for Measuring Customer Perceptions of Service

Quality. "Journal of Retailing 64, no. 1 (Spring 1988): 12-40.

[34] Parasuraman, A., V. A. Zeithaml, and L. L. Berry. Refinement and

Reassessment of the SERVQUAL Scale "Journal of Retailing 67, no. 4

(Winter 1991): 420-450.

[35] Victor Sower, JoAnn Duffy, William Kilbourne, Gerald Kohers, and

Phyllis Jones: The dimensions of service quality for Hospitals:

Development and use of the KQCAH scale Health Care Manage Rev,

2001, 26(2), 47-59.



Giới tính và nhóm tuổi

Nhom tuoi



Gioitinh



Duoi 20



21 - 30



31 - 40



41 - 50



51 - 60 61 Tro lên



Count



Count



Count



Count



Count



Count



Nam



11



46



41



24



23



3



Nu



10



74



45



19



11



3



PHỤC LỤC 3

Thống kê mơ tả:

Trình độ và thu nhập

Thunhap

Tu 2 Duoi 2

duoi 3

trieu

triiu



Tu 3

-duoi 4

trieu



Tu 4 duoi 6

trieu



Tu 6 duoi 8

trieu



Tu 8

trieu tro

lên



Count



Count



Count



Count



Count



Count



Tieu hoc



3



0



0



0



1



0



Trung hoc

co so



9



14



6



2



4



3



16



17



12



5



8



3



13



21



28



10



4



4



Dai hoc



11



25



26



37



17



3



Trên Dai

hoc



0



0



0



0



3



5



Trung hoc

Trinhdo pho thông

TCCN-CD



Địa phương và nghề nghiệp

Nghenghiep

Kinh

Hoc

CB- doanh Huu Cong Chua co

sinh/Sinh

Khac

CNV buôn

tri nhan viec làm

viên

bán

Count Count Count Count Count Count Count

Da Nang

18

93

31

9

21

1

2

Dia

Diaphuong

phuong

13

61

27

6

25

1

2

khac

Benhnhan

Frequency Percent Valid Percent



Valid



Cumulative

Percent



Benh nhân



125



40.3



40.3



40.3



Cham soc benh

nhan



185



59.7



59.7



100.0



Total



310



100.0



100.0



Chuyenkhoa



Valid



Frequency



Percent



Valid Percent



Cumulative

Percent



Tieu hoa



69



22.3



22.3



22.3



Tim mach



64



20.6



20.6



42.9



Tiet nieu



46



14.8



14.8



57.7



Than kinh



30



9.7



9.7



67.4



Ho hap



39



12.6



12.6



80.0



Tong hop



62



20.0



20.0



100.0



Total



310



100.0



100.0



Dieutri

Frequency Percent Valid Percent



Valid



Cumulative

Percent



Chuan bi xuat

vien



190



61.3



61.3



61.3



Dang dieu tri



120



38.7



38.7



100.0



Total



310



100.0



100.0



Baohiem

Frequency Percent Valid Percent



Valid



Cumulative

Percent



Khong co bao

hiem



190



61.3



61.3



61.3



Co bao hiem



120



38.7



38.7



100.0



Total



310



100.0



100.0



Lankham

Frequency



Percent



Valid Percent



Cumulative

Percent



Valid



Lan dau



91



29.4



29.4



29.4



2 Lan



100



32.3



32.3



61.6



3 Lan



57



18.4



18.4



80.0



Hon 3 lan



62



20.0



20.0



100.0



Total



310



100.0



100.0



PHÂN TÍCH NHÂN TỐ KHÁM PHÁ EFA

Total Variance Explained

Comp

onent



Extraction Sums of Squared

Loadings



Initial Eigenvalues

Total



% of

Variance



Cumulative

%



Total



% of

Variance



Cumulative

%



Rotation Sums of Squar

Total



% of

Variance



1



9.781



36.225



36.225



9.781



36.225



36.225



4.358



16.139



2



1.929



7.143



43.367



1.929



7.143



43.367



3.714



13.756



3



1.389



5.144



48.511



1.389



5.144



48.511



2.700



10.001



4



1.373



5.087



53.597



1.373



5.087



53.597



2.622



9.712



5



1.070



3.963



57.560



1.070



3.963



57.560



2.147



7.951



6



.931



3.448



61.008



7



.880



3.261



64.269



8



.806



2.984



67.252



9



.738



2.734



69.987



10



.724



2.682



72.669



11



.637



2.359



75.028



12



.629



2.328



77.356



13



.572



2.118



79.474



14



.560



2.074



81.548



15



.534



1.978



83.526



16



.501



1.854



85.380



17



.487



1.805



87.185



18



.461



1.709



88.894



19



.420



1.556



90.449



20



.405



1.502



91.951



21



.371



1.375



93.326



22



.365



1.353



94.679



23



.342



1.267



95.947



24



.307



1.138



97.084



25



.289



1.069



98.153



26



.263



.976



99.129



27



.235



.871



100.000



Extraction Method: Principal Component

Analysis.



Component Matrixa

Component

1



2



3



4



QT5



.737



QT2



.724



-.412



QT3



.687



-.320



HQ5



.668



TH6



.665



QT1



.661



-.354



QT4



.660



-.345



QT6



.658



HQ1



.649



QT7



.646



HQ2



.640



HQ7



.636



TT2



.635



TT4



.635



HQ6



.629



TH3



.584



TH4



.572



HD2



.566



HQ3



.565



TT1



.549



HQ4



.548



TT3



.499



.404



HD1



.461



.455



TH5



.421



HD3



.525



TH2



.409



.634



TH1



.446



.506



5



-.306

-.358

-.336



.348

.302

.505

.363

.330

.362

-.352

.374

.358

.548



Extraction Method: Principal Component Analysis.



Rotated Component Matrixa

Component

1



2



3



QT1



.781



QT2



.753



QT4



.729



QT3



.707



QT5



.700



QT7



.585



.464



QT6



.468



.463



TH3



.388



.354

.682



HQ5



.645



HQ1



.640



HQ2



.622



TH6



.392



.609



TH5



.306



.482



TH4



.347



.474



.464



.455



.374



TT1



.683



TT3



.613



TT4

TT2



5



.301



HQ6



HQ7



4



.341



.358



.548

.366



.464



HD1



.361

.733



HD3



.359



.728



HD2



.320



.718



TH2



.775



TH1



.703



HQ4

HQ3



.385



.310



.515



.334



.501



Extraction Method: Principal Component Analysis.



PHÂN TÍCH NHÂN TỐ KHẲNG ĐỊNH CFA

Kiểm định lần thứ 1

Standardized Regression Weights: (Group number 1 - Default model)

Estimate

QT7







QT



.663



QT6







QT



.632



QT5







QT



.780



QT4







QT



.729



QT3







QT



.762



QT2







QT



.815



QT1







QT



.757



HQ7







TH



.635



HQ6







TH



.660



HQ5







TH



.680



HQ2







TH



.671



HQ1







TH



.674



TH6







TH



.691



TH4







TH



.575



TH3







TH



.576



TT4







TT



.659



TT3







TT



.601



TT2







TT



.678



TT1







TT



.638



HD3







HD



.789



HD2







HD



.816



HD1







HD



.567



HQ4







HQ



.660



HQ3







HQ



.675



TH2







HQ



.522



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