Sustainable business development of private hospitals in Vietnam: Determinants of patient satisfaction, patient loyalty and revisit intention

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The role of private hospitals is increasingly important in Vietnam. The study aims to determine associations between service quality and hospital brand image with satisfaction and patient loyalty, revisit intention at private hospitals in Vietnam. Quantitative cross-sectional data were collected from 268 patients in DaNang city, Vietnam. Scales to measure hospital service quality, hospital brand image, patient satisfaction, loyalty, and patient revisit intention were developed. The methods used to test the hypotheses of the study include exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and structural equation modeling (SEM). One notable finding in this study provides practical evidence on the relationship of hospital service quality and hospital brand image with patient satisfaction and loyalty. In addition, service quality has a direct influence on patient satisfaction and revisit intention as the indicator of patient loyalty. Meanwhile, hospital brand image has a direct influence on patient loyalty, although it did not influence patient satisfaction. Results of this study help providing the basis for the marketing and customer care programs of private hospitals in DaNang city, Vietnam.

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    • Figure 1. Conceptual model
    • Figure 2. Standardized CFA results
    • Figure 3. Standardized SEM model outcomes
    • Table 1. Questionnaire items
    • Table 2. Demography of respondents
    • Table 3. Rotated component matrix and Cronbach’s alpha testing
    • Table 4. Result of composite reliability and average variance extracted testing
    • Table 5. Hypotheses testing
    • Conceptualization
      Phan Thanh Hai
    • Data curation
      Phan Thanh Hai, Nguyen Thanh Cuong
    • Formal Analysis
      Phan Thanh Hai, Nguyen Thanh Cuong, Van Chien Nguyen, Mai Thi Thuong
    • Investigation
      Phan Thanh Hai, Van Chien Nguyen
    • Methodology
      Phan Thanh Hai, Van Chien Nguyen, Mai Thi Thuong
    • Project administration
      Phan Thanh Hai, Mai Thi Thuong
    • Software
      Phan Thanh Hai, Van Chien Nguyen, Mai Thi Thuong
    • Supervision
      Phan Thanh Hai
    • Writing – original draft
      Phan Thanh Hai, Nguyen Thanh Cuong, Van Chien Nguyen, Mai Thi Thuong
    • Writing – review & editing
      Phan Thanh Hai
    • Resources
      Nguyen Thanh Cuong
    • Validation
      Nguyen Thanh Cuong, Mai Thi Thuong
    • Visualization
      Nguyen Thanh Cuong