ĐẠI HỌC QUÓC GIA HÀ NỘI TRUONG QUAN TRI VÀ KINH DOANHĐÀO THỊ THANH NGA FACTORS AFFECTING THE SATISFACTION OF CUSTOMERS USING EXAMINATION AND TREATMENT SERVICES AT QUANG NINH PROVINCIAL C
Health care CONCEP
Healthcare encompasses the maintenance and enhancement of health through the prevention, diagnosis, treatment, and management of diseases, injuries, and physical and mental impairments This essential service is delivered by a range of medical professionals, including doctors, nurses, pharmacists, and therapists, among others It involves various levels of care, such as primary, secondary, and tertiary services, as well as activities within the public health sector.
Customers are individuals or organizations targeted by a business's marketing strategies, possessing the authority to make purchasing decisions They embody the qualities and characteristics of the products or services offered.
There are many different definitions of customer satisfaction and there is quite a bit of debate about this definition.
Customer satisfaction, as defined by Brown (1992), occurs when a product or service meets or surpasses customer needs, wants, and expectations This leads to repeat purchases, fosters loyalty, and generates positive word-of-mouth recommendations.
Customer satisfaction, as defined by Oliver (1997), refers to the extent to which a company's offerings meet or exceed customer expectations It embodies the psychological state experienced by customers when their needs are fulfilled through the consumption of a product or service.
Zeithaml & Bitner (2000), customer satisfaction is the customer's evaluation of a product or service that has met their needs and expectations.
According to Philip Kotler, customer satisfaction is the level of a person's sensory state resulting from comparing the results obtained from consuming a product/service with their own expectations .
Customer expectations are shaped by various influences, including personal shopping experiences, recommendations from friends and colleagues, and insights from sellers and competitors To enhance customer satisfaction, businesses must prioritize investments, particularly in effective marketing programs.
Customer satisfaction is defined as a customer's overall perception of a service provider, reflecting their emotional response to the disparity between their expectations and the actual service received, aimed at fulfilling a specific need or desire (Hansemark & Albinsson, 2004).
- Customer satisfaction is the fact that customers base some of their knowledge on a product or service that forms subjective evaluations or judgments.
It is a form of psychological feeling after a customer's need is satisfied.
Customer satisfaction is primarily shaped by the experiences gained during the purchase and usage of products or services After acquiring a product, customers assess their satisfaction by comparing their actual experiences with their initial expectations.
Customer satisfaction is defined as the emotional response—either pleasure or disappointment—that results from comparing the actual benefits of a product with the customer's initial expectations The level of satisfaction experienced by customers post-purchase hinges on this comparison between perceived value and anticipated benefits.
After customers purchase and use a product, they inevitably compare their expectations with the actual experience, which ultimately reflects their satisfaction This assessment highlights how well the product meets their needs and desires.
To achieve customer satisfaction, it's essential to communicate in a way that reflects your unique style While investing time in logo design, branding, and marketing materials is important, prioritize friendly and prompt interactions View each customer engagement not just as a response to their requests, but as a valuable opportunity to deepen your understanding of their needs.
2.2 The relationship between service quality and customer satisfaction
Service quality is considered as the gap between service expectations and customer perceptions when using the service (Parasurman, Zeithaml and Berry,
Some authors argue that service quality and customer satisfaction are interchangeable concepts due to their overlap However, other studies differentiate between the two, suggesting that service quality serves as the cause while customer satisfaction is the result In this view, satisfaction acts as a predictive measure, whereas service quality represents an ideal benchmark for evaluation.
According to Zeithaml and Bitner (2000), service quality and customer satisfaction are two different concepts, while service quality focuses specifically on service components, customer satisfaction is a concept generality.
There is still no consensus among researchers on the concepts, but most researchers believe that there is a relationship between service quality and customer satisfaction (Cronin and Taylor, 1992; Spereng, 1996)
According to Spreng and Mackoy (1996), service quality is an antecedent of customer satisfaction, and is shown in the following diagram:
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>> ơ ` 8 2.1 an between service quality and customer satisfaction
The connection between service quality and customer satisfaction is inherently positive; enhancing service quality is essential for boosting customer satisfaction Ultimately, high service quality leads to increased customer satisfaction.
Measuring patient satisfaction is crucial in the healthcare sector, where individuals often have limited options for medical services and must choose providers that align with their expectations Since patients typically have no alternative but to accept the services offered, understanding how the perceived value of care compares to their anticipated value is essential for improving healthcare delivery and meeting patient needs.
In today's rapidly advancing economy and technological landscape, there is a growing focus on health and wellness among individuals This surge in health awareness has led to significant growth in the medical industry, resulting in the establishment of numerous hospitals and healthcare facilities These institutions not only aim to deliver high-quality technical services but also prioritize customer satisfaction, which plays a crucial role in shaping their reputation and image.
Customer satisfaction plays a crucial role in affirming brand value, yet it is often challenging to sustain and measure Ultimately, the key driver of customer loyalty lies in the perceived value customers associate with a brand Therefore, understanding the factors that influence customer satisfaction is essential for businesses aiming to enhance loyalty and drive success.