I TGNG IUAN &

Cac nhan td tac dong dgn si/ thoa man
cua khach hang do'i vdi chS't Itfrfng phuc vu
l^ham chfita bdnh phu san tai Trung tam y td'
thanh phd'Nha Trang
Nguyin Huynh Thai Tam (*), Nguyin Thi Hidn (**)

Muc dich cda nghiin cihi ndy Id xdc dinh cdc yi'u td tdc ddng de'n su thda mdn cua b$nh nhdn ddi
vdi chdt iuang phuc vu khdm chda benh phu san tgi Trung tdm Y li thdnh phd Nha Trang, xdc dinh
miic dd quan trgng tuang dd'i giUa cdc yiu id, ddnh gid mdc do thoa mdn ciia binh nhdn. Nghien cdu
duac ihuc hiin tgi Trung tdm Y li thdnh pho Nha Trang tit thdng 03 thdng 06 ndm 2009. Nghiin cdu
dd dua trin md hinh do ludng chd't lugng dich vu SERVQUAL (Parasuraman & cdng su,19B5) di
ddnh gid mdc dd hdi long cda benh nhdn. Thong qua phdn tich 500 mdu hgp li bdng phdn mem SPSS
vd AMOS, CO 5 yiu td chinh dnh hudng din su thoa mdn cua khdch hdng ddi vdi chdt lugng dich vu
khdm chda binh phu sdn tai Trung tdm Y te thdnh phd Nha Trang bao gdm: thdi do nhiet tinh cdm
thdng, dd tin cay, su ddm bdo, phuang lien hffu hinh, chi phi khdm chffa benh. Tdt cd cdc yiu tdndy
deu tdc dgng din sU thoa mdn cua khdch hdng. Nghien cffu tren khong chi dUa ra cdc gidi phdp de
ndng cao chdt lugng dich vu khdm chffa benh phu sdn tgi Trung tdm y li Nha Trang md con ddng
gdp vdo viec thii't ldp mo hinh chung do ludng chdt lugng dich vu y te tgi Nha Trang cilng nhutgi
Viit Nam.
Tff khda: Chdt lugng djch vu

Identifying factors that affect patients'
satisfaction about quality of gyneco-obstetrical
treatinent service at Nha Trang City
Medical Center
Nguyen Huynh Thai Tam (*), Nguyen Thi Hien (**)

The objective of this study is to identify factors that affect patients' satisfaction of quality of gynecoobstetrical treatment service at Nha Trang city Medical Center, to rate relatively the importance of
these factors, and to evaluate the satisfaction of patients using the service.The analysis of 500

questionnaires through SPSS and AMOS sotfware shows that there are six components which
construct the service quality, namely (1) Reliability, (2) Response, (3) Staff, (4) Price and (5)
Tap chi Y te Cfing cdng, 1.2010, Sd 14 (14) 43


IT6NS QUAN & HGHIEN ctiu I

Tangibility. All of them affect patient's saticfaction.This study not only offers solutions to improve
gyneco-obstetrical treatment service but also contributes to construct model for measuring quality
of medical services in Nha Trang City and in Vietnam.
Key words: Service quality

Tdc^a
{*)

Nguy§n Hujnh Thii TSm - Ke win vien - Tnmg tam Y te thanh phd Nha Trang.
Di^n thogi: 098 3 989 575. Email:
Nguyen Thi Hiln - Tien si - K£' toin tnrdng, Giang vien chinh.
Dign thoai- 0905 110367. Email

1. D$t vS'n dfi
Tai khoa san Trung tdm Y td thanb phd Nha
Trang, vifie cham sde va Iam thda man cae nhu can
khdm chffa bpnh san phu khoa cua bfinh nhan Id
dilu can Ihiet, ddc bipt trong dilu kifin xa hpi hod
y td dffng Irffdc sff thdch thffc cua nhieu ddi ihu canh
tranh. De ton tai va phdt trien thi Trung tara Y Ifi'
Nha Trang ein cd nhffng chidn Irfdc phil hdp nham
thu hdt khdch hang hdn nffa.
Bfin canh lam giam ihifi'u cdc irffdng hdp khifi'u

nai eua benh nhdn, edc nha quan ly eua Trung tam
con phai bieu rd chd'l iffdng dich vu kham ehffa bfinh
phu san md minh dang eung cap dffde hinh thanh iff
nhffng ydu id' then chdt nao de tff dd lam cd sd eai
tie'n eae ydu td nay nham nang cao cha't Iffdng dieh
vu va ddpffngtd't hdn nhu cdu cua bfinh nhdn.
Xua't phdt Iff nhffng ly do neu tren, viee tidn
hanb nghifin cffu nhSm xdc dinh, phdn tieh ddnh gia
cae ye'u id' tdc dfing ddn sff hai long cua bfinb nhan
ddi vdi chd't Iffdng dieh vu khdm ehffa bfinh phu san
tai Trung ldm Y lfi'ihanh phd'Nha Trang la hdi sffc
can thidt.
2. Dd'i trfldng va phU'dng phap nghifin cii'u
2.1. Ddi tUdng nghien cdu
Bfinh nhan de'n khdm chffa bfinh san phu khoa
khdng ed the Bao hiem Y td (BHYT) hoac the
BHYT khdc tuyfi'n.
2.2. PhiOfngphdp nghien cdu
44 Tap chi Y te Cfing cdng, 1.2010, Sd 14 (14)

Nghifin cffu tidn hanh Iheo hai giai doan nghifin
cffu sd bfi va nghifin cffu chinh Ihffc, Nghifin cffu sd
bp dffde Ihffc hipn bling phffdng phdp dinh tinh qua
ky thuat thao ludn nhdm, Bffdc nghifin cffrf nay
nhim khdm phd ra cdc ydu id tdc ddng Ien sff thda
man eua bpnh nhdn ngodi nhffng yeu td'dffde dffa ra
trong mo hinh nghifin effu dl xuat, Nghifin cffu dinh
tinh nham xdc dinh edc nhdn idva cdc thupe tinh do
Iffdng. Nghifin effu dinh Iinh tidn hanb qua ky thuat
ihao ludn nhdm vdi 20 ngffdi (phdng va'n ddi 1 gdm

5 ngffdi Id ehuyfin gia irong linh vffe kinh le', y id;
phong vd'n ddt 2 gdm 15 ngffdi la edc khach bang
thffdng xuyen sff dung dich vu lai Trung tam Y te'
Nha Trang). Sau phin nghifin erfu dinh tinh cae bien
quan sdt se dffde ebinh sffa, bd sung cho phu hpp
hdn, Iam cd sd cho vifie xdy dffng bang can hdi 6i
lidn hanh nghifin cffrf dinh Iffdng.
Nghien cffu chinh thffc dffde thtfe hien bang
phrfdng phdp dinh Irfdng ihong qua bang cdu hdi
phdng va'n. Brfdc nghien cffu nay nham ddnh gid cde
thang do, xac dinh mrfc dp quan trpng cua edc ydu
to do Iffdng mffe dfi quan trpng cua eae bidn, do
Iffdng mffe dp thoa man, do Iffdng mffe dd cam nhdn
va kiem dinh cdc gia thuyet da drfdc nfiu d phan
Irfin. Khao sdt dinh Iffdng thffc hifin tai Trung lam
Y id thdnh phd Nha Trang tff thdng 03/2009 den
06/2009, Ddi tffdng chpn raau la bpnh nhdn den
khdra chffa benh san phu khoa khdng ed the BHYT
hoac the BHYT khdc tuyen, lay mdu thudn tien.
Md hinh do Iffdng gdm 39 bidn quan sdt, theo
nghifin crfu cua BoIIen (1989) kich thffdc mlu tdi


ITfiNGQBAN&HGHIENCUUI

thidu la 5 i l n so vdi cdc ffdc Iffdng trong m o hinh (li
Ip 5:1), M o hinh nghifin cffu cd 39 ffdc Irfdng, nfin
kich thrfdc mdu d r f k i d n e b a p n h d n drfdc Id 390, sau
khi phdt h a n h 700 bp cau hoi, ket qua thu drfde 500
bp cdu hdi hdp Ie.

Nghifin cffu sff dung thang do Likert 5 mffe dp,
tff ( I ) Rdt khong hai ldng ddn (5) Rd't hai Idng do
Iffdng sff thoa man cua khdch hang ve ehl't Iffdng
dich vu,
Md hinh nghifin effu d l nghi nhff sau:

Vi = Po + PiXii + P2X2i + • ••+ M n i + %
Yi: la bien phu thugc, diTiJc xem li stf dioa man ciia
khich hing
Xi: li ydu to anh htfdng dfi'n stf thoa man cda khich
hing (D6 tin egy, stf dim bio, ihii dfi nhiet Unh,
cim thfing, phtfdng u^o hCTu hinh, chi phi khim
chfia bfinh)
p: la h? sd cfi lic dgng Itfdng tfng
^ sai sd Clia mfi hinb
Srf dung phan m i m SPSS 16.0 vd A M O S 16.0,
tidn h a n h k i e m dinh ihdng qua cdc bffdc: ( I ) ddnh
gid sd bp thang do va dp tin cdy cda bien do Irfdng
b^ng h§ so' Cronbach Alpha va dp gia tri (factor
loading) bang phdn tich nhdn Id'kham pha E F A [ I ] ,
(2) sff dung ky thudt phan tich nban td khang dinh
CFA[2] de kiera nghifim chdt che hdn v l tinh ddn
nguyfin, dp tin cay tdng hdp, dp gid tri (hpi tu, phan
bipt) c u a cdc khdi nifim, (3) sff dung md hinh
SEM[3] de k i e m dinh dp thich hdp eua md binh vd
gid tri Iifin he ly thuye't, kie'm dinh gia thuyfi't
(4)kidm dinh Bootstrap de' ddnh gid tinh b i n vffng
eda rad hinh.

- Gidi tinh chidm 100% la nff.

- Dd Iudi: drfdi 32 Iudi, s d Iffdng 391 ngffdi,
chidm 78,2%, ehiem ty Ifi ldn trong m l u . Cho thay
d a p d^g nhu can khdm chffa benh phu san d dd tudi
sinh san ndy rat cao.
- Thu nhdp: dffdi 2 tripu, sd' Iffdng 312, ehie'm
62,4%, chifi'm ty lfi Idn trong mdu.
3.2. Ddnh gid sdbd thang

3.3. P h § n tich n h 3 n td'kham p h a ( E F A )
K d i q u a phan lieh nhdn td'd 31 bidn quan sdt do
Iffdng srf thda man, drfde nhdm thanb 5 ihanh pban
cd'u thanh dieh vu theo rad hinh Parasuraman: tin
cdy, dam bao, c a m tbdng. hffu hinh, ehi phi. Cac
bifi'n deu cd trong s d > 0.4 nfin deu quan trgng irong
phdn tich cae nhan td'va cdc irpng s d deu c d y nghia
thie't thrfc vd 5 nhan id giai thich drfdc 57,518% bidn
ihifin eua quan sdt.
Cdc thdng sd ihdng ke cua tffng bidn irong md
hinh
Bdng I. Cdc thong sd thing ki cua titng bien trong
mo hinh
He (0 chin
ihu^n hit,

>
(Ccn.un.I

3 . K d t q u a nghifin cii^
3.1. Ke't qua thdng


ke mo td

Dff lipu phdn tich ddng cd mdu n = 500, vdi
Ihang do Likert 5 khoang (trf I: ra't khdng hoan loan
hai Idng ddn 5: ri't hdi Idng), gid tri trung binh
(mean) eda ede bie'n do chat Iffdng dich vu ed sff
khdc bifit khd cao (trung binh (TB)=3.01 -> 4.25),
d§c bipt khaeh hang chffa hdi long ve Mffe gid phd
hdp vdi tdi t i l n - (TB = 3.01. dd Ifich ehuan (DLC)
= 1.331), nhan vien Trung lam ludn ddp ffng ddng
yfiu can cua Anh/chi - (TB = 3,16, D L C = 1.244).
Anh/chi hoan todn hai Idng vdi chi phi phai tra - (TB
= 3 . 0 2 - D L C =1.090).

do

Thang do "Sff Ihda man eha'l Irfdng dich vu
k h a m chffa benh san phu khoa lai Trung ldm Y t d
Nha Trang" vdi 05 thdnh p b l n va 33 bidn do Iffdng.
Kdt qua phan tieh dd tin cdy ihang do da Ioai 02
bifi'n (vi ed irfdng quan bidn long nho bdn 0.3) cdn
Iai 31 bifi'n drfa vdo phdn Iich EFA, eae thanh p h i n
thang do sau khi loai bidn deu ed cac hfi s d
Cronbach Alpha > 0.6 dat yfiu c l u .

TincG>

'

Sid

Error

525

]-!5

Bcla

e=cO„..>f.

'

SiE

.^013

.003

ah|n

,„

773

l.»3

125

.0.'8


.130

3 330

.MI

Sam bao

J03

.DJS

.113

5.35*

.MM

Muet Iillll

192

.W7

.184

4 112

jm


-592

I.CS«

Hmi blnb

.205

.042

.220

4«M

MO

586

1.707

115

035

.131

3 233

MI


-719

1J9S

Cbi pbi

R-hieu Chi«l, = 0.409.

748

lJ3t

S,f =0.000

Kfi't qua phdn tich hdi qui cho iha'y md hinh
khdng bi vi p h a m hifin iffdng da epng tuydn do hp
so' phdng dai phffdng sai cua cdc bifi'n ddc lap (VIF)
d i u nhd hdn 2. Hifin tffdng tff tffdng quan (tffdng
quan chudi) khdng can thifi't phai xet d e n , vi dff
lifiu de chay md hinh khdng phai la dff lieu ebuSi
ihdi gian.

Tap chl Y td Cdng cdng, 1.2010, Sd 14 (14)

45


I TU'NG QUAN & NGHIEN Cliu I

Ke'l qua hdi quy cdc bifi'n ddc ldp gid tri Sig. nhd

hdn 0.05 la ede bifi'n cd tdc ddng den sff hai long cua
ngffdi bpnh vd tdc dong cung c h i l u dfi'n sff hai Idng
eua ngffdi benh. Do dd, la cd the ndi rang Iai ca cac
bidn dpe lalp d i u ed ide dpng dfi'n sff thda man eua
ngffdi srf dung. Tai ca eae n h a n i d nay d i u cd y
nghia Irong md hlnh va Idc ddng ciing chieu dfi'n sff
thda man eua ngrfdi sff dung, do cac hfi sd' hdi qui
deu mang dd'u drfdng. Cu the: h e s d hdi qui chu^n
hda cua bidn "Tin eay" la 0.130, "Dam b a o " la
0.213, "Nhifit anh" la 0.184, "Hffu hinb" la 0.220,
"Chi phi k h a m ehffa benh" Id 0.131.

ngrfdi sff dung dieh vu tang Ifin 0.130 d i e m ; khi
d i e m danh gid ve sff d a m b a o tdng Ifin 1 difi'ra thi sff
ihoa man cua ngffdi sff dung dich vu Iang Ifin 0.213
d i l m ; khi didm danh gia ve phffdng tifin hffu hinh
tdng Ifin 1 difi'm thi sff thda man cua ngrfdi srf dung
dich vu tang Ifin 0.220 d i e m ; khi didm ddnh gid ve
chi phi kliam chffa bfinh tang Ifin I d i e m thi srf thda
man cua ngrfdi sff dung dich vu ldng Ifin 0.132 d i l m .
3.4. Phdn tich nhdn td khdng

dfnh

(CFA)

K i d m dinh md hlnh eae ihang do:

Nhff vay, phffdng irinh hdi qui ehuan hda the'
hifin mo'i quan hfi tuydn linh giffa sff hai Idng cua

ngffdi bpnh vdi cdc nhan id: F I , F2, F3, F4, F5 va
F6 cd y nghia trong phffdng phap hdi qui Enter dffde
the hien nhff sau:

a) Kfi't qua phan lich n h a n td khang dinh (CFA):
Cac h e s d t a i tff cdc bifi'n q u a n sdt Ien cdc khai niem
thanb phan deu dat yfiu c l u ( >.5). Vi vdy la ed thd
kfi't ludn cac bidn quan sal dung de do Iffdng cae
thdnh phan cua eac ihang do ehat Iffdng dich vu
kham chffa bfinh dat drfdc gid tri hdi tu.

^6=0 184*Fi+0.130*F,+0 220*^3+0.213* F,+0.131*F5

b) Cac chi so'dp phii h d p mo hinh sau khi dieu
ehinh dat yen e l u (Bang 2).

Bdng 2. So sdnh do phd hgp cua cdctieu chi theo nhom
Trong do:
Fl: Stf Dhi$t tinh vi cam chfing
F2' Stf tm egy
F3: PhtfcJng tifin hdu hinh
F4: Stf dam bio
F5: Chi phi khim chita benh
F6: Sff hii Ifing
Theo phffdng trinh hdi qui tren thff Iff quan Irong
cua cdc thdnh phan lae dpng dfi'n sff hai idng cua
ngffdi bfinh dffde lifil kfi nhff sau:
F3 (
F4(
FI(

F5(
F2(

0.220)
0.213)
0.184)
0.131)
0.130)

Md hlnh giai thich dffde 4 0 , 9 % sff thay ddi eua
bidn "ihda man" Id do eae bie'n dde lap trong md
hinh tao ra, cdn Iai 59,1 % bidn thien dffde giai thieh
bdi cdc bifi'n khae ngoai rad binh.
Md binh eho thd'y eae bie'n dpe Idp deu anh
hffdng thudn c h i l u dfi'n sff thda man eua ngffdi srf
dung d dp tin eay 9 5 % . Qua phffdng trinh hdi qui
ehung ta Iha'y khi difi'm danh gid ve sff nhifit tinh
cam thdng tang Ifin I tbi sff thda man cua ngffdi sff
dung tang Ifin 0.184 difi'm, giff nguyfin eac bifi'n dpe
lap edn lai khdng ddi. Tffdng iff nhff vay, khi diem
ddnh gid v l srf tin eay lang Ien 1 thi srflhda man eiia

46

Tap ehi Y td Cdng cong, 1.2010, Sd 14 (14)

ZitsOilsl

x'm
x'/m'


Tin cjy

Bitu bio

Nbr«i Ilnh,

49,498 (14) 35,050 (9) 91.720 (27
3,535

3,894

PbUdng

Chl pb(
khim cbOa
benh

HSi leiBg

18,257 (5)

a,30D(2)

30 333 (9J

3,397

3,651


4,1S

3,370

p

O.OO

0,00

0,00

0,003

0,015

0,000

TU'

0,95

0,941

0,957

0,974

0,956


cn'

0,967

0,965

0,968

0,987

0,985

0,9S3

RMSEA*

0,071

0,OS

0,069

0,073

0,079

O.OGO

0,972


c) Hfi sd'Iffdng quan cua eae khdi nifim ihanh
p b l n d i u < 1 va ed y nghia (p<,05), do dd cdc khai
niem ndy dai dp gid tri phan bifit,
3.5. Kit qua kiem dinh mo hinh ly
bdng

thuyet

SEM

Cde ehi sd' cd ban danh gia sff thich h(?p eda mo
hinh deu thda man, cho thay md hinh xay dffng phd
hdp vdi dff lieu thi irffdng. Kfi't qua kidm dinh mdi
quan hfi nhan qud giffa 5 nhan t d v d i sff hai long deu
Iffdng ede khai mfim trong md hinh dat gid tri lifin
hfi Iy thuyfi't[8]. Trong 5 nhdn to'idc ddng ddn sff hai
Idng, 3 nhdn t d phrfdng lien hffu hinh, dam bao vd
nhiel Ilnh c a m thdng ed tdc dpng ldn nhl't I l n Iffdl
la 0.26, 0.25, 0,15.
3.6. Kiem dinh

Bootstrap

Trf mau ban d i u la 500 quan sal, Vdi dff Iifiu ban
dau, ta se linh loan dffde eac ffdc irfdng (cdc trpng


I TONG U A N & NGHIEN CllB I

cho phep.

Kel qua kiem dinh md hinh ly thuyfi't eho thd'y
tat ea 5 Ihanh pban vrfa nfiu d trfin deu lae dpng dfi'n
srf thda man cua ngrfdi srf dung dich vu Itham chrfa
bfinh phu san. Trong dd, thdnh phan nhan id' tac
dpng manh nhd^t dfi'n srf thda man cua ngffdi sffdung
la ye'u id phffdng tifin hilu hinh (0.26), thff hai la ydu
id dam bao (0.25), thrf ba Id ydu to' nliiet tinh cam
thdng (0.15). Cdn cff trfin tim quan trpng cua eae
yfi'u td'nay, cdc nhd cung cd'p dich vu khai ihac cd
hieu qua ede yeu id nhdra ndng cao sff hdi long eua
khdch hang.

Hinh 1. Mo hlnh SEM
sdhdi qui,...). Tdc gia dung phffdng phap phdn tich
Bootstrap (lay raau lap lai ed thay thd tff raau ban
diu la 500 mau), trong do mdu ban diu ddng vai Ird
damdong[9].
So' lan lay raau lap Iai trong nghifin cffu dffde
chpn Id n = 1.000 Iln, kfi't qua tfdc Iffdng vdi 1000
Iln Irf 500 mdu dffde linh trung binb vd gia tri nay
cd xu hffdng gan vdi ffde Iffdng tdng the.
Kfi't qua cho thd'y tri tuyfit dd'i CR rd't nhd so vdi
2 nfin cd the ndi la dd chfich Id rd't nhd, khdng ed y
nghia ihdng kfi d dp tin cay 95%[ 10].
Va nhff vay, ta cd thfi' kdt luan Id eac ffde Iffdng
trong liinh I cd the tin cay dffde.
Bdng 3. H( sdhdi

qui chudn hda


^ i , S; c.
^^"^ ™ .,,, .« .,« .«, o «
*«,
<,..^ .^ ..,
ooi
«.
..- oxi 0 „
.., .«

Tluunsfi

U(fr

Siiso

„H

0002

Hi, B o ,

000,

. J «

0»=

MnhOu

4r C i p h i


orn

0079

OOO;

0 1:^5

ow;

*r . , .

0.1

o„.

.„ .„

om

O003

...z

4. Ban lu^n
Cdc thang do Iffdng cae ydu td' tdc ddng vao srf
thda man cua ngrfdi sff dung dieh vu sau kbi da dieu
chinh va bo sung deu dat drfdc dp tin cay va gia tri


v l mat phffdng phap nghien cffu, nghien crfu
ndy gdp pbln vao he ihdng thang do eha'l Iffdng dich
vu va sff thda man cua ngffdi srf dung bang each bd
sung vao nd mdl he thd'ng thang do chd't Iffdng dich
vu va sff thda man cua ngffdi srf dung dieh vu cu the
Id dich vu kham chffa bfinh phu san tai Nha Trang.
Cdc nhd nghifin cffu ffng dung ed the xem mo hinh
nay nhff la mpl md hlnh Iham khao eho eae nghien
ctfu cua minh d cac hffdng nghien cffu khac, va Iai
nhifng thi trffdng khae.
Tff kdt qua nghifin cffu ndy, cdc nhd nghifin cffu
trong Hnh vrfc eung cap dieh vu cd the sff dung, dilu
chinh va bd sung cac bifi'n thudc cdc thang do Irfdng
ndy cho cdc nghifin cffu cua minh Irong cdc linh vffe
cung ffng dich vu khdc nhau phii hdp vdi dac thd
rifing eua nd.
Can eff vao lira quan Irpng eua cae yen td va
thdnh phin cua nd tdc ddng ddn srf Ihda mdn cda
khach hang, chdng ldi dffa ra cdc giai phdp ndng cao
chat Iffdng dich vu nhff sau:
Ve yfi'u td' "hiJu binh" can lam cho bfinh nhdn
thay dffde Irang thidt bi eua ddn vi la hifin dai, giff
eho khu vffe kham ehffa bfinh Iudn saeh se, thoang
mat, dam bao an toan khu vffe de' xe.
Vdi ydu id ""dam bao" can dap ffng dung yen
clu eua bfinh nhdn, giai dap thae mac eua bfinh
nhan rd rang, thong tin dfi'n bfinh nhdn phai kip thdi,
chinh xae.
D I nang eao sff thda man eua khaeh hdng vdi
yfi'u td thai dp nhiel tinh, cam thdng can quan lam

dfi'n dieu kien an d cua bfinh nhdn khi ndm dilu Iri
bfinh lai irung tam, tinh gian bdt tbu tuc lien quan
dfi'n kham chffa bfinh, nen quan lam de'n Iinb trang
bfinh cua bfinh nhan hdn nffa, nen lim hieu ky yfiu
cau cua bfinh nhan.
Ve yfi'u id' "tin cdy " cin ldm cho khdch bang lin
Tap chl Y te C6ng cdng, 1.2010, Sd 14 (14) 47


trfNGII&N&NGHIENCiril

tffdng kdl qua xet nghifim va chan doan bfinh ciia
Trung tdm hdn, flm hieu ky b e n h nhan de drfa ra
ohffng Idi khuyen idl vd cd d a o dffc.

Vdi yfiu t d "chi phi Ichdra chffa b ^ n h " c i n xay
dffng raffc gid ngodi danh m u c hdp ly, phd h d p , canh
tranh hdn so vdi y t d iff nhan.

Tai lifu tham khao

9- Nguyin Dinh Thp - Nguyfin Thi Mai Trang (2003).
Nguyen ly Maiketing. NXB Dai hoc Qudc gia Thinh phd
HCM.

•ne'iig Vift
1. Nguyin Thi Kim ChUc (2007). Kinh tc y tdvi BHYT. Nha
xua't ban Y hpe.

10. Hoang Trpng - Chu Nguyin Mfing Ngpc, PhSn tich dff

lifiu nghien cffu vdi SPSS. NXB llidng kfi.

2. Pham Huy EWIng (2002). Kinh tdy td. Nha xuft bia Y hoc.

11. Hoing Trong - Chu Nguyin Mfing Ngpc. Thong kfi tfng
dung, NXB Thdng kfi.

3. Nguyfn Thanh Long (2006). Sil dpng thang do
SERVPERF ii dioh gii chat Itfdng dao lao tai Trtfdng Dai
hpe An Giang.

12. Hoing Trong - Chu Nguyin Mfing Ngpc, Phan tieh dtf
Ufiu nghifin ctfu vdi SPSS. NXB Hfing Dffc.

4. NguySn Hfiu Ngpc (2001). Kinh td y id ihig dang. Nha
xui't ban Dgi bpe Qudc gia diinh [Ad HCM.

13. Dasg Vu Trung. Do ttfdng hifiu qui cda cic c; 1 thifip y
le'. Trtfdng Dai hoc Y td cfing cfing.

5. VO Xuin Phli. Thi trtfflng - Thi titf&ng Y te. TrdSng Dai
hpe Y tfi'cflng cOng.

H^DgAnh

6. La Ngpc Quang. Dinh gii nhanh cfi stf ttiam gia cfing
dfing. Tnfdng Dgi hpe Y td cfing cfing.

15. JonhA.Luise. Kinh tfi'y tfi'vi quin ly ho^t dfing y tfi".


7. DtfWig Tri Thao vft etv (2006). Cd sd ly thuyei v i cic
nghi£n citu thtfc nin vi hkoii vi ngddi tifiu dilng thdy san.
Tnidng Dai hpe Nha Trang.
8. Nguyfn Dinh Thp (1998), Nghifin ctfu Marketing, NXB
Giio due.

48

Tap chi Y td Cfing cdng, 1.2010, Sd 14 (14)

14. Hulip Kotler. Quin ni Marketing. NXB Thdng Kfi.

16. A. Parasuraman, Valarie A.Zeithaml and L.Berry. "A
Concepnial Model of Service Quality and Its Implications
forFutoreReseachMoumal ofMarketing. 1985, p.p41-50.
17. LBcny and A Parasuraman. Marketing Services:
Competing Though Quality (New York: The Free Press,
1991). p. 16