Luận văn thạc sĩ UEH behavioral intention in revisiting hospital under the effect of expertise,

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Behavioral Intention In Revisiting Hospital Under The Effect Of Expertise,

Reputation And Service Quality

Pham Bao Duy

International University, Vietnam National University HCMC, Vietnam

Nguyen Tan Loi

Eastern International University, Vietnam

Ho Nhut Quang

International University, Vietnam National University HCMC, Vietnam

Abstract

The well-noted extensive solution for strengthening the hospital’s obstacles from various perspectives are

seeking in Vietnam context. Considering the foothold of medical industry formulated by government, the

medical industry grants as sustainable fundamental development observed through FDI and governmental

equity with shaky restriction. As strikingly demands in healthcare services, private and public hospitals in

Vietnam, however, divulge the noticeable missing pieces are service quality, trust and satisfaction in arousing

rehash visitors whom reveal the disavowal through pursuing highly experience expectation in comprehensive

alternatives. Consequently, the deeply understanding in the rehash patients’ behavioral intention, especially,

with further with appealing unfamiliar one is envisaged vital pharmaceutical to intensify specifically

hospitals’ aspects. Methodically, quantitative research spread out the study in advance, the sample size

accounted at 316 processing in Explanatory Factors Analysis and deeply exploiting by Structural Equation

Modeling method. The outcomes spotlight the significant initial effect of independent dimensions in

reputation and expertise toward trust, service quality toward satisfaction as well as towards behavioral

intention in revisiting the hospital. Undoubtedly, there are some recommendations toughen up specifically

the retained problems for hospitals in Vietnam.

Keywords: Vietnam Healthcare, Service Quality, Expertise, Behavioral Intention in Revisiting, Hospital in

Vietnam, Sustainable Development.

1. Introduction

Healthcare has long been the initial service for human, which provides significant purposes in examination,

prediction, treatment and control the health. According to the former researches, it is considered as the high

level of association services (Hogg, Laing, & Newholm, 2004). In some emergency situation, the hospital is not

only considered as the place for health improvement and examination but also become the crucial place for

saving a life. Therefore, the high level in emotional vulnerable following with the hazard is not deniable

(Jadad, 1998).

According to General Statistic Office in Vietnam, there are 1,101 hospitals in 2012 and higher 36% compared

with the statistics in 2007. In addition, the number and scale of corporation and organization operating in

medical and health care field such as Hoan My, VinMec and TMMC has been increased in recent years. It

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provides the proof that the importance and attention of medical industry in Vietnam. However, with the

interesting figures demonstrated in the recent report, the fundamental right – basic healthcare would be not

considered as the right in developing countries included Vietnam where people from rural areas, even the

government spend hundreds of million dollars in medical industries which mostly focus on facilities’

expansion and improvement in suburban.

In other sides, according to Vietnam 2035 general report has been posted by World Bank and Ministry of

Planning and Investment in Vietnam, it shows directly that the proportion of GDP shares 6% for medical and

health care over 2 decades from 2015 to 2035. While GDP and the growth rate have been reported outstanding

positively increasing whereas the out-of-pocket spending in medical still appeared with 49%, it shows the

importance of medical fields among people even the total expenditure must be paid by their money

According to WHO, the bed occupancy rate should not be over 80% of the hospitals’ capacity. Vietnam,

however, witnessed a high occupancy rate especially in large cities. A research of “Study on Current Situation

of Overcrowding, Under-Crowding in Hospitals at Levels and Recommended Solutions for Improvement” of

Ministry of Health in 2011 demonstrates that central and provincial hospitals always in overcrowding

situation. It is in the ranged from 120-150% of the hospital beds used and some special cases over 200% in big

central hospital in Ho Chi Minh city and Ha Noi capital. According to the research of PricewaterhouseCoopers

(Vietnam) Ltd. Company called “The Vietnamese healthcare industry: moving to next level”, it mentioned the

overload services in large and popular hospitals in Vietnam while remote area hospital and regional polyclinic

in suburban is lack of patient. Moreover, it agreed that Vietnamese tends to approach national hospital instead

of provincial hospital due to the mindset in lack of quality in medical staff and medical equipment.

Following the article “The poor still miss out on healthcare in Vietnam” published in 2015 on Joint Learning

Network – The global community of health systems practitioners and policymakers in 27 countries including

Vietnam, it stated that “Health Care Fund for the Poor” is signed in 2002 under the Decision 139 signed by

Prime Minister of Vietnam in order to support the healthcare service Vietnam especially people live in

communes. However, this program was not appreciated by World Bank, the research “Health Insurance for

the Poor: Initial Impacts of Vietnam’s Health Care Fund for the Poor” found that the reduction of out-of-pocket

spending has not happened

According to a recent survey by the Ministry of Health, every year around 40,000 Vietnamese go abroad

for health treatment purpose and spend $1 billion in 2010 and nearly $2 billion for total expenditures in early

2016. It raises the problem that whether hospitals in Vietnam still not meet the needs of domestic demand in

health care purpose even 6% of GDP in Vietnam spend for medical as mentioned above. In addition, in

Vietnam, the average people make the out-of-pocket payment for health care is almost accounted for 75% the

total spending in health care (Knowles et al. 2005). According to the research of Gludner and Rifkin in 1993,

private healthcare provider appealing the demand of people who have intend in healthcare service as the

public service is deficient and imperfect, the case of Vietnam and Uganda.

2. Literature Reviews

2.1. Service Quality

Service quality is a measurement on the matching between services delivered and customer’s expectation.

Service quality must be delivered that match with customer expectation on a reliable basic (Lewis and Booms,

1983)

Unfortunately, the evaluation for service quality in the scale that built-up through previous study for

healthcare industry has been on the rocks. Instead of the value comes from the result of health care, patients

do not completely evaluate the comprehensive problem in service quality through their perspective. In

addition, some sectors found many difficulties to determine whether it will be added on the service quality

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