Factors affecting the levels of customers' satisfaction with the service quality at the Medical Diagnostics Center of Can Tho city

Nguyen Quoc Nghi * , Nguyen Diem Phi , & Bui Van Trinh

* Correspondence: Nguyen Quoc Nghi (email: 433_nguyenquocnghi@gmail.com)

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Received: 10 Mar 2014
Revised: 10 Apr 2014
Accepted: 10 Apr 2014
Published: 15 May 2014
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Nguyễn, N. Q., Nguyễn, P. D., & Bùi, T. V. (2014). Factors affecting the levels of customers’ satisfaction with the service quality at the Medical Diagnostics Center of Can Tho city. Van Hien University Journal of Science (3), 33-40.
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Issue 3 (2014)
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Abstract

This study aims at identifying factors that affect the level of customers' satdobisfaction with the service quality of the Medical Diagnostics Center of Can Tho City (MDC). The research data was collected from a questionnaire with 274 customers, who have been using the services of MDC. The analytic results through a combination of methods Exploratory Factor Analysis (EFA) and Mul-Pultivariate Linear Regression showed that four factors that affect the customers' satisfaction with the service quality provided by MDC are Tangible media, professionalism, thoughtfulness and availability to serve. In particular, the thought-fulness is the factor that has the strongest influence on the level of the customer's satisfaction with the service quality of the Medical Diagnostics Center of Can Cottom Tho City (MDC).
Keywords: Satisfaction, service quality, customer, Medical Diagnostic Center

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