Tài lieu tham khao

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Tc ng ca cht lng dch v bc s gia nh n s hi lng ca bnh nhn ti thnh ph H Ch Minh

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  • MC LC

    TRANG PH BA

    LI CAM OAN

    MC LC

    DANH MC CC K HIU, CH VIT TT

    DANH MC CC BNG, BIU

    DANH MC CC HNH V

    CHNG 1: PHN M U ....................................................................................... 1

    1.1 Tnh cp thit ca ti .......................................................................................... 1

    1.2 Mc tiu nghin cu ............................................................................................... 2

    1.3 i tng nghin cu v phm vi nghin cu ....................................................... 2

    1.3.1 i tng nghin cu ....................................................................................... 2

    1.3.2 Phm vi nghin cu .......................................................................................... 2

    1.4 Phng php nghin cu ........................................................................................ 2

    1.5 ngha ca ti ................................................................................................... 3

    1.6 Kt cu ca lun vn ............................................................................................... 3

    Tm tt chng 1 ............................................................................................................. 3

    CHNG 2: C S KHOA HC .................................................................................. 4

    2.1 Tng quan v dch v bc s gia nh ..................................................................... 4

    2.1.1 nh ngha bc s gia nh ................................................................................ 4

    2.1.2 Dch v bc s gia nh Vit Nam ................................................................. 4

    2.2 C s l thuyt v m hnh nghin cu .................................................................. 5

    2.2.1 Cc khi nim c bn ....................................................................................... 5

    2.2.1.1 Khi nim Cht lng ............................................................................ 5

    2.2.1.2 Khi nim Cht lng dch v .............................................................. 6

    2.2.1.3 Khi nim Hnh nh t chc ................................................................... 6

    2.2.1.4 Khi nim Cht lng dch v c cm nhn ...................................... 6

    2.2.1.5 Khi nim S hi lng ca khch hng .................................................. 7

    2.2.2 Cc m hnh cht lng dch v ....................................................................... 7

  • 2.2.2.1 M hnh cht lng dch v ca Gronroos (1984) ..................................... 7

    2.2.2.2 M hnh cht lng dch v ca Parasuraman (1985, 1988) ..................... 9

    2.2.2.3 M hnh cht lng dch v ca Gi-Du Kang v Feffrey Fames

    (2004) ................................................................................................................... 12

    2.2.3 M hnh nghin cu v gi thuyt .................................................................. 13

    Tm tt chng 2 ........................................................................................................... 15

    CHNG 3: PHNG PHP NGHIN CU ........................................................... 16

    3.1 Qui trnh nghin cu ............................................................................................. 16

    3.2 Nghin cu s b .................................................................................................. 18

    3.2.1 Nghin cu s b nh tnh ............................................................................ 18

    3.2.2 Kt qu nghin cu s b nh tnh ................................................................ 20

    3.2.2.1 Thang o nhp ln 1 Cht lng dch v ............................................. 20

    3.2.2.2 Thang o nhp ln 1 Hnh nh bnh vin ............................................. 22

    3.2.2.3 Thang o nhp ln 1 Cht lng dch v c cm nhn .................... 22

    3.2.2.4 Thang o nhp ln 1 S hi lng ca bnh nhn .................................. 23

    3.2.2.5 Thang o nhp ln 2 Cht lng dch v ............................................. 23

    3.2.2.6 Thang o nhp ln 2 Hnh nh bnh vin ............................................. 26

    3.2.2.7 Thang o nhp ln 2 Cht lng dch v c cm nhn .................... 26

    3.2.2.8 Thang o nhp ln 2 S hi lng ca bnh nhn .................................. 27

    3.2.3 Nghin cu s b nh lng ......................................................................... 27

    3.2.3.1 Kch thc mu nghin cu ..................................................................... 27

    3.2.3.2 H s tin cy Cronbach alpha .................................................................. 28

    3.2.3.3 Phn tch nhn t khm ph EFA ............................................................. 28

    3.2.4 Kt qu nghin cu s b nh lng ............................................................ 29

    3.2.4.1 H s tin cy Cronbach alpha .................................................................. 29

    3.2.4.2 Phn tch nhn t khm ph EFA ............................................................. 31

    3.3 Nghin cu chnh thc .......................................................................................... 39

    3.3.1 Kch thc mu nghin cu ........................................................................... 39

    3.3.2 Thng k m t ............................................................................................... 39

  • 3.3.2.1 Thng k m t mu................................................................................. 39

    3.3.2.2 Thng k m t cc bin quan st ............................................................ 39

    3.3.3 nh gi thang o chnh thc cc khi nim nghin cu .............................. 40

    3.3.3.1 H s tin cy Cronbach alpha .................................................................. 40

    3.3.3.2 Phn tch nhn t khm ph EFA ............................................................ 40

    3.3.3.3 Phn tch nhn t khng nh CFA .......................................................... 41

    3.3.4 Kim nh m hnh nghin cu v gi thuyt bng phn tch SEM .............. 42

    Tm tt chng 3 ........................................................................................................... 42

    CHNG 4: KT QU NGHIN CU ...................................................................... 43

    4.1 Thng k m t ..................................................................................................... 43

    4.1.1 Thng k m t mu ....................................................................................... 43

    4.1.2 Thng k m t cc bin quan st .................................................................. 45

    4.2 nh gi thang o chnh thc cc khi nim nghin cu ..................................... 50

    4.2.1 H s tin cy Cronbach alpha ......................................................................... 50

    4.2.2 Phn tch nhn t khm ph EFA ................................................................... 52

    4.2.3 Phn tch nhn t khng nh CFA ................................................................ 55

    4.2.3.1 Thang o khi nim a hng Cht lng dch v ........................... 55

    4.2.3.2 Thang o cc khi nim n hng ......................................................... 59

    4.2.3.3 Gi tr phn bit gia cc khi nim n hng v a hng ................. 62

    4.3 Kim nh m hnh nghin cu v gi thuyt bng phn tch SEM ..................... 63

    4.3.1 Kim nh m hnh nghin cu ...................................................................... 63

    4.3.2 Kim nh gi thuyt ...................................................................................... 66

    Tm tt chng 4 ........................................................................................................... 69

    CHNG 5: KT LUN V KIN NGH ................................................................. 70

    5.1 Kt qu nghin cu v ngha ............................................................................. 70

    5.1.1 Kt qu thang o ............................................................................................. 70

    5.1.2 Kt qu m hnh nghin cu .......................................................................... 70

    5.2 Hm chnh sch .................................................................................................. 71

    5.3 Hn ch v cc hng nghin cu tip theo ......................................................... 74

  • TI LIU THAM KHO

    PH LC

  • DANH MC CC K HIU, CH VIT TT

    SPSS : Phn mm Thng k cho khoa hc x hi

    (Statistical Package for the Social Sciences)

    AMOS : Phn mm Phn tch cu trc m mng

    (Analysis of Moment Structures)

    EFA : Phn tch nhn t khm ph

    (Exploratory Factor Analysis)

    CFA : Phn tch nhn t khng nh

    (Confirmatory Factor Analysis)

    SEM : M hnh cu trc tuyn tnh

    (Structural Equation Modeling)

    PTHH_ : Phng tin hu hnh

    DU_ : p ng

    DC_ : ng cm

    TC_ : Tin cy

    NLPV_ : Nng lc phc v

    CLDV_ : Cht lng dch v

    HA_ : Hnh nh bnh vin

    CN_ : Cht lng dch v c cm nhn

    HL_ : S hi lng ca bnh nhn

    CFI : Comparative Fit Index

    GFI : Goodness of Fit Index

    RMSEA : Root Mean Square Error Approximation

  • DANH MC CC BNG, BIU

    Bng 3.1: M t thang o nhp ln 1 Cht lng dch v .......................................... 20

    Bng 3.2: M t thang o nhp ln 1 Hnh nh bnh vin ......................................... 22

    Bng 3.3: M t t