Abstract
Objective: Assessing healthcare service quality through inpatient’s perception and analyzing some factors affecting the quality of healthcare service at DongThap Civil-Military hospital in 2021. Methods: Cross-sectional study, combining quantitative and qualitative research, using SERVPERF scale with five service quality dimensions. Main findings: 95.6% of respondents evaluated the quality of healthcare service as good or better (mean score is 4.26 ± 0.5). The patient's high responsibility, trademark of the hospital, good security are some factors that positively affect service quality. Poor equipment maintenance is a factor that limits service quality at the hospital. Conclusion: The quality of healthcare services is assessed very well by inpatients. However, the hospital also needs to regularly check and maintain equipment to satisfy patient’s expectations and improve service quality. Keywords: Healthcare service quality, SERVPERF, inpatient
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