Ảnh hưởng của Sensory Marketing đến cảm nhận về chất lượng và sự hài lòng với dịch vụ y tế tại các bệnh viện công lập ở Việt Nam

Abstract

The article assesses the influence of sensory stimuli of patients who come for medical examination and treatment at Vietnam public hospitals on their perceived service quality and satisfaction through a survey of 619 people from in 52 provinces and cities. The results show that tactile, visual, olfactory, and taste stimuli significantly influence on perceived quality and customer satisfaction when experiencing public medical services. Some discussions and recommendations on applying sensory marketing to improve the perception and increase satisfaction toward quality of health services have been proposed, to improve the brand image of public hospitals as well as ensure the customer’s interests in terms of service quality. The study has reinforced previous studies and developed the Sensory Marketing model when assessing perceived quality and customer satisfaction