ASSESSMENT OF OUTPATIENT HEALTHCARE SERVICE QUALITY FOR LAOTIAN PATIENTS AT THE INTERNATIONAL DEPARTMENT, 108 MILITARY CENTRAL HOSPITAL IN 2025
DOI:
https://doi.org/10.59354/ydth175.2026.487Keywords:
Patient satisfaction, healthcare service quality, SERVPERF scale khám chữa bệnhAbstract
Objective: To assess the quality of outpatient healthcare services for Laotian patients at the International Department of 108 Military Central Hospital in 2025.
Subjects and Methods: A cross-sectional descriptive study was conducted on 115 Laotian patients from September to December 2025. Data were collected using a structured questionnaire based on the SERVPERF model, consisting of 22 items evaluating five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A 5-point Likert scale was used for assessment.
Results: Among 115 Laotian outpatients at the International Department, 108 Military Central Hospital, the mean age was 53.7 ± 14.2 years; males accounted for 61.7%; the 45–60 age group was predominant (44.4%). The mean service quality scores across SERVPERF dimensions were as follows: reliability (4.36 ± 0.62), tangibles (4.32 ± 0.58), assurance (4.29 ± 0.66), empathy (4.25 ± 0.71), and responsiveness (4.20 ± 0.71). The highest-rated item was “being treated with respect and fairness” (4.41 ± 0.69), while the lowest was “attention to the specific needs of foreign patients” (4.07 ± 0.86). No statistically significant differences were observed in SERVPERF scores across all service quality dimensions according to age group and gender (p > 0.05).
Conclusion: Laotian patients reported a high level of satisfaction with outpatient services at the International Department, particularly regarding reliability and respectful treatment. However, greater attention should be paid to addressing the specific needs of foreign patients and reducing waiting times.
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