Background: Patient satisfaction is a tool assessing the service quality of the provider that evaluated based on the measurement of perceived quality by the customer on aspects of service. This study aims to examine the relationships between various factors in the integrated model which included total quality management, perceived service quality, patient satisfaction, and patient loyalty. Methods: A conducted questionnaire was distributed to inpatients who were treated at a tertiary-level hospital in Vietnam during April 2018. The data analysis was used the Statistical Package of Social Sciences version 25.0 and Amos 25.0 for structural equation modeling. Results: The findings showed that all hypotheses were supported. Total quality management has a positive influence on perceived service quality and patient satisfaction, perceived service quality on patient satisfaction, and patient satisfaction on patient loyalty. Practice implications: Our model was used to measure patient satisfaction and loyalty. Findings indicate that total quality management and perceived service quality are the main factors that directly influence on patient satisfaction. This study has implications for managers who should consider total quality management and perceived service quality as the main factors that directly influence on patient satisfaction and thus increase customer loyalty. What is the main contribution to Evidence-Based Practice from this article?Based on practice, the article supports the body of evidence on the relevance of Patient Satisfaction for health professionals' continuous improvement in their activity.Our model was used to measure customer satisfaction and loyalty. This study has practice implications for managers who should consider total quality management and perceived service quality as the main factors that directly influence customer satisfaction and thus increase customer loyalty

Background: Patient satisfaction is a tool assessing the service quality of the provider that evaluated based on the measurement of perceived quality by the customer on aspects of service. This study aims to examine the relationships between various factors in the integrated model which included total quality management, perceived service quality, patient satisfaction, and patient loyalty. Methods: A conducted questionnaire was distributed to inpatients who were treated at a tertiary-level hospital in Vietnam during April 2018. The data analysis was used the Statistical Package of Social Sciences version 25.0 and Amos 25.0 for structural equation modeling. Results: The findings showed that all hypotheses were supported. Total quality management has a positive influence on perceived service quality and patient satisfaction, perceived service quality on patient satisfaction, and patient satisfaction on patient loyalty. Practice implications: Our model was used to measure patient satisfaction and loyalty. Findings indicate that total quality management and perceived service quality are the main factors that directly influence on patient satisfaction. This study has implications for managers who should consider total quality management and perceived service quality as the main factors that directly influence on patient satisfaction and thus increase customer loyalty. What is the main contribution to Evidence-Based Practice from this article?Based on practice, the article supports the body of evidence on the relevance of Patient Satisfaction for health professionals' continuous improvement in their activity.Our model was used to measure customer satisfaction and loyalty. This study has practice implications for managers who should consider total quality management and perceived service quality as the main factors that directly influence customer satisfaction and thus increase customer loyalty

Background: Patient satisfaction is a tool assessing the service quality of the provider that evaluated based on the measurement of perceived quality by the customer on aspects of service. This study aims to examine the relationships between various factors in the integrated model which included total quality management, perceived service quality, patient satisfaction, and patient loyalty. Métodos: A conducted questionnaire was distributed to inpatients who were treated at a tertiary-level hospital in Vietnam during April 2018. The data analysis was used the Statistical Package of Social Sciences version 25.0 and Amos 25.0 for structural equation modeling. Results: The findings showed that all hypotheses were supported. Total quality management has a positive influence on perceived service quality and patient satisfaction, perceived service quality on patient satisfaction, and patient satisfaction on patient loyalty. Practice implications: Our model was used to measure patient satisfaction and loyalty. Findings indicate that total quality management and perceived service quality are the main factors that directly influence on patient satisfaction. This study has implications for managers who should consider total quality management and perceived service quality as the main factors that directly influence on patient satisfaction and thus increase customer loyalty. What is the main contribution to Evidence-Based Practice from this article?Based on practice, the article supports the body of evidence on the relevance of Patient Satisfaction for health professionals' continuous improvement in their activity.Our model was used to measure customer satisfaction and loyalty. This study has practice implications for managers who should consider total quality management and perceived service quality as the main factors that directly influence customer satisfaction and thus increase customer loyalty

الخلفية: رضا المريض هو أداة لتقييم جودة خدمة مقدم الخدمة التي تم تقييمها بناءً على قياس الجودة المتصورة من قبل العميل على جوانب الخدمة. تهدف هذه الدراسة إلى دراسة العلاقات بين العوامل المختلفة في النموذج المتكامل والتي تضمنت إدارة الجودة الشاملة وجودة الخدمة المتصورة ورضا المرضى وولاء المرضى. الطرق: تم توزيع استبيان تم إجراؤه على المرضى الداخليين الذين عولجوا في مستشفى من المستوى الثالث في فيتنام خلال أبريل 2018. تم استخدام تحليل البيانات في الحزمة الإحصائية للعلوم الاجتماعية الإصدار 25.0 و AMOS 25.0 لنمذجة المعادلة الهيكلية. النتائج: أظهرت النتائج أن جميع الفرضيات مدعومة. تؤثر إدارة الجودة الشاملة تأثيرًا إيجابيًا على جودة الخدمة المتصورة ورضا المرضى، وجودة الخدمة المتصورة على رضا المرضى، ورضا المرضى على ولاء المرضى. الآثار المترتبة على الممارسة: تم استخدام نموذجنا لقياس رضا المرضى وولائهم. تشير النتائج إلى أن إدارة الجودة الشاملة وجودة الخدمة المتصورة هي العوامل الرئيسية التي تؤثر بشكل مباشر على رضا المرضى. لهذه الدراسة آثار على المديرين الذين يجب أن ينظروا إلى إدارة الجودة الشاملة وجودة الخدمة المتصورة على أنها العوامل الرئيسية التي تؤثر بشكل مباشر على رضا المرضى وبالتالي تزيد من ولاء العملاء. ما هي المساهمة الرئيسية في الممارسة القائمة على الأدلة من هذه المقالة؟بناءً على الممارسة، تدعم المقالة مجموعة الأدلة حول أهمية رضا المرضى للتحسين المستمر للمهنيين الصحيين في نشاطهم. تم استخدام نموذجنا لقياس رضا العملاء وولائهم. هذه الدراسة لها آثار عملية على المديرين الذين يجب أن يأخذوا في الاعتبار إدارة الجودة الشاملة وجودة الخدمة المتصورة كعوامل رئيسية تؤثر بشكل مباشر على رضا العملاء وبالتالي تزيد من ولاء العملاء