The impacts of health service quality, customer satisfaction, and word of mouth on patients’ intentions to choose healthcare services in Ho Chi Minh City
Published: July 23, 2026
Abstract
This study evaluates the impacts of health service quality, customer satisfaction, and word of mouth on patients’ intentions to choose healthcare services in Ho Chi Minh City. The study uses quantitative research methods. The study’s data is collected by using survey questionnaires, then it is processed by using Smart PLS software with the PLS SEM technique. The study finds that the quality of healthcare services affects customer satisfaction; customer satisfaction affects the intention of customers to use healthcare services and recommend these services to other people; and word of mouth affects the intention of customers to choose healthcare services. Based on these findings, some implications are proposed.
Keywords
service qualitycustomer satisfactionword of mouthservice choice intentionhealthcare
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