NGHIÊN CỨU SỰ HÀI LÒNG CỦA KHÁCH HÀNG VỀ CHẤT LƯỢNG DỊCH VỤ THẨM MỸ VÀ MỘT SỐ YẾU TỐ LIÊN QUAN TẠI CÁC BỆNH VIỆN CẦN THƠ NĂM 2023-2024

Abstract

Background: Among hospital departments, the Aesthetic Department caters to a highly specialized clientele, not only patients but also customers seeking beauty with optimal service quality requirements. Objective: To evaluate customer satisfaction with the quality of aesthetic services, and examine some factors related to satisfaction. Materials and methods: This crosssectional descriptive study was conducted on 268 customers treated at the Aesthetic Department and Aesthetic Clinics of Can Tho University of Medicine and Pharmacy Hospital, Can Tho Dermato-Venereology Hospital and Can Tho Central General Hospital from April 2023 to June 2024. Results: The average age of those receiving aesthetic services was 39.2 ± 15.2 years, with females accounting for 78.7% of the study population. Customers experiencing aesthetic services for the first time made up 49.6%, and the majority of information sources came from friends and relatives (66.8%). Approximately three-quarters of customers chose the hospital for its safety, and 50.4% cited the desire to look more beautiful and attractive as their reason. The overall satisfaction rate with aesthetic services was 49.3%. Multivariate analysis showed that the number of times customers had undergone services was related to satisfaction, with first-time customers tending to be more dissatisfied (OR = 1.7, 95% CI = 1.0-2.7, p < 0.05). Conclusion: Overall, the general satisfaction rate with aesthetic services is around 50%. Multivariate analysis indicated that the number of times customers have undergone services is related to satisfaction.