在持續的2019新冠狀病毒流行下，醫療服務已成為今天最受關注的議題。在這流行病暴發之前，越南的醫美服務每年已經呈現上升趨勢。本研究對影響醫美服務產業客戶滿意度的因素進行了識別和分類。問卷的設計是基於顧客滿意度理論、醫療服務質量、期望-確認理論、滿意度-忠誠理論和醫療服務創新等因素。研究分析採用了卡諾模型作分類分析、滿意度分析和組合分析。作者將受訪參與者的滿意度分為18 個不同因素。發現影響客戶滿意度的最重要因素分別是設施、電子健康數據記錄系統和正確用藥說明。基於分析提出了 P-S 矩陣建議每個部分的執行策略。本研究還根據參與者的綜合評估提出提高醫療保健設施績效的影響和推薦解決方案。研究結果支持服務提供商要更好地了解越南的客戶的需要，因為這可以幫助管理人員運用適當的策略，在越南的社會經濟背景下為客戶提供服務。
Medical services have become the top concern today in the context of the ongoing covid-19 epidemic. Medical aesthetic services in Vietnam are trending up every year before the pandemic. This study identified and classified factors affecting customer satisfaction in the medical aesthetic service industry. A questionnaire is designed based on customer satisfaction theories, healthcare service quality, expectation-confirmation theory, satisfaction-loyalty theory, and innovative factors in healthcare service. The study analysis has employed Kano model classification analysis, satisfaction analysis, and portfolio analysis. The authors classified a group of 18 factors into different levels of satisfaction of the participants. The most important factors in customer satisfaction are the facilities, the electronic health record system, and the instructions for correct medication use. An execution strategy for each part of the P-S matrix has been suggested based on the analysis. The study also discusses implications and recommended solutions to improve the performance of healthcare facilities based on integrated assessments from participants. The study supports service providers to understand customers in Vietnam better, which could assist managers in coming up with appropriate strategies to serve customers in the socio-economic context in Vietnam.
