The customer satisfaction on vaccination services at Pasteur Institute in Ho Chi Minh City in 2024

Abstract

The Pasteur Institute in Ho Chi Minh City is the organization providing vaccination services and implementing preventive health activities. For improving and enhancing service quality, we conducted the study to evaluate customer satisfaction to vaccination services. The study was performed in May 2024 with 196 people and included questions about the characteristics of participants and assessment of accessibility, transparency of information and vaccination procedures, facilities, attitudes of medical staff, and results. Service delivery results range from (1) Very unsatisfied/Very poor to (5) Very satisfied/Very good. The satisfaction rate with vaccination services was 94,55%. Accessibility, information transparency, vaccination examination procedures, and facilities had satisfaction rates of 83,67%, 97,08%, and 90,91%, respectively. The attitude of medical staff and service delivery results accounted for higher satisfaction rates of 97,19% and 97,45%. Definitely come back or recommend to others was 88,78%. The reply obtained from this study is valuable in helping the Pasteur Institute identify factors to improve services and meet the customers’ expectations. The study showed our customers had high satisfaction levels but some factors need to change to elevate the customer experience.