The quality of hospital services remains a concern of both the manager and the patient. The study aims to identify factors affecting outpatient satisfaction at private general hospitals in Ho Chi Minh City, establishing a scale for measuring them. Some 450 outpatients who were treated in five top private hospitals in Ho Chi Minh city (HCMC) in 2019 – An Sinh General Hospital, Hoan My General Hospital, Columbia Asia International Hospital, FV Hospital, and Vu Anh International General Hospital – were interviewed directly in the last quarter of 2019 to obtain the information. The SERVPERF model, plus the cost, together with the SPSS software, have been used to process information by Cronbach’s alpha analysis, Exploratory Factor analysis, and linear regression analysis. The results show that there are five factors influencing outpatient satisfaction at private general hospitals in HCMC, in which four factors affects positively in the order of decreasing importance: treatment outcome, doctors and nurses’ professional capacity, facilities and environment of the hospital, hospital care, and the treatment time factor affects negatively. The results of the study provide private hospital in HCMC managers with a number of suggestions to increase the level of hospital service quality, so that increase outpatients satisfaction.

Abstract
1. Introduction
2. Literature Review
    2.1. Quality Service and Customer Satisfaction
    2.2. Health Care Services and Patient Satisfaction
3. Methodology
4. Research Results
    4.1. Sample Description
    4.2. Evaluation of the Scale by Cronbach’s Alpha
    4.3. Exploratory Factor Analysis - EFA
    4.4. Correlation Analysis
    4.5. Linear Regression Analysis
    4.6. Difference Testing
5. Conclusion and Management Suggestions
    5.1. Management Suggestions
    5.2. Conclusion
    5.3. Limitations of the Research
References

• Ha Nam Khanh GIAO(Faculty of Air Transport, Vietnam Aviation Academy) Corresponding Author.
• Nguyen Thi Anh THY(Department of Finance and Accounting, Vietnam Aviation Academy)
• Bui Nhat VUONG(Faculty of Air Transport, Vietnam Aviation Academy)
• Truong Van KIET(Tra Vinh University)
• Le Thi Phuong LIEN(Foreign Languages - Informatics Center, University of Banking)