The perception of crowding, quality and well-being: a study of Vietnamese public health services

Sukanlaya Sawang, Cindy Yunhsin Chou*, Bao Quoc Truong-Dinh

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

7 Citations (Scopus)


Purpose: The purpose of this paper is to examine the extent to which the perception of crowding by medical staff and patients impacts patients’ perceived service quality (SQ), overall satisfaction and emotional well-being. Design/methodology/approach: Data were collected from 258 matched pairs of medical staff members and their patients at six public hospitals. Findings: Medical staff-perceived crowding negatively influences patients’ perceived SQ. The perceived SQ then impacts patients’ overall satisfaction and emotional well-being. Patients’ perceived crowding does not significantly impact their perceived SQ but increases the positive emotional well-being of patients. Originality/value: Scant research has investigated a matched pair of service providers and their customers. This study concentrates on how individuals’ perceived human crowding and medical staff SQ affect consumers’ emotional well-being. This research leads to the formulation of theoretical and public policy suggestions to improve the quality of interactive services with minimal cost and disruption.

Original languageEnglish
Pages (from-to)460-477
Number of pages18
JournalJournal of Health Organization and Management
Issue number4
Publication statusPublished - 2019 Jul 8
Externally publishedYes


  • Healthcare
  • Perceived crowding
  • Public health
  • Service quality
  • Transformative service research
  • Well-being

ASJC Scopus subject areas

  • Business, Management and Accounting (miscellaneous)
  • Health Policy


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