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

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

*此作品的通信作者

研究成果: 雜誌貢獻期刊論文同行評審

摘要

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.

原文英語
頁(從 - 到)460-477
頁數18
期刊Journal of Health Organization and Management
33
發行號4
DOIs
出版狀態已發佈 - 2019 七月 8
對外發佈

ASJC Scopus subject areas

  • 商業、管理和會計(雜項)
  • 健康政策

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