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

Abstract

PurposeThe 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/approachData were collected from 258 matched pairs of medical staff members and their patients at six public hospitals.FindingsMedical 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/valueScant 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.

Impact of Service Quality on In-Patients’ Satisfaction, Perceived Value, and Customer Loyalty: A Mixed-Methods Study from a Developing Country

“…Public and private healthcare institutions also have different business models and business selling points; hence, the strategy for public institutions might not be transferable to private healthcare. 8 Thirdly, in terms of methodology, these two articles use SEM to measure patients' perceptions of service quality, customer satisfaction, and customer loyalty. All these variables are subjective; therefore, quantitative methods may not reflect the perception or view of patients thoroughly.…”

“…suspected patients of private institutions would be unsatisfied with crowded hospitals. 8 This paper successfully explores their suspicions through in-depth interviews. However, one unconventional finding is that the CPV does not significantly impact customer satisfaction (0.205; P = 0.073) in the Vietnamese private healthcare context.…”

The effect of social crowding on self‐perceived health risks in healthcare services

“…For example, as we know, many countries face a healthcare resource shortage. Consequently, overcrowding in healthcare environments (e.g., hospitals) has become a widely identified and inevitable problem in today's healthcare system (Sawang et al, 2019). Thus, it would be valuable to explore factors that could mitigate the negative effects caused by a crowded healthcare environment, such as temperature, brightness, and so on.…”

Avaliação da qualidade dos serviços hospitalares segundo a percepção dos pacientes: um estudo bibliométrico

“…Segundo Sawang et al (2019), embora as organizações hospitalares busquem otimizar os processos e ajustar os números desses indicadores, o equilíbrio entre oferta (número de leitos, equipamentos médicos, centros cirúrgicos, profissionais de saúde, etc.) e demanda (pacientes e clientes) pode não ser atingido pelos sistemas de saúde.…”

“…Notadamente, diversos estudos (ABUOSI;ATINGA, 2013;BUTT;RUN, 2010;CAMILLERI;O'CALLAGHAN, 1998;IZADI et al, 2017;SAWANG;CHOU;TRUONG- DINH, 2019;SHABBIR;MALIK;JANJUA, 2017) visam avaliar a qualidade dos serviços médicos ou serviços de saúde em hospitais públicos e/ou privados, segundo a percepção dos pacientes e, em menor frequência, segundo a percepção da equipe médica e de prestadores de serviços.satisfação dos pacientes. Constatou-se uma predominância dos itens que compõem o modelo SERVQUAL, adaptados para avaliação de serviços médico-hospitalares específicos e também itens especificamente direcionados aos aspectos tangíveis, nos moldes dos "servicescapes".XLII ENCONTRO NACIONAL DE ENGENHARIA DE PRODUÇÃO "REFERÊNCIAS ABUOSI, Aaron A.; ATINGA, Roger A.…”