Exploring the dual effects of perceived waiting on healthcare service satisfaction among outpatients

Abstract

Purpose

The purpose of this paper is to explore healthcare waiting time and the negative and positive effects (i.e. the dual effects) it has on outpatient satisfaction.

Design/methodology/approach

Self-administered surveys with 334 outpatients and follow-up interviews with 20 outpatients in three large hospitals in Taiwan were conducted to collect data.

Findings

Quantitative surveys demonstrated that perceived waiting time correlated with satisfaction negatively first but then positively. Satisfaction also correlated with doctor reputation and patient sociability. Follow-up qualitative interviews further revealed that, for some patients, waiting contributed positively to patient evaluations through signaling better healthcare quality and facilitating social interaction.

Originality/value

This research demonstrated the possibility that waiting might have positive effects on healthcare satisfaction. It also identified variables that could produce greater positive perceptions during hospital waiting and underlying mechanisms that could explain how the positive effects work. This research may potentially help hospitals with a better understanding of how they can improve patients’ waiting experiences and increase satisfaction.

Citation

Liu, Y.-F., Liao, J.-F. and Jou, J. (2020), "Exploring the dual effects of perceived waiting on healthcare service satisfaction among outpatients", Asia Pacific Journal of Marketing and Logistics, Vol. 32 No. 2, pp. 495-518. https://doi.org/10.1108/APJML-03-2018-0119