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

Abstract

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.

Citation

Sawang, S., Chou, C.Y. and Truong-Dinh, B.Q. (2019), "The perception of crowding, quality and well-being: a study of Vietnamese public health services", Journal of Health Organization and Management, Vol. 33 No. 4, pp. 460-477. https://doi.org/10.1108/JHOM-08-2018-0233