RESUMEN
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.
Asunto(s)
Aglomeración , Práctica de Salud Pública , Calidad de la Atención de Salud , Adolescente , Adulto , Anciano , Actitud del Personal de Salud , Aglomeración/psicología , Ajuste Emocional , Femenino , Hospitales Públicos/organización & administración , Hospitales Públicos/normas , Humanos , Masculino , Persona de Mediana Edad , Satisfacción del Paciente , Práctica de Salud Pública/normas , Práctica de Salud Pública/estadística & datos numéricos , Vietnam , Adulto JovenRESUMEN
Researchers have overlooked how poor consumers judge service quality in health care settings in Latin America. This research addresses this void by exploring how vulnerable consumers evaluate quality in a public hospital. The results show that vulnerable consumers evaluate hospitals on service delivery process, physician-patient relationship, and medical service reliability. Vulnerable consumers judge health care quality foremost on a provider's ability to provide them with fairness. The results also show that vulnerable consumers view the quality of their relationship with a physician just as important as reliability. Hospitals that serve vulnerable patients should strive to emphasize fairness and empathy.