Thông tin chung

  English

  Đề tài NC khoa học
  Bài báo, báo cáo khoa học
  Hướng dẫn Sau đại học
  Sách và giáo trình
  Các học phần và môn giảng dạy
  Giải thưởng khoa học, Phát minh, sáng chế
  Khen thưởng
  Thông tin khác

  Tài liệu tham khảo

  Hiệu chỉnh

 
Số người truy cập: 75,104,053

 The perception of crowding, quality and well-being: a study of Vietnamese public health services
Tác giả hoặc Nhóm tác giả: Sawang, S., Chou, C. and Truong-Dinh, B.
Nơi đăng: Journal of Health Organization and Management; Số: 33(4);Từ->đến trang: 460-477;Năm: 2019
Lĩnh vực: Kinh tế; Loại: Bài báo khoa học; Thể loại: Quốc tế
TÓM TẮT

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.
© Đại học Đà Nẵng
 
 
Địa chỉ: 41 Lê Duẩn Thành phố Đà Nẵng
Điện thoại: (84) 0236 3822 041 ; Email: dhdn@ac.udn.vn