TY - JOUR
T1 - The impact of waiting time on hospital service perception and satisfaction
T2 - The moderating role of gender
AU - Mustafa, N.
AU - Salim, T.A.
AU - Watson, A.
PY - 2018/1
Y1 - 2018/1
N2 - Waiting time in hospitals poses a sensitive issue; particularly since it acts as an important indicator to the quality of service patients are about to receive. We seek to understand the impact of waiting time on patient perception and satisfaction in hospitals. The article examines the moderating role of gender on the relationship between waiting time, perception, and satisfaction. Using regression modeling, we analyze survey data collected from hospitals in United Arab Emirates. The findings confirm that waiting time impacts perception and satisfaction of service quality. The results also reveal that waiting time influences male and female patients’ perception and satisfaction in different ways. © 2018, Society for Alliance, Fidelity and Advancement (SAFA). All rights reserved.
AB - Waiting time in hospitals poses a sensitive issue; particularly since it acts as an important indicator to the quality of service patients are about to receive. We seek to understand the impact of waiting time on patient perception and satisfaction in hospitals. The article examines the moderating role of gender on the relationship between waiting time, perception, and satisfaction. Using regression modeling, we analyze survey data collected from hospitals in United Arab Emirates. The findings confirm that waiting time impacts perception and satisfaction of service quality. The results also reveal that waiting time influences male and female patients’ perception and satisfaction in different ways. © 2018, Society for Alliance, Fidelity and Advancement (SAFA). All rights reserved.
UR - http://www.scopus.com/inward/record.url?eid=2-s2.0-85055961532&partnerID=MN8TOARS
UR - https://www.researchgate.net/publication/328943523_The_impact_of_waiting_time_on_hospital_service_perception_and_satisfaction_The_moderating_role_of_gender
M3 - Article
VL - 8
SP - 131
EP - 150
IS - 1
ER -