Abstract
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.
| Original language | English |
|---|---|
| Pages (from-to) | 131-150 |
| Number of pages | 20 |
| Journal | International Journal of Business and Management Science |
| Volume | 8 |
| Issue number | 1 |
| Publication status | Published - 2018 |
Keywords
- Affective
- Cognitive
- Gender
- Perception
- Reliability
- Responsiveness
- Service quality
- Waiting time
ASJC Scopus subject areas
- Business and International Management
- Economics and Econometrics