The impact of waiting time on hospital service perception and satisfaction: The moderating role of gender

Authors

Nermeen Mustafa, University of Wollongong DubaiFollow
Taghreed Abu-Salim, University of Wollongong DubaiFollow
Alastair Watson, University of Wollongong DubaiFollow

RIS ID

131618

Publication Details

Mustafa, N., Abu Salim, T. & Watson, A. 2018, 'The impact of waiting time on hospital service perception and satisfaction: The moderating role of gender', International Journal of Business and Management Science, vol. 8, no. 1, pp. 131-150.

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.