The perception of crowding, quality and well-being: a study of Vietnamese public health services

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.Data were collected from 258 matched pairs of medical staff members and their patients at six public hospitals.Medical staff-perceived crowding negatively influences patients' perceived SQ. The perceived SQ then impacts patients'...