International Journal on Customer Relations

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Waiting Time:Perception of Demographic Groups


Affiliations
1 Department of Commerce, Udhampur Campus, University of Jammu, Jammu & Kashmir, India
2 Department of Commerce, University of Jammu, Jammu & Kashmir, India
     

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The amount of time a patient waits to be seen is one factor which affects the utilisation of healthcare services. A considerable amount of research has focused, in particular, on healthcare in India. The application of exploratory factor analysis comes with two factors namely treatment process and admission process considered in waiting time. The study hypothesises that demographic characteristic of the patients affect their perception about waiting time. The results of t-test indicate that in gender-wise comparison, both male and female respondents have significant differences in their perceptions about waiting time. The application of F-test confirms the significance difference in perception of demographic groups namely age, education, and profession. The mean perception indicate below average satisfaction towards waiting time. The study also discusses various problem and suggestion regarding waiting time in hospital. It concludes with limitations and directions for future research.

Keywords

Waiting Time, Treatment Process, Admission Process, Demographic Groups.
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  • Waiting Time:Perception of Demographic Groups

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Authors

Neetu Kumari
Department of Commerce, Udhampur Campus, University of Jammu, Jammu & Kashmir, India
Sandeep Patyal
Department of Commerce, University of Jammu, Jammu & Kashmir, India

Abstract


The amount of time a patient waits to be seen is one factor which affects the utilisation of healthcare services. A considerable amount of research has focused, in particular, on healthcare in India. The application of exploratory factor analysis comes with two factors namely treatment process and admission process considered in waiting time. The study hypothesises that demographic characteristic of the patients affect their perception about waiting time. The results of t-test indicate that in gender-wise comparison, both male and female respondents have significant differences in their perceptions about waiting time. The application of F-test confirms the significance difference in perception of demographic groups namely age, education, and profession. The mean perception indicate below average satisfaction towards waiting time. The study also discusses various problem and suggestion regarding waiting time in hospital. It concludes with limitations and directions for future research.

Keywords


Waiting Time, Treatment Process, Admission Process, Demographic Groups.

References