A Review of Patient Satisfaction with Queue Management During Covid-19 Pandemic. Empirical Evidence from Federal Medical Centre Gusau.
DOI:
https://doi.org/10.61143/umyu-jafr.4(1)2022.005Keywords:
Covid-19, Waiting Line, Multi-server Queuing theory, Queuing management, service quality, Pandemic, Public Hospital, Over Crowdedness, patient satisfactionAbstract
The purpose of this study was to determine how well Federal Medical Centre (FMC) Gusau manage queue during COVID-19 pandemic in relation to patient satisfaction. The study used primary data through questionnaire where a sample of 270 registered patients in this hospital were randomly selected and provided with the questionnaires to answer questions but only 268copies of questionnaires were retrieved. The research was conducted between September, 2020 and October, 2020. Queue management was studied using waiting time for service, the waiting environment conditions and service quality in relation to customer satisfaction. Regression analysis was employed in analysing data for the study. The findings indicated that a significant percentage of the patients were dissatisfied with the way queues were managed at Federal Medical Centre Gusau. The results from the regression analysis shows that all the three dimensions of service quality have significant effect with the patient’s satisfaction. While service quality, and waiting environment were positively correlated overall satisfaction patients towards service provided at the hospital, but the waiting time had negative effect on the patients’ satisfaction.
Metrics
References
Adeniran AM, Burodo MS, Suleiman S.(2022). Application of Queuing Theory and Management of Waiting Time Using Multiple Server Model: Empirical Evidence From Ahmadu Bello University Teaching Hospital, Zaria, Kaduna State, Nigeria, International Journal of Scientific and Management Research; 5(4):159- 174. https://doi.org/10.37502/IJSMR.2022.5412
Adesina A.S., Stephen O. S. and Alexander P. M (2021) Globalisation of Diseases: The Challenges of COVID-19 Pandemic and Public Health System in Nigeria. The Nigerian Journal of Sociology and Anthropology, Volume 19, No. 1. https://doi.org/10.36108/NJSA/1202.91.0170
Agyei A. (2019) An Assessment of the Relationship Between Waiting Lines and Customer Satisfaction of Commercial Banks in Techiman Municipality, International Journal of Recent Scientific Research, 10(9),34588-34593
Ahmed O. I. A. and Abdelgadir M. E. A.(2021). Applying Waiting Queue Models to Solve Queue Problems During the Corona Pandemic in Khartoum State Hospitals. International Journal of Innovation, Creativity and Change. www.ijicc.net Volume 15, Issue 3.
Ali k. M., Khaskheli S.A, Kalwar A. H, Muhammad A. K,Marri H.B and Nebhwani M(2021). Application of Multi-Server Queuing Model to Analyze the Queuing System of OPD during Covod-19 Pandemic: A Case Study, Journal of Contemporary Issues in Business and Government, Vol. 27, No. 05.
Ali, I., and Omar M L A., 2020. COVID-19: Disease, management, treatment, and social impact. The science of the total environment, 728(2020): 138861. https://doi.org/10.1016/j.scitotenv.2020.138861
Bakari, H., Chamalwa, H. and Baba, A., (2014). Queuing Process and Its Application to Customer Service Delivery (A Case study of Fidelity Bank Plc, Maiduguri). International Journal of Mathematics and Statistics Invention, Vol 2, No. 1, pp.-14-18
Bonga W. G. (2014). An Empirical Analysis of the Queuing Theory and Customer Satisfaction in Small and Medium Enterprises: A Case Study of Croc Foods. PhD Thesis in conomics with Atlantic International University based in Zimbabwe. https://doi.org/10.2139/ssrn.2348304
Burodo M.S., Suleiman S. and Garba Y (2021). An assessment of Queue management and Patient Satisfaction of Some Selected Hospitals in North-Western Nigeria. International Journal of Mathematics and Statistics Invention (IJMSI), Volume 9 Issue 8, PP 14-24
Burodo M.S., Suleiman S. and Shaba Y. (2019), Queuing Theory and ATM Service Optimization: Empirical Evidence from First Bank Plc, Kaura Namoda Branch, Zamfara State American Journal of Operations Management and Information Systems; 4(3): 80-86. https://doi.org/10.11648/j.ajomis.20190403.12
Centers for Disease Control and Prevention. COVID-19 Overview and Infection Prevention and Control Priorities in non-US Healthcare Settings. Accessed 12 August 2020 Available:https://www.cdc.gov/coronavirus/2019-ncov/hcp/non-ussettings/ overview/index.htmlCOVID-19. Chinese Journal of Epidemiology, 41.
Desta A. l.Z. andBalete T.H.(2019). The Influence of Waiting Lines Management on Customer Satisfaction in Commercial Bank of Ethiopia, Financial Markets, Institutions and Risks, 3(3), 5-12. https://doi.org/10.21272/fmir.3(3).5-12.2019
Fry, T. C. (1928), "Probability and its Engineering Uses", Van Nostrand Co.
Gao, W.J., Zheng, K., Ke, J., and Li, LM, (2020). Advances on the asymptomatic infection of Ghana Health Service. COVID-19, Ghana's outbreak response management updates. Accessed 15 May 2020 Available:https://ghanahealthservice.org/covi d19/archive.
Heizer, J. & Render, B., (2011). Operations Management: Global edition. 10th ed. New Jersey: Prentice Hall/ Pearson education Ltd.
Khan M. A, Khaskheli S.A, Kalwar A. H, Muhammad A. K, Marri H.B and Nebhwani M (2021). Improving the Performance of Reception and OPD by Using Multi-Server Queuing Model in Covid-19 Pandemic, International Journal of Science and Engineering Investigations, vol. 10, issue 113,
Koko M.A., Burodo M.S. and Suleiman S. (2019). Queuing Theory and Its Application Analysis on Bus Services Using Single Server and Multiple Servers Model. American Journal of Operations Management and Information Systems. 3(4), 81-85. https://doi.org/10.11648/j.ajomis.20190403.12
Krajewski, L., Ritzman, L. and Malhotra, M., (2010). Operations Management: Processes and Supply Chains. Ninth Ed. New Jersey: Pearson Education, Inc.
Liang, C.-C. (2016). Queueing management and improving customer experience: empirical evidence regarding enjoyable queues. Journal of Consumer Marketing, 33(4), 257- 268. https://doi.org/10.1108/JCM-07-2014-1073
Malik, N. & Belwal, O. K., (2016 ). Application of Queuing Theory to Patient Satisfaction at Combined Hospital, Srinagar Garhwal Uttarakhand. International Journal of Science and Research, Vol. 5, No. 4, pp. 1621-1624. https://doi.org/10.21275/v5i4.NOV162958
Mittal, H., and Sharma, N., (2020). Assessment of Delhi NCR Traffic Using Queuing Model. International Journal of Advanced Science and Technology, 29(7), 5418-5424.
Molina, E. C. (1927), "Application of the theory of probability to telephone trunking problems", Bell System Tech. J. 6, pp. 461-494. https://doi.org/10.1002/j.1538-7305.1927.tb00204.x
Nawusu YAW, Najim U. An application of queuing theory to ATM service optimization: A case study. IISTE - Journal of Mathematical Theory and Modelling. 2014;4 (6).
NosekJr, R.A. and Wilson, J.B., (2001). Queuing Theory and Customer Satisfaction: A Review of Terminology, Trends and Applications to Pharmacy. Hospital Pharmacy, No. 36, pp.275-279. https://doi.org/10.1177/001857870103600307
Patel, J., Rajeshkumar, M., Pragnesh, A., Makwana, P., (2012). Minimize the waiting time of customer and gain more profit in restaurant using queuing model. International conference on management, humanity and economics (ICMHE 2012), p77-80
Pollaczek, F. (1934), "Uber das Warte problem", Math. Zeitschrift, 38, pp. 492-537. https://doi.org/10.1007/BF01170652
Pollaczek, F. (1965), "Concerning an analytical method for the treatment of queuing problems", Univ. of North Carolina, Chapel Hill, pp. 1-42.
Russell, R. and Taylor, B., (2011). Operations Management: International Student Version. 7th ed. New Jersey: John Wiley & Sons, Inc
Saaty, T. L. (1961), "Elements of Queueing Theory and Applications", Mc-Graw Hill Book Co., New York.
Slack, N., Chambers, S. & Johnston, R., (2010). Operations Management. 6th ed. Harlow, England: Pearson/Prentice Hall.
Stevenson, W., (2009). Operations Management. 10th edition, New York: McGraw-Hill/Irwin. https://doi.org/10.1108/01443570910986238
Suleiman S, Abdulkadir Y. (2022). Partial Least Square Structural Equation Modelling (PLS- SEM) of Patient Satisfaction on Service Quality in Katsina Public Hospitals, Asian Journal of Probability and Statistics; 17(3):49-60. https://doi.org/10.9734/ajpas/2022/v17i330426
Suleiman S, Burodo MS, Ahmed Z (2022). An Application of Single and Multi-server Exponential Queuing Model in Some Selected Hospitals of the North-Western Nigeria, Asian Journal of Probability and Statistics; 16(2):1-9. https://doi.org/10.9734/ajpas/2022/v16i230396
Suleiman S., and Usman U.(2016) prediction of Customer Accessibility of Electronic Banking logistic regression in Nigeria, Equity Journal of Science and Technology, 4(1): 93 97
Syski, R. (1960), "Introduction to Congestion Theory in Telephone Systems, Oliver and Boyd", London.
Taha A.H (2001), Operation Research: An Introduction, 7th Edition, Hall India World Health Organization. Corona virus disease (COVID-19). Accessed 03 June 2020 Available:https://www.who.int/docs/defaultso urce/coronavirus/situation reports/ 20200306-sitrep-46- covid19.pdf? sfvrsn =96b04adf 4
Tavakol M. &Dennick R.(2011). Making sense of Cronbach's alpha, International Journal of Medical Education, 2:53-55. https://doi.org/10.5116/ijme.4dfb.8dfd
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 UMYU Journal of Accounting and Finance Research
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
