Queue Management, Service Quality and Patient Satisfaction in Hospital Services: A Systematic Literature Review and Bibliometric Analysis
DOI:
https://doi.org/10.38035/jafm.v7i2.3434Keywords:
Waiting Time, Queue Management, Service Quality, Patient Satisfaction, Hospital, Bibliometric AnalysisAbstract
This study aims to analyze the development of research related to patient satisfaction in the context of queue management, service quality, and hospital services through a Systematic Literature Review (SLR) and bibliometric analysis approach. The study utilized the Scopus database with the keywords waiting time, service quality, patient satisfaction, and hospital. In this study, the concept of queue management was represented through the variable waiting time because the term is more widely used in healthcare service research to describe the effectiveness of queue systems and the efficiency of patient flow. The initial search process identified 1,023 articles, which were subsequently screened using the PRISMA framework, resulting in 105 relevant articles for further analysis. Bibliometric analysis was conducted using VOSviewer software to map keyword relationships, publication distribution, collaboration patterns, and research trends. The findings indicate that research on waiting time, service quality, and patient satisfaction has continued to develop significantly and remains highly relevant in healthcare service research. The results also reveal that waiting time has a strong relationship with patient satisfaction and service quality, indicating that effective queue management plays an important role in improving patient experience and hospital service efficiency. In addition, service quality dimensions such as healthcare communication, service responsiveness, empathy, and hospital facilities were identified as dominant factors influencing patient satisfaction. The bibliometric analysis further demonstrates that research on this topic has developed globally, with major publication contributions from China, the United Kingdom, the United States, India, and Indonesia. This study also found that the integration of healthcare technologies such as Queue Management Systems (QMS), Artificial Intelligence (AI), telemedicine, and smart healthcare systems still offers substantial opportunities for future development in improving hospital service quality and patient experience.
References
Abbasi, A. F., Noor, N., Malik, S., & Kamran, M. F. (2021). Satisfaction Level Of Patients With Services Provided in Dental Outpatient Department of Rawal Institute Of Health Sciences, Islamabad. Journal of Ayub Medical College, 33(3), 467–470. Scopus.
Amarantou, V., Chatzoudes, D., Kechagia, V., & Chatzoglou, P. D. (2019). The Impact of Service Quality on Patient Satisfaction and Revisiting Intentions: The Case of Public Emergency Departments. Quality Management in Health Care, 28(4), 200–208. Scopus. https://doi.org/10.1097/QMH.0000000000000232
Avila, D. E., & Gil, D. N. (2025). The Impact of Integrated Health Management in Hospital Administration: A Systematic Literature Review Applying the ProKnow-C Methodology. Journal of Evaluation in Clinical Practice, 31(4). Scopus. https://doi.org/10.1111/jep.70125
Bidari, A., Jafarnejad, S., & Faradonbeh, N. A. (2021). Effect of Queue Management System on Patient Satisfaction in Emergency Department; a Randomized Controlled Trial. Archives of Academic Emergency Medicine, 9(1), 1–6. Scopus. https://doi.org/10.22037/aaem.v9i1.1335
Bradács, A. I., Voiță-Mekeres, F., Daina, L. G., Davidescu, L., & Hozan, C. T. (2025). Assessing Patient Satisfaction with Hospital Services: Perspectives from Bihor County Emergency Hospital, Romania. Healthcare (Switzerland), 13(7). Scopus. https://doi.org/10.3390/healthcare13070836
Chen, L.-H., Chen, C.-H., Loverio, J. P., Wang, M.-J., Lee, L.-H., & Hou, Y.-P. (2024). Examining Soft and Hard Attributes of Health Care Service Quality and Their Impacts on Patient Satisfaction and Loyalty. Quality Management in Health Care, 33(3), 176–191. Scopus. https://doi.org/10.1097/QMH.0000000000000420
Davidson, K. W., Shaffer, J., Ye, S., Falzon, L., Emeruwa, I. O., Sundquist, K., Inneh, I. A., Mascitelli, S. L., Manzano, W. M., Vawdrey, D. K., & Ting, H. H. (2017). Interventions to improve hospital patient satisfaction with Healthcare Providers and systems: A systematic review. BMJ Quality and Safety, 26(7), 563–606. Scopus. https://doi.org/10.1136/bmjqs-2015-004758
Dayan, M., Al Kuwaiti, I. A., Husain, Z., Ng, P. Y., & Dayan, A. (2022). Factors influencing patient loyalty to outpatient medical services: An empirical analysis of the UAE’s government healthcare system. International Journal of Quality and Reliability Management, 39(1), 176–203. Scopus. https://doi.org/10.1108/IJQRM-11-2020-0373
Divya, D., Savita, S., & Kaur, S. (2025). Unveiling excellence in Indian healthcare: A patient-centric PRISMA analysis of hospital service quality, patient satisfaction and loyalty. 19(3), 874–914. Scopus. https://doi.org/10.1108/IJPHM-05-2024-0043
Eshetie, G., Feleke, A., & Genetu, M. (2020). Patient Satisfaction and Associated Factors among Outpatient Health Service Users at Primary Hospitals of North Gondar, Northwest Ethiopia, 2016. Advances in Public Health, 2020. Scopus. https://doi.org/10.1155/2020/6102938
Ferreira, D. C., Vieira, I., Pedro, M. I., Caldas, P., & Varela, M. (2023). Patient Satisfaction with Healthcare Services and the Techniques Used for its Assessment: A Systematic Literature Review and a Bibliometric Analysis. Healthcare (Switzerland), 11(5). Scopus. https://doi.org/10.3390/healthcare11050639
Gualandi, R., Masella, C., & Tartaglini, D. (2020). Improving hospital patient flow: A systematic review. Business Process Management Journal, 26(6), 1541–1575. Scopus. https://doi.org/10.1108/BPMJ-10-2017-0265
Kamble, G., & Parlikar, C. (2026). Impact of Quality, Accessibility and Affordability on Patient Satisfaction in Healthcare Services. 1744 LNNS, 12–20. Scopus. https://doi.org/10.1007/978-3-032-12996-3_2
Lim, J.-S., Lim, K.-S., Heinrichs, J. H., Al-Aali, K., Aamir, A., & Qureshi, M. I. (2018). The role of hospital service quality in developing the satisfaction of the patients and hospital performance. Management Science Letters, 8(12), 1353–1362. Scopus. https://doi.org/10.5267/j.msl.2018.9.004
Lsloum, M. M. A., Alyami, J. M. H., Alsleem, M. A. M., Alsleam, M. H. M., Al-Saloom, S. M. A., Alwadai, M. S. S., Alyami, J. H. M., Rabou, A. S. S., Aldhalei, M. A., & Alajmi, H. S. R. (2024). Strategies for Effective Health Services Management in Hospitals: A Systematic Review of Key Models and Practices. Journal of Ecohumanism, 3(8), 881–888. Scopus. https://doi.org/10.62754/joe.v3i8.4775
Mandizvida, T., Moyo, S., & Dzinomwa, M. (2024). Reducing Patient Waiting Time at Public Hospitals Through Predictive Modeling. Scopus. Proceedings of the 2024 3rd Zimbabwe Conference on Information Communication and Technology, ZCICT 2024. https://doi.org/10.1109/ZCICT63770.2024.10958517
Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient satisfaction with health care services; an application of physician’s behavior as a moderator. International Journal of Environmental Research and Public Health, 16(18). Scopus. https://doi.org/10.3390/ijerph16183318
Mowen, J. C., Licata, J. W., & McPhail, J. (1993). Waiting in the emergency room: How to improve patient satisfaction. Journal of Health Care Marketing, 13(2), 26–33.
Oubaid, E. N., Abdulameer, N. A., Watife, A. T., Alzubaidi, F. A., Abdul-Husseein, H. K., Al Jubouri, F. M., Al-Shuaibi, H. F., & Azzam, A. A. H. (2025). Patient satisfaction in the public hospitals of Hillah (Iraq): A survey. Pharmakeftiki, 37(2S), 384–388. Scopus. https://doi.org/10.60988/p.v37i2S.236
Puri, N., Gupta, A., Aggarwal, A. K., & Kaushal, V. (2012). Outpatient satisfaction and quality of health care in North Indian medical institute. International Journal of Health Care Quality Assurance, 25(8), 682–697. Scopus. https://doi.org/10.1108/09526861211270631
Rahmatia, S., Basri, M., Ismail, I., Adi, S., Nasrullah, N., & Ahmad, A. (2025). Service quality in hospital inpatient care: SERVQUAL model approach. Health SA Gesondheid, 30. Scopus. https://doi.org/10.4102/hsag.v30i0.3055
Rifial, M., Razak, A., Darmawansyah, D., Indar, I., & Rahman, A. (2025). Evaluation of the Utilization of the Hospital Management Information System (SIMRS) at Madani Regional General Hospital, Palu. Journal of Public Health and Pharmacy, 5(2), 274–286. Scopus. https://doi.org/10.56338/jphp.v5i2.6169
Saraçoğlu, İ. (2026). Scenario-Based Simulation Modeling for Performance and Efficiency Improvement in an Ultrasonography Department. Healthcare (Switzerland), 14(6). Scopus. https://doi.org/10.3390/healthcare14060709
Soman, S., Rai, S., Ranjan, P., Cheema, A. S., & Srivastava, P. K. (2020). Mobile-augmented smart queue management system for hospitals. 2020-July, 421–426. Scopus. https://doi.org/10.1109/CBMS49503.2020.00086
Swathi, K. S., Gopal Krishna, B., & Somu, G. (2019). Assessment of in-patient satisfaction using importance-performance map analysis. Indian Journal of Public Health Research and Development, 10(6), 267–271. Scopus. https://doi.org/10.5958/0976-5506.2019.01280.4
Tlapa, D., Zepeda-Lugo, C. A., Tortorella, G. L., Baez-Lopez, Y. A., Limon-Romero, J., Alvarado-Iniesta, A., & Rodriguez-Borbon, M. I. (2020). Effects of Lean Healthcare on Patient Flow: A Systematic Review. Value in Health, 23(2), 260–273. Scopus. https://doi.org/10.1016/j.jval.2019.11.002
Uprety, V., Paudel, B. K., Shrestha, M., Kharel, S., Neupane, S., Neupane, H., Sigdel, M., & Pandey, B. (2025). Assessing Patient Satisfaction by Measuring Service Quality in Outpatient Service of a Public Hospital in Bagmati Province, Nepal. Public Health Challenges, 4(4). Scopus. https://doi.org/10.1002/puh2.70143
Utomo, A. Y. S., Widjanarko, B., & Shaluhiyah, Z. (2023). Quality of Service With Patient Satisfaction in Hospital: Literature Review. Media Publikasi Promosi Kesehatan Indonesia, 6(9), 1708–1714. Scopus. https://doi.org/10.56338/mppki.v6i9.3720
Yaqoob, E., Sahitia, N., Abbas Zaidi, D., Aftab, S., Sajid, F., Ali Khan, S., Chaurasia, B., & Javed, S. (2025). Intersection of Care: Navigating Patient-Hospital Relationships in Neurosurgery. World Neurosurgery, 193, 842–850. Scopus. https://doi.org/10.1016/j.wneu.2024.10.077
Zhang, J., Zhang, Y., & Peng, Y. (2024). Exploration of the realistic dilemmas and development paths in the establishment of elderly-friendly medical institutions. Chinese Medical Ethics, 37(12), 1466–1472. Scopus. https://doi.org/10.12026/j.issn.1001-8565.2024.12.15
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Muhammad Syaifullah Noer
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Journal of Accounting and Finance Management (JAFM) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Journal of Accounting and Finance Management (JAFM).
