Effect of Complaints Handling on Customer Commitment: An Applied Study for the Sample of Patients' Views in Private Hospitals of Al-Furat Al-Awsat Region
| المصدر: | مجلة القادسية للعلوم الإدارية والاقتصادية |
|---|---|
| الناشر: | جامعة القادسية - كلية الادارة والاقتصاد |
| المؤلف الرئيسي: | Abdul-Rasool, Hussein Ali (Author) |
| مؤلفين آخرين: | Chafat, Khaled Saleh (Co-Author) |
| المجلد/العدد: | مج23, ع4 |
| محكمة: | نعم |
| الدولة: |
العراق |
| التاريخ الميلادي: |
2021
|
| الصفحات: | 17 - 24 |
| ISSN: |
1816-9171 |
| رقم MD: | 1235255 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Complaint Handling | Customer Commitment
|
| رابط المحتوى: |
الناشر لهذه المادة لم يسمح بإتاحتها. |
| المستخلص: |
The dynamics of the business environment and the intensity of competition have led business organizations to direct their efforts to build long-term and close relationships with their customers, by providing a variety of options for customers to switch to competitors and trade-off between the services available from the organizations. Specifically in the area of health services, competition has become so intense that it is difficult to predict the future of market players in the light of the similar nature of services and their incentives for customer gain, which require arms with sophisticated and diverse competitive tools. This makes the study of the impact of processing a customer's complaints on enhancing the dimensions of the customer's commitment an important motivation in the preparation of this research, The research was applied to Middle Euphrates hospitals (Diwaniyah, Najaf al-Ashraf, Babylon and Holy Karbala), where the questionnaire form was used as the main data collection tool, with a study sample of 245 patients, to extract the required results. The statistical package (spss. V. 25 & amos. v. 25) was used. Association and impact tests have been used to verify the hypotheses of the study. The results of the statistical analysis supported the hypotheses of the study and showed the correlation and impact of the handling of complaints on the client's commitment. |
|---|---|
| ISSN: |
1816-9171 |
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