Demographic Determinants of Inpatient Complaining Behaviour
Journal Title: Saudi Journal of Business and Management Studies - Year 2017, Vol 2, Issue 7
Abstract
Abstract: Demographic factors are the socioeconomic characteristics of a population expressed statistically such as age, sex, education level, income level, marital status, occupation, religion, etc. The actions resorted to by customers after a dissatisfaction episode have always been a topic of research. The broad area covered in this study is consumer satisfaction, dissatisfaction and complaining behaviour. The consumers considered are the inpatients who were dissatisfied with any service during their hospital stay. This study is an attempt to identify the type of demographics of inpatients who have the propensity to complain post dissatisfaction with the hospital services. A total of 312 inpatientswho were admitted and discharged from 100+ bedded private and cooperative hospitals across nine districts belonging to northern, central and southern Kerala were surveyed. Their action after being dissatisfied was studied with a dichotomous scale and thus categorized as either complainers or non-complainers. Data pertaining to a total of eight socio-demographic variables were collected with categorical scales whereas their length of hospital stay and self assessment of medical awareness was collected with a continuous scale. The study revealed that except occupation, none of the other variables had an effect on the complaining behaviours of inpatients. Keywords: Demographics, medical awareness, duration of hospital stay, inpatient, complainers, non-complainers
Authors and Affiliations
Fezeena Khadir, R. Swamynathan
Keywords
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