International Journal of Business and Marketing Management
Volume 3 Issue 1 Page 31 - 42 January 2015
Copyright 2015 Discourse Journals


Full Length Research Paper

An assessment of Service Failures and Customer Complaints Management in the delivery of Health Care in the Municipal Hospitals in Ghana

Isaac Ofori-Okyere* and Gifty Kumadey

School of Business, Takoradi Polytechnic, Box 256, Marketing Department, Takoradi, Ghana

Abstract

This study assessed Service Failures and Customer Complaints Management in the delivery of Health Care in three Municipal Hospitals in Ghana. Responses were gathered from the perspective of both Management and Staff and Clients (patients). In all 50 questionnaires were sent to the Management and Staff (making a total of 150); and 500 also sent to clients in each of the hospitals (making a total of 1,500). Responses from the field revealed that clients in the Municipal Hospitals in Ghana are likely to engage in these behaviours in the event of services failure (such as voice out, engage in third party action and private action and exit); the rate at which hospitals respond to complaints lodged by their clients is low and the major visible failure points usually evidenced in all the three hospitals are unclean environments, lack qualified personnel (specialists), lack of modern equipment and drugs. Lastly, it was concluded that clients in the hospitals complained of poor communication during service failures, lack and shortage of drugs in the pharmacies and poor attitude of health workers towards duty.

Keywords: Service failures, Customer Complaints, Health Care, Municipal Hospitals, Patients (clients)

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