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THE STRATEGIC IMPORTANCE OF E-COMPLAINTS ABOUT THE HEALTH SERVICES OF THE HOSPITALS

Year 2020, Volume: 8 Issue: 3, 373 - 397, 24.12.2020
https://doi.org/10.22139/jobs.759450

Abstract

Aim: Due to the recent technological advancement, patients have the opportunity to share their negative experiences about the services of the hospitals over the internet. The purpose of this study is to understand and analyze the e-complaints of patients in the health industry.
Method: In this study, the information is gathered from the health sector by analyzing the e-complaints recorded by the patients to the e-complaint site www.sikayetvar.com through content analysis. The sample consists of 500 e-complaints about the health services of five private hospitals in total.
Findings: Findings reveal important perspectives of the patients for the health services of the hospitals. The patients emphasize the high cost, money-focused organization, lack of interest, disobedience of the hospital to appointment times, and lack of hospitals’ communication. The categorized e-complaints are the prices, staff behavior, communication, waiting time, trustworthiness, service quality, and the doctor’s empathy.
Results: The majority of the patients are very sensitive towards the occurrence of an extra cost in the delivery of health services, the organizations that are very interested in earning more money, and their lack of interest after the payments are made to the hospitals. The hospitals should reevaluate their service quality and business strategies for providing excellent health services. Otherwise, the continuation of the patients’ concerns will lead to losing the reputation of the hospitals, and lots of potential patients. The research enlightens the patients’ perspectives for e-complaints in the health industry for researchers and practitioners.

References

  • Acquaah, M. (2003). “Organizational Competence and Firm-Specific Tobin’s q: The Moderating Role of Corporate Reputation”, Strategic Organization, 1(4): 383-411.
  • Ashraf, S., Ilyas, R., Imtiaz, M. & Ahmad, S. (2018). “Impact of service quality, corporate image, and perceived value on brand loyalty with the presence and absence of customer satisfaction”, Sciences, 8(2): 452-474.
  • Asnawi, A., Awang, Z., Afthanorhan, A., Mohamad, M. & Karim, F. (2019). “The influence of hospital image and service quality on patients’ satisfaction and loyalty”, Management Science Letters, 9(6): 911-920.
  • Barney, J. (1991). “Firm Resources and Sustained Competitive Advantage”, Journal of Management, 17(1): 99-120. Barlow, J. & Møller, C. (2008). A Complaint is a Gift. San Francisco: Berrett-Koehler Publishers.
  • Bergh, D. D., Ketchen, D. J., Boyd, B. K. & Bergh, J. (2010). “New Frontiers of the Reputation-Performance Relationship: Insights from Multiple Theories”, Journal of Management, 36(3): 620-632.
  • Boyd, B. K., Bergh, D. D. & Ketchen, D. J. (2010). “Reconsidering the Reputation-Performance Relationship: A Resource-Based View”, Journal of Management, 36(3): 588-609.
  • Braun, V. & Clarke, V. (2006). “Using thematic analysis in psychology”, Qualitative Research in Psychology, 3(2): 77-101. Budiwan, V. (2016). “The understanding of Indonesian Patients of hospital service quality in Singapore”, Procedia-Social and Behavioral Sciences, 224: 176-183.
  • Davies G., Chun R., Da Silva, R. V. & Poper S. (2003). Corporate Reputation and Competitiveness, Routledge, New York. de Castro, G. M., López, J. E. N. & Sáez, P. L. J. (2006). “Business and Social Reputation: Exploring the Concept and Main Dimensions of Corporate Reputation”, Business Ethics, 63(4): 361-370.
  • Eisenhardt, K. M. (1989). “Building theories from case study research”, Academy of Management Review, 14(4): 532-550. Faed, A. (2010). Handling e-complaints in customer complaint management system using FMEA as a qualitative system. In: 6th international conference on advanced information management and service (IMS), pp 205-209.
  • Faed, A., Hussain, O. K. & Chang, E. (2014). “A methodology to map customer complaints and measure customer satisfaction and loyalty”, Service-Oriented Computing and Applications, 8(1): 33-53.
  • Fahy J. A. (2002). “Resource-based analysis of sustainable competitive advantage in a global environment”, International Business Review, 11(1): 57-77.
  • Fombrun, C. J. & Van Riel, C. B. (1997). “The reputational landscape”, Corporate Reputation Review, 1(2): 5-13. Glaser, B. G. & Strauss, A. L. (1967). The Discovery of Grounded theory: Strategies for qualitative research. Chicago, IL: Aldine.
  • Heri, H. (2017). “Analysis of the effect of service quality, customer value, customer satisfaction and customer trust on corporate image”, IOSR Journal of Business and Management, 19(6): 38-46.
  • Hsieh, S. Y., Thomas, D. & Rotem, A. (2005). “The organizational response to patient complaints: A case study in Taiwan”, International Journal of Health Care Quality Assurance, 18: 308-320.
  • Ilgun, G. & Ugurluoglu, O. (2019). “How Turkish private hospitals use social media: A qualitative study”, Journal of Social Service Research, 45(1): 34-43.
  • Jain, A. & Ogden, J. (1999). “General practitioners’ experiences of patients’ complaints: Qualitative study”, British Medical Journal, 318(7198): 1596-1599.
  • Javetz, R. & Stern, Z. (1996). “Patients’ complaints as a management tool for continuous quality improvement”, Journal of Management in Medicine, 10(3): 39-48.
  • Karakose, T. (2007). “Örgütlerde İtibar Yönetimi”, Akademik Bakış, 11(9): 1-12.
  • Karatepe, O. M. (2006). “Customer complaints and organizational responses: the effects of complainants’ perceptions of justice on satisfaction and loyalty”, International Journal of Hospitality Management, 25(1): 69-90.
  • Korcok, M. (1995). “Medicolegal hell in Texas”, Canadian Medical Association Journal, 153(7): 963-966.
  • Mahon, J. F., Heugens, P. P. & Lamertz, K. (2004). “Social networks and non‐ market strategy”, Journal of Public Affairs: An International Journal, 4(2): 170-189.
  • Pratt, M. G. (2009). “From the editors: For the lack of a boilerplate: Tips on writing up (and reviewing) qualitative research”, Academy of Management Journal, 52(5): 856-862.
  • Rajesh, D., Ramana, I. V. & CH, R. (2020). “Patients’ Feedback Analysis to Improve Quality of Care - A Tertiary Care Centre Study”, International Journal of Research and Review, 7(1): 1-5.
  • Ramli, A. H. (2019). “Patient Service and Satisfaction Systems”, Business and Entrepreneurial Review (BER), 15(2): 189-200.
  • Reader, T. W., Gillespie, A. & Roberts, J. (2014). “Patient complaints in healthcare systems: a systematic review and coding taxonomy”, BMJ Quality & Safety, 23(8), 678-689.
  • Rodzman, S. B. B., Ismail, N. K., Rahman, N. A. & Aljunid, S. A. (2019, February). Domain-Specific Classification of Malay Based Complaints using the Complaint Concept Ontologies. In Proceedings of the 2019 8th International Conference on Software and Computer Applications (pp. 481-486).
  • Sahin, I., Gulmez, M. & Kitapci, O. (2017). “E-complaint tracking and online problem-solving strategies in hospitality management: plumbing the depths of reviews and responses on TripAdvisor”, Journal of Hospitality & Tourism Technology, 8(3): 372-394.
  • Sanjaya, D. P. E. & Yasa, N. N. (2018). “The Effect of Service Quality on Customer Satisfaction, Positive Word of Mouth and Corporate Image”, Journal of Business and Management, 20: 28-33.
  • Semerci, N. (2016). “Sağlık İşletmelerinde Kurumsal İmajı Belirleyen Faktörler”, Journal of Strategic Research in Social Science, 2(2): 17-38.
  • Sener, H. Y. (2014). “Improving Patient Satisfaction in Health Services: An Application at Dumlupinar University Kutahya Evliya Celebi Education & Research Hospital”, European Journal of Business and Management, 6(30): 172-181.
  • Setyani, A. F., Widjanarko, B. & Agushybana, F. (2019). “Management of Hospital Customer Complaint Using E-Complaint”, JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit), 8(2): 129-137.
  • Stauss, B. & Seidel, W. (2019). Effective Complaint Management: The Business Case for Customer Satisfaction. Springer.
  • Stauss, B. & Seidel, W. (2004). Complaint Management. The Heart of CRM. Ohio: Thomson.
  • Taolin, M. L., Utomo, M. N., Wahyudi, S. & Pangestuti, I. R. D. (2019). “How does Good Corporate Governance create Customer Trust? The Role of Service Quality and Corporate Image”, Calitatea, 20(173): 37-42.
  • Tucker, L. & Melewar, T. (2005). “Corporate Reputation and Crisis Management: The Threat and Manageability of Anti-corporatism”, Corporate Reputation Review, 7(4): 377-387.
  • Wang, Y., Kandampully, J., Lo, H. & Shi, G. (2006). “The Roles of Brand Equity and Corporate Reputation in CRM: A Chinese Study”, Corporate Reputation Review, 9(3): 179-197.
  • Worku, Z. (2017). Design and Development of a Web-Based Client Complaint Management System for St. Paul’s Hospital Millennium Medical College (Doctoral dissertation, Addis Ababa University).

THE STRATEGIC IMPORTANCE OF E-COMPLAINTS ABOUT THE HEALTH SERVICES OF THE HOSPITALS

Year 2020, Volume: 8 Issue: 3, 373 - 397, 24.12.2020
https://doi.org/10.22139/jobs.759450

Abstract

Aim: Due to the recent technological advancement, patients have the opportunity to share their negative experiences about the services of the hospitals over the internet. The purpose of this study is to understand and analyze the strategic importance of e-complaints of patients in the health industry.
Method: In this study, the data are gathered from the health sector by analyzing the e-complaints in the e-complaint site www.sikayetvar.com through content analysis. The data consist of 500 e-complaints about the health services of five private hospitals in total.
Findings: Findings reveal important perspectives of the patients for the health services of the hospitals. The patients emphasize the high cost, money-focused organization, lack of interest, disobedience of the hospital to appointment times, and lack of hospitals’ communication. The categorized e-complaints are the prices, staff behavior, communication, waiting time, trustworthiness, service quality, and the doctor’s empathy.
Results: The majority of the patients are very sensitive towards the occurrence of an extra cost in the delivery of health services, the organizations that are very interested in earning more money, and their lack of interest after the payments are made to the hospitals. The hospitals should reevaluate their service quality and business strategies for providing excellent health services. Otherwise, the continuation of the patients’ concerns will lead to losing the reputation of the hospitals, and lots of potential patients. The research enlightens the patients’ perspectives for e-complaints in the health industry for researchers and practitioners

References

  • Acquaah, M. (2003). “Organizational Competence and Firm-Specific Tobin’s q: The Moderating Role of Corporate Reputation”, Strategic Organization, 1(4): 383-411.
  • Ashraf, S., Ilyas, R., Imtiaz, M. & Ahmad, S. (2018). “Impact of service quality, corporate image, and perceived value on brand loyalty with the presence and absence of customer satisfaction”, Sciences, 8(2): 452-474.
  • Asnawi, A., Awang, Z., Afthanorhan, A., Mohamad, M. & Karim, F. (2019). “The influence of hospital image and service quality on patients’ satisfaction and loyalty”, Management Science Letters, 9(6): 911-920.
  • Barney, J. (1991). “Firm Resources and Sustained Competitive Advantage”, Journal of Management, 17(1): 99-120. Barlow, J. & Møller, C. (2008). A Complaint is a Gift. San Francisco: Berrett-Koehler Publishers.
  • Bergh, D. D., Ketchen, D. J., Boyd, B. K. & Bergh, J. (2010). “New Frontiers of the Reputation-Performance Relationship: Insights from Multiple Theories”, Journal of Management, 36(3): 620-632.
  • Boyd, B. K., Bergh, D. D. & Ketchen, D. J. (2010). “Reconsidering the Reputation-Performance Relationship: A Resource-Based View”, Journal of Management, 36(3): 588-609.
  • Braun, V. & Clarke, V. (2006). “Using thematic analysis in psychology”, Qualitative Research in Psychology, 3(2): 77-101. Budiwan, V. (2016). “The understanding of Indonesian Patients of hospital service quality in Singapore”, Procedia-Social and Behavioral Sciences, 224: 176-183.
  • Davies G., Chun R., Da Silva, R. V. & Poper S. (2003). Corporate Reputation and Competitiveness, Routledge, New York. de Castro, G. M., López, J. E. N. & Sáez, P. L. J. (2006). “Business and Social Reputation: Exploring the Concept and Main Dimensions of Corporate Reputation”, Business Ethics, 63(4): 361-370.
  • Eisenhardt, K. M. (1989). “Building theories from case study research”, Academy of Management Review, 14(4): 532-550. Faed, A. (2010). Handling e-complaints in customer complaint management system using FMEA as a qualitative system. In: 6th international conference on advanced information management and service (IMS), pp 205-209.
  • Faed, A., Hussain, O. K. & Chang, E. (2014). “A methodology to map customer complaints and measure customer satisfaction and loyalty”, Service-Oriented Computing and Applications, 8(1): 33-53.
  • Fahy J. A. (2002). “Resource-based analysis of sustainable competitive advantage in a global environment”, International Business Review, 11(1): 57-77.
  • Fombrun, C. J. & Van Riel, C. B. (1997). “The reputational landscape”, Corporate Reputation Review, 1(2): 5-13. Glaser, B. G. & Strauss, A. L. (1967). The Discovery of Grounded theory: Strategies for qualitative research. Chicago, IL: Aldine.
  • Heri, H. (2017). “Analysis of the effect of service quality, customer value, customer satisfaction and customer trust on corporate image”, IOSR Journal of Business and Management, 19(6): 38-46.
  • Hsieh, S. Y., Thomas, D. & Rotem, A. (2005). “The organizational response to patient complaints: A case study in Taiwan”, International Journal of Health Care Quality Assurance, 18: 308-320.
  • Ilgun, G. & Ugurluoglu, O. (2019). “How Turkish private hospitals use social media: A qualitative study”, Journal of Social Service Research, 45(1): 34-43.
  • Jain, A. & Ogden, J. (1999). “General practitioners’ experiences of patients’ complaints: Qualitative study”, British Medical Journal, 318(7198): 1596-1599.
  • Javetz, R. & Stern, Z. (1996). “Patients’ complaints as a management tool for continuous quality improvement”, Journal of Management in Medicine, 10(3): 39-48.
  • Karakose, T. (2007). “Örgütlerde İtibar Yönetimi”, Akademik Bakış, 11(9): 1-12.
  • Karatepe, O. M. (2006). “Customer complaints and organizational responses: the effects of complainants’ perceptions of justice on satisfaction and loyalty”, International Journal of Hospitality Management, 25(1): 69-90.
  • Korcok, M. (1995). “Medicolegal hell in Texas”, Canadian Medical Association Journal, 153(7): 963-966.
  • Mahon, J. F., Heugens, P. P. & Lamertz, K. (2004). “Social networks and non‐ market strategy”, Journal of Public Affairs: An International Journal, 4(2): 170-189.
  • Pratt, M. G. (2009). “From the editors: For the lack of a boilerplate: Tips on writing up (and reviewing) qualitative research”, Academy of Management Journal, 52(5): 856-862.
  • Rajesh, D., Ramana, I. V. & CH, R. (2020). “Patients’ Feedback Analysis to Improve Quality of Care - A Tertiary Care Centre Study”, International Journal of Research and Review, 7(1): 1-5.
  • Ramli, A. H. (2019). “Patient Service and Satisfaction Systems”, Business and Entrepreneurial Review (BER), 15(2): 189-200.
  • Reader, T. W., Gillespie, A. & Roberts, J. (2014). “Patient complaints in healthcare systems: a systematic review and coding taxonomy”, BMJ Quality & Safety, 23(8), 678-689.
  • Rodzman, S. B. B., Ismail, N. K., Rahman, N. A. & Aljunid, S. A. (2019, February). Domain-Specific Classification of Malay Based Complaints using the Complaint Concept Ontologies. In Proceedings of the 2019 8th International Conference on Software and Computer Applications (pp. 481-486).
  • Sahin, I., Gulmez, M. & Kitapci, O. (2017). “E-complaint tracking and online problem-solving strategies in hospitality management: plumbing the depths of reviews and responses on TripAdvisor”, Journal of Hospitality & Tourism Technology, 8(3): 372-394.
  • Sanjaya, D. P. E. & Yasa, N. N. (2018). “The Effect of Service Quality on Customer Satisfaction, Positive Word of Mouth and Corporate Image”, Journal of Business and Management, 20: 28-33.
  • Semerci, N. (2016). “Sağlık İşletmelerinde Kurumsal İmajı Belirleyen Faktörler”, Journal of Strategic Research in Social Science, 2(2): 17-38.
  • Sener, H. Y. (2014). “Improving Patient Satisfaction in Health Services: An Application at Dumlupinar University Kutahya Evliya Celebi Education & Research Hospital”, European Journal of Business and Management, 6(30): 172-181.
  • Setyani, A. F., Widjanarko, B. & Agushybana, F. (2019). “Management of Hospital Customer Complaint Using E-Complaint”, JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit), 8(2): 129-137.
  • Stauss, B. & Seidel, W. (2019). Effective Complaint Management: The Business Case for Customer Satisfaction. Springer.
  • Stauss, B. & Seidel, W. (2004). Complaint Management. The Heart of CRM. Ohio: Thomson.
  • Taolin, M. L., Utomo, M. N., Wahyudi, S. & Pangestuti, I. R. D. (2019). “How does Good Corporate Governance create Customer Trust? The Role of Service Quality and Corporate Image”, Calitatea, 20(173): 37-42.
  • Tucker, L. & Melewar, T. (2005). “Corporate Reputation and Crisis Management: The Threat and Manageability of Anti-corporatism”, Corporate Reputation Review, 7(4): 377-387.
  • Wang, Y., Kandampully, J., Lo, H. & Shi, G. (2006). “The Roles of Brand Equity and Corporate Reputation in CRM: A Chinese Study”, Corporate Reputation Review, 9(3): 179-197.
  • Worku, Z. (2017). Design and Development of a Web-Based Client Complaint Management System for St. Paul’s Hospital Millennium Medical College (Doctoral dissertation, Addis Ababa University).
There are 37 citations in total.

Details

Primary Language English
Subjects Health Policy
Journal Section Original Articles
Authors

Murat Nazlı 0000-0003-0335-1706

Hande Arbak 0000-0003-2738-0122

Publication Date December 24, 2020
Submission Date June 29, 2020
Acceptance Date October 16, 2020
Published in Issue Year 2020 Volume: 8 Issue: 3

Cite

APA Nazlı, M., & Arbak, H. (2020). THE STRATEGIC IMPORTANCE OF E-COMPLAINTS ABOUT THE HEALTH SERVICES OF THE HOSPITALS. İşletme Bilimi Dergisi, 8(3), 373-397. https://doi.org/10.22139/jobs.759450