Browsing by Author "Rahel Gebretsadik"

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    The Effect of Complaint Handling Practices on Customer Satisfaction: Evidence from Selected Private Hospitals in Addis Ababa
    (Addis Ababa University, 2026-11-30) Rahel Gebretsadik; Mesfin Workineh
    This study examines the effect of various types of complaint-handling practices on the customer satisfaction of private hospitals in Addis Ababa, Ethiopia. The primary focus is on the four complaint practices: accessibility, Responsiveness, Timeliness and confidentiality. Utilizing a multiple regression analysis approach, the research investigates how these complaints handling practice influence customer satisfaction. The target population of the study consisted of customers receiving service from Paulos-Mekbib, Girum and Legehar Hospital; furthermore convenience sampling was applied to select respondents. The researcher calculated sample size of the study by item-to-respondent ratio “Rule of 5 or 10” and the sample size of the study were 200 participants. Data were collected through structured questionnaires distributed to private hospitals users, achieving a 95.5% (191 respondents) from 200 participants. The findings reveal that three of complaint-handling practice significantly and positively impact customer satisfaction, with confidentiality showing the highest influence, followed by responsiveness and accessibility; However Timeliness had the negative influence. The regression analysis indicates that 56% of the variance in customer satisfaction can be explained by these complaint-handling practices, confirming their substantial impact. Diagnostic tests, including linearity, independence, homoscedasticity, and normality tests, were conducted to ensure the robustness of the regression model. The results validate the model's assumptions, demonstrating that a linear regression appropriately models the relationships between the independent and dependent variables. The study concludes that a diversified complaint-handling practice is crucial for effectively influencing customer satisfaction. Private hospitals should prioritize confidentiality and responsiveness while maintaining investments in timeliness and accessibility to maximize their customer satisfaction. Recommendations for future research include exploring the impact of timeliness and the effects of other complaint handling practices. This research provides valuable insights for private hospitals improved complaint handling practices to sustaining and retaining their customers, contributing to the broader understanding of complaint-handling practices role in customer satisfaction.