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
Hussein Ali Abdul Rasoul
Khaled Saleh chafat
Al-Qadisiyah University – College of Administration and Economics
Corresponding Author: Khaled Saleh chafat
Abstract : 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.
Key words: Complaint Handling, Customer Commitment
