TITLE:
Customer Care Practice and Its Effects in Burundian Private Hospitals
AUTHORS:
Nduwayo Félicité, Maniraho Jules Joseph, Habineza Samson, Kagayo Asima Sylvie, Mbuyu Zaina Marlaine, Bashirahishize Firmat
KEYWORDS:
Customers Care, Customer Satisfaction, Private Hospital, Burundi
JOURNAL NAME:
Modern Economy,
Vol.14 No.7,
July
14,
2023
ABSTRACT: Introduction: Contemporary, it is really difficult to attract new
customers because it requires a lot of effort and resources, while retaining
them is crucial for building a strong relationship and looking over things
which matters in building this relationship with customers. Customer care
service has become important in many ways for
most organizations which had led to quality management and patient satisfaction
services. Methods: A cross-sectional study design was used to
find out if customer care practice provided in Burundian private hospital has
any effect on customer satisfaction and consequently if it leads to customer
loyalty. A purposive sampling method was used to select a sample of 55 participants
by using Alain Bouchard’s formula and the questionnaire was used as data
collection instrument. Results: This study unveiled that customer care
practice at CVN was not sufficient as the clinic did not have the customer
service unit. Participants’ age (p =
0.004) had impact significantly the customer care service offered to patients.
Lack of understanding of customer, lack of incentive, communication value,
insufficient management and workload were the most practice for participants
that have seen to significantly impact customer care practice (p Conclusion:
Customer care practice at CVN was not good which could affect customer
satisfaction. In-service training and customer service department instating
were highly recommended for improving participants’ knowledge and practice on
customer care service and management, hence could improve customer
satisfaction.