Journal articles on the topic 'Complaint'
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Armstrong, Christine, Alicia Kulczynski, and Stacey Brennan. "For all to see: social risk and observable complaining on Facebook." European Journal of Marketing 56, no. 1 (October 14, 2021): 31–71. http://dx.doi.org/10.1108/ejm-07-2020-0517.
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Purpose Online consumer complaint behaviour that is observable to other consumers provides the firm with an opportunity to demonstrate transparency and service quality to the public eye. The purpose of this paper is to assist practitioners with a strategy to increase perceived accommodativeness in complaint management on social media and reduce the social risk associated with online consumer complaint behaviour using a social exchange theory perspective. Design/methodology/approach Six online experiments with 1,350 US Facebook users were conducted to investigate the effect of supportive and non-supportive virtually present others, and employee intervention on a consumer’s choice to complain, likelihood to make an observable complaint (on the Facebook page) and likelihood to make a non-observable complaint (via Facebook Messenger). The mediating role of perceived accommodativeness and subsequent social risk is also examined. Findings Supportive comments made to the complainant by virtually present others were found to influence participants’ decision to complain, heighten participants’ likelihood to complain about the Facebook page and reduce their likelihood to complain via Facebook Messenger. This effect was reversed in the presence of non-supportive virtually present others and was explained by perceived social risk. Further, a participant’s likelihood to complain about the Facebook page was increased when an employee intervention was directed at a non-supportive comment made to a complainant, by a virtually present other. This effect was explained by the perceived accommodativeness of the employee interaction. Research limitations/implications The findings advance research on online consumer complaint behaviour by investigating how employee intervention can be used to increase the likelihood of an observable complaint. This research is limited in that it does not incorporate individual characteristics, such as introversion/extroversion and propensity to respond to peer pressure, which may affect participant responses. Practical implications This research shows that perceptions of social risk are most effectively reduced by employee intervention directed at a non-supportive comment (made to a complainant) of a virtually present other. Consumer complaint management strategies aimed at minimising perceptions of social risk and encouraging observable online complaint behaviour are proposed. Originality/value This research extends the consumer complaint behaviour taxonomy by introducing the term “observable complaining”, that is, visible complaints made on a Facebook page, and broadens understanding of the organisation’s role in managing non-supportive virtually present others to assuage perceptions of social risk in potential complainants.
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Karafoti, Eleni. "Attending to a possible complaint." Journal of Language Aggression and Conflict 7, no. 2 (September 24, 2019): 269–92. http://dx.doi.org/10.1075/jlac.00030.kar.
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Abstract Taking into account that people are reluctant to engage in a conflictual interaction but also that the recognition and interpretation of a complaint is very much contingent on the discourse in which it appears, the present paper adopts a conversation analytic perspective and studies complaints in ordinary conversation. In terms of politeness research, complaints are characterized as ‘face threatening acts’, with the analysis focusing either on the mitigation strategies the complainer may employ or on the description of the acts that are at the complainee’s disposal. From a wider perspective, the most prominent feature of complaints is that they transform an individual’s trouble into an acknowledgeable interpersonal problem. The present research focuses on complaints addressed to participants in the on-going interaction (direct complaints), explicating instances where members themselves reveal their understanding of the complaint. Special attention is given to the mitigation and accounting practices a complainee employs, i.e. noticings, anticipatory apologies and (preemptive) accounts, which all aim to withhold the disaffiliative complaint. Through these practices, not only does the candidate complaint-recipient mitigate the impact of his/her accountability but also third party participants attempt to avoid the delivery of the complaint. The data of the study consist of 20 audio-recorded conversations between friends and relatives and are drawn from the Corpus of Spoken Greek of the Institute of Modern Greek Studies.
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H.A. Bijmolt, Tammo, Eelko K.R.E. Huizingh, and Adriana Krawczyk. "Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet." Internet Research 24, no. 5 (September 30, 2014): 608–28. http://dx.doi.org/10.1108/intr-03-2012-0056.
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Purpose – The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels. Design/methodology/approach – Using survey data from large consumer samples from 15 European countries, the authors classify consumers according to: whether they had negative experiences with online purchases, whether they complained, and whether they were satisfied with the complaint handling. A logistic regression analysis assesses the effects of these experiences on repurchase intentions. Findings – Remarkable differences arise among the consumers with respect to intentions to repurchase on the internet. Consumers with negative experiences who complained expressed higher repurchase intentions than consumers with no reason to complain and also than consumers who had negative experiences but did not complain. Yet the highest repurchase intentions arose among consumers who complained and expressed satisfaction with the complaint handling, in support of the service recovery paradox in an online setting. Originality/value – This project is one of the first empirical studies of the consequences of dissatisfaction and complaints related to online purchase behaviour.
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Mingqiang, Zhou. "Abstracts of the Chinese papers in English." Chinese as a Second Language Research 4, no. 1 (May 1, 2015): 137–40. http://dx.doi.org/10.1515/caslar-2015-0008.
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Pragmatic function and cognitive characteristics of discourse markers of complaintsDiscourse markers of complaints, mainly including ‘zhēnshì/yě zhēnshì’ (‘really / is really’), ‘zhēnshìde /yě zhēnshìde’ (‘really / is really’), ‘hébì ne’ (‘why bother’), ‘hékǔ ne’ (‘why bother’), ‘zhìyù mā’ (‘need you …’), ‘nǐ kàn nǐ’ (‘look at you’), ‘bù shì wǒ shuō nǐ’ (‘I want to remind you’), ‘bù shì wǒ V nǐ’ (‘I want to VERB you’), ‘kàn / qiáo nǐ shuōde’ (‘well, listen to you’), ‘nǐ zhè ge / zhè zhǒng rén a’ (‘oh, the likes of you’), ‘zài zěnme shuō’ (‘anyway’), etc., express complaint feelings.The pragmatic frame of discourse markers of complaints includes WHOM, WHY and WHAT, among which WHOM and WHAT are two vital factors. People usually complain in three cases: first is to complain behind the back of an interlocutor, which is graver than the second, to complain face to face; third is to complain about oneself, which is usually in a light way or just to boast with sly humor. The cause of complaints is sometimes identical to the content to be complained about, including complaining interlocutors’ behavior and its consequences, interlocutors’ thought and speech, among which the complaints about interlocutors’ behaviors and its consequences are more common than the complaints about interlocutors’ thought and speech. Different discourse markers of complaints might intensify, weaken or even alleviate the complaining feelings. Depending on different complaining interlocutors and the content to be complained about, the speakers choose corresponding discourse markers of complaints to make the complaining content fit their feelings. The sentiments of complaints can be classified into following categories: the first is a self-compliment, a false complaint concealing actual praise; the second is caring displeasure, a tender complaint with sympathy, friendliness and affection to remind the addresser of inappropriateness; the third is blaming in different degrees, a complaint of criticism with an excuse in a stern tone, or that of disapproval with no excuse in the same tone, or that of mocking in a teasing tone, as well as that of self-reproach, of persuasion, of rejection, of marked ellipsis with no gist and ground of the blame, etc. The sentiments of complaint may be expressed with the marked speech with criticism and blame at the fore, while the marked speech is indispensible from the changeable context of complaints due to a wide variety of complainees.The objects to be complained about can be the interlocutors, the speaker him/herself and the facts. When the object to be complained about is the interlocutor, the speaker may complain to them face to face, or behind their back; when an object to be complained about is facts, the complaints will be with a lighter tone, and only with comments and descriptions on the facts; when the object to be complained about is the speaker him/herself, the complaints will be with lightest tone. The discourse markers of complaints are usually used in the negative contexts, mainly by 4 means: first is to use negative sentences, second is to use contrast expressions, third is to use rhetorical questions, fourth is to use some other special expression, such as Chinese idioms ‘duì niú tán qín’ (‘play the lute to a cow’), ‘diū rén xiàn yǎn’ (‘disgraced’) etc., or commentary adverbs, such as ‘chàdiǎner’ (‘almost’), ‘jiǎnzhí’ (‘simply’), ‘lǎoshì’ (‘always’), ‘hébì’ (similar to ‘why must...’)，or sentence constructions with negative connotation, such as ‘lián…dōu’，‘gēnběn bù…’，‘yě tài…’ etc. When discourse markers are used in the negative contexts, the scale of complaining tone is like this (from heavy to light): rhetorical question sentence ＞ negative sentence ＞ contrast sentence ＞ other sentence.To choose the right discourse markers of complaints, the speakers must correctly understand the functions of the corresponding discourse markers. Meanwhile, listeners can catch the speakers’ real implication by seizing the characteristics of the discourse markers of complaints.The discourse markers of complaints can be researched in terms of the following aspects: the impacts of contexts, the common and distinct functions of the complaint markers, and the convergence of cognition on the pragmatic function.
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Bingham, June. "A Complaint against Complaints." Annals of Internal Medicine 138, no. 1 (January 7, 2003): 73. http://dx.doi.org/10.7326/0003-4819-138-1-200301070-00017.
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Humphreys, John S., Terri A. Meehan-Andrews, Judith A. Jones, Lynn D. Griffin, Bethia A. Wilson, and Karly B. Smith. "How do rural consumers contribute to quality assurance of health services?" Australian Health Review 29, no. 4 (2005): 447. http://dx.doi.org/10.1071/ah050447.
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Objective: To investigate the reasons for complaint or non-complaint by rural consumers of health services. Design: Qualitative study using focus group discussion of hypothetical scenarios. Setting: Selected rural communities in the Loddon- Mallee region of north-western Victoria. Participants: Sixty volunteer participants in eight focus groups recruited through advertising. Main outcome measure: Issues and themes concerning circumstances leading to, and factors inhibiting, complaints about a health service and awareness of complaints mechanisms. Results: Compared with residents of larger towns, those of small communities were more likely to report they would complain to the local provider, whereas those in larger towns were more likely to mention Hospital Boards or the Commissioner. Deterrents to making complaints included the lack of services, scepticism about the role of complaints in bringing about change and an attitude that it was more appropriate to try to fix the problem than complain about it. Lack of awareness of appropriate complaint mechanisms which feed into quality assurance processes was also identified.
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SMILANSKY, SAUL. "The Paradox of Moral Complaint." Utilitas 18, no. 3 (August 21, 2006): 284–90. http://dx.doi.org/10.1017/s0953820806002044.
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When may someone complain, morally? And what, if any, is the relationship between legitimate moral complaint and one's own behaviour? I point out a perplexity about a certain class of moral complaints. Two very different conceptions of moral complaint seem to be operating, and they often have contrary implications. Moreover, both seem intuitively compelling. This is theoretically and practically troubling, but has not been sufficiently noticed. The Paradox of Moral Complaint seems to point to an inherent difficulty in our reflective moral intuitions. Given the legislative nature of moral agency, the plausible limitations upon reasonable moral complaint seem to contradict the inviolability of central moral constraints and the complaints they allow. In the sort of cases under discussion, morality seems at once both to insist upon the possibility of moral complaint, and to deny it.
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Sulistyowati, Endah, and Danny Wibowo. "Consumer Complaint Behavior (CCB) of Jombang Health Card (KJS) for increasing health facility service." Journal of Economics, Business & Accountancy Ventura 18, no. 1 (June 2, 2015): 121. http://dx.doi.org/10.14414/jebav.v18i1.388.
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The purpose of this study is to see and assess why they complaint, how to make complaints and alternative for patients complain KJS (Jombang Health Card) users, as such information from various forms of complaint can be used to improve health care strategy hospital. This is an exploratory and qualitative research using Focus Group Discussion (FGD) towards 20 people. It was found that the reason KJS users complain services is due to factors that include poor service, poor facilities, the be-ginning of a long process and product factors include: the availability of drugs, limited room space and time limits hospitalization. The second factor is a fatal loss, allowing participants to have a longer hierarchy levels due to passing through a more complicated procedure. Complaints and personality types of participants affect the nature of the expectations expressed through the submission of a complaint. The results include the results of the settlement of complaints received by the partici-pants, and satisfaction evaluation with the settlement. Generally poor service stimu-lates participants to convey a simple complaint in connection with suggestions or criticism to improve services and hospital management.
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Kusumanugraha, Yaffi Arrizki. "The Evaluation of Foreman Competency Suitability on Consumer Complaints." Jurnal Teknik Sipil dan Perencanaan 20, no. 2 (November 29, 2018): 117–22. http://dx.doi.org/10.15294/jtsp.v20i2.16172.
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Abstract. The construction industry is one of the most developed industries around the world. Similar to the housing construction industry, consumers who buy a house on the developers sometimes have a complaint about the units they buy. Because of the consumer complaints, the developers expend more money to use the services of foreman complaints. Quality of foreman complains determines the result of consumer complaint work. Elements of competence that affect the performance of the foreman complain were analyzed using SPSS and descriptive percentage. Descriptive method of percentage of frequency calculated in percent. The elements analyzed are the skills competence, the work experience competence, the discipline competence and the wage competency. The results of the research showed that the elements that affected the foreman complaints are the skills competence 88.56%, the work experience competence 85.56%, the skills competence 88.56% the discipline competence 89.07% and the wage competency 89.73%. The strategies that must be implemented to improve the performance of the foreman complain are to supervise the continues improvement of the team owner, and also repeat orders according to the portion (the foreman capacity), selecting the workman or labor that will be used by the foreman to do a job and also make a skill assessment from the foreman and his team, conducting training programs for the foreman and the craftsman can also be a strategy to improve the performance of the foreman complain.
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Kuster-Boluda, Amparo, Natalia Vila Vila, and Ines Kuster. "Managing international distributors’ complaints: an exploratory study." Journal of Business & Industrial Marketing 35, no. 11 (April 4, 2020): 1817–29. http://dx.doi.org/10.1108/jbim-11-2018-0336.
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Purpose Complaint management is at the heart of customer relationship management. While many studies have analyzed a client’s complaint behavior in business-to-business (B2B) relationships, there is a lack of research in the study of complaints by distributors from different countries. The purpose of this paper is to explain the following two main objectives: to analyze if the complaint management strategy of a manufacturer varies depending on the type of international distributor used (indirect exporters, direct exporters and commercial subsidiaries); and to analyze the potential effects of complaint management on the satisfaction and fidelity of distributors and the quantity of complaints that they put. Design/methodology/approach A stratified probabilistic sampling method was used, dividing the entire population of distributors of a leading Spanish manufacturer into three different groups. In total, 79 valid responses were obtained as follows: 24 per cent from indirect exporters (organizational commitment Grade 1), 68 per cent from direct exporters (organizational commitment Grade 2) and 8 per cent from commercial subsidiaries (organizational commitment Grade 3). Partial least squares were used to analyze the proposed relationships. Findings The results have confirmed that the procedure for resolving the complaint and its length (resolution time) depends on the seriousness of the complaint (the type of complaint). In turn, the resolution of the complaint influences the satisfaction of the vendor and the latter will influence its fidelity. Regarding the number of complaints, those distributors with the highest number of complaints satisfactorily resolved are those who remain loyal to the company. On the contrary, it is not possible to affirm that the type of distribution channel affects the types of complaints that are presented. Different kinds of distributors of the same manufacturer (indirect exporters, direct exporters and commercial subsidiaries) complain equally. In addition, those whose complaints take longer to resolve are not significantly less satisfied. Even more, low-satisfied distributors will present more complaints than the most satisfied ones. Originality/value First, this study investigates if different kinds of distributors with different international commitments (indirect exporting, direct exporting and commercial subsidiary) behave differently in terms of claims and complaints. Second, this paper analyzes the role of complaint management in international B2B relations to improve distributors' satisfaction and loyalty; but considering the join impact of three dimensions of a successful complaint management strategy that literature usually has examined separately as follows: what (the type of complaint), how it is resolved (management procedure) and when it is closed (duration).
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Nguyen, Quoc Nghi, Anh Tin Ngo, and Van Nam Mai. "Factors impacting online complaint intention and service recovery expectation: The case of e-banking service in Vietnam." International Journal of Data and Network Science 5, no. 4 (2021): 659–66. http://dx.doi.org/10.5267/j.ijdns.2021.8.001.
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With advanced technology, service providers have used multiple channels to get customer feedback. Online complaints are considered a useful solution for many service providers. If the online complaints are appropriately resolved, this not only helps recover customer satisfaction but also enhances the service image in customers' minds. This study applies structural equation modeling (SEM) to determine the affecting factors on online complaint intention and service recovery expectation in e-banking services. Research data are collected by random sampling with a sample size of 206 customers who have ever experienced e-banking service failures. The study demonstrated that customers' intention to complain online is influenced by attitude towards online complaints, complaint experience, and service failure severity. Besides, online complaint intention positively influences customers’ recovery expectations for e-banking service failures.
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Haryani, Tiyas Nur, Okki Chandra Ambarwati, Novira Kusumastuti, and Annisa Ary Nurwijayanti. "The Challenge to the Innovation of Complaint Mechanism from Mobile to IT-Based Complaint Mechanism." KnE Social Sciences 2, no. 4 (June 13, 2017): 229. http://dx.doi.org/10.18502/kss.v2i4.891.
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The enactment of Republic of Indonesia’s Law Number 25 of 2009 about Public Service gave the community the opportunity to participate in improving the delivery of public servicesand lodging complaints. Each innovation of public service-complain mechanism had some challenges. Community empowerment-based complaint mechanism faced the challenges in building public awareness of their rights to efficient public service. One of the challenges to improving the IT-based complaint mechanism conducted by PATTIRO Surakarta and Inspectorate of Surakarta City is limited by budget commitment, human trust, and human resource capacity in accessing IT. This paper examines the challenges to the innovation of public service complaint mechanism.
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Rahayu, Rahayu. "CONSUMER COMPLAINT BEHAVIOR (CCB) PELANGGAN MINIMARKET DI JOMBANG." EKUITAS (Jurnal Ekonomi dan Keuangan) 15, no. 1 (February 8, 2017): 84. http://dx.doi.org/10.24034/j25485024.y2011.v15.i1.2279.
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The business development are getting very competitive especially in retail…….; the businessman must be responsive to the customers complaint and handle the unsatisfied service given. In this research, the categorized of cause of complaint are: the price labeling, the miscalculated by cashier, the services and products problems. Alternative of Cunsomer Complaint Behavior which is taken by the customers influenced by simple complaints and asking compensation to fix demographic factors or some situation of CCB is also influence by choosing complaints alternatives. Some alternatives action of CCB done by the customers with dissatisfactions are : complaining by phone, meeting cashiers directly (the most popular alternative), meeting the retail employees, meeting the customer service representative, calling the retail company to obtain the procedure on how to complain, meeting the supervisor, complaining by mass media (radio, newspapers), using the mediation service by the consumers complaint service. Customers have many CCB hierarchies, however, the procedures and actions intensity are varies. The action intensity is the next step of hierarchy and the situational to the customers. The economics and psychological factor is the most basic consideration to differentiating steps of CCB which need for the customers doing complaint.
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Mahmudah, Sri, Indah Tri Purwanti, and Rumiri Aruan. "COMPLAINING STRATEGIES USED BY THE EFL LEARNERS OF ENGLISH STUDY PROGRAM IN RIAU." JURNAL PAJAR (Pendidikan dan Pengajaran) 6, no. 3 (May 23, 2022): 682. http://dx.doi.org/10.33578/pjr.v6i3.8631.
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Complaint commonly appears in daily life interaction (Sukyadi, 2011). People do not only provide words when they speak up but also deliver an action. The way how they complain is sometimes different. Hence, the study described in this article aimed to investigate the types of complaining strategies produced by the EFL learners of the English Study Program at Universitas Riau. The research was conducted in Pekanbaru. Research design used was a descriptive qualitative study accompanied by descriptive statistics. The participants of the research involved 36 EFL students of the English Study Program selected by using the cluster random sampling technique. The data were collected by using a DCT( Discourse Completion Task) system consisting of some situations in which students were requested to express their complaints. The result showed that the students mostly used direct complaint strategies. Subsequently, based on the overall strategies, the direct accusation strategy appeared as the strategy mostly employed by students in their daily interactions. It means that they prefered to give a direct and simple complaint by using a question to accuse the complainant directly. Moreover, they complain about something by using an Indonesian structural context as their L1, which was not appropriate in the English structural context as their L2. One of the strategies that were not used by the students was the direct strategy to condemn or curse the defendant’s actions because it was claimed as a harsh accusation.
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Masjedi, Narges, and Shamala Paramasivam. "Complaint and Politeness Strategies used by Iranian Speakers of English." International Journal of Applied Linguistics and English Literature 7, no. 4 (July 1, 2018): 38. http://dx.doi.org/10.7575/aiac.ijalel.v.7n.3p.38.
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Complaint is a face threatening act and it happens when a speaker reacts with anger to things which go wrong or to a speech or an action which affected him/her unfavorably. Therefore, complaints can engender social relationship breakdown. However, a complainer can use politeness when he/she aims to maintain a good relationship with complainee or to mitigate the severity of his/her complaint and face threat. This study aims to investigate the complaint speech act with regard to the strategies and structure used as well as the politeness strategies employed by Iranian learners in communication with other nationalities in the academic context of a university. Searle’s (1969) speech act theory and Brown and Levinson’s (1987) politeness theory comprised the theoretical framework of the study. The data were elicited through open-ended discourse completion task questionnaire from 50 Iranian learners. The data were analyzed using pragmatics as the approach within discourse analysis. The findings show that Iranians are able to draw on a variety of strategies and structures and adapt them in a flexible manner when faced with various complaint-provoking situations. Culturally, the findings show that Iranians are indirect and exercise negative politeness as they try to minimize the face threatening act of complaining. However, when the situation demands for it, they can be direct in their manner of speech.
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Arif, ‘Afifah Najibah, Mahfudzah Othman, Nurzaid Muhd Zain, and Zulfikri Paidi. "E-Complaint System for UiTM Perlis College Embedded with Gamification." Journal of Computing Research and Innovation 7, no. 1 (March 30, 2022): 108–17. http://dx.doi.org/10.24191/jcrinn.v7i1.283.
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Even though people can make complaints through a computerized system, some places still use the manual system. The manual system is inconvenient for the complainant because they must visit the respective counter to channel the complaints. In addition, the form provided usually consists of long instructions for the complainant to read before channelling the complaint. This paper discusses the development of an e-Complaint System for UiTM Perlis colleges embedded with gamification. In this system, there are three gamification elements included, which are the progress bar, leaderboard, and Avatar selection for personalization. Two tests were conducted, which are functionality and usability testing through various platforms such as YouTube, 000webhost, and Google Form. There were 33 respondents for the usability testing consisting of students and staff of UiTM Perlis. While the functionality testing was conducted with UiTM Perlis lecturers who have experienced teaching IT subjects. From the responses obtained from the respondents through PPSUQ Survey, most of the respondents agreed that the developed system helped them in channelling complaints and updating the status of their complaints compared to the existing system. The system developed does include some gamification elements which can ease the users to use the e-complaint system in the future. Via this system, users were guided on how to lodge complaints via step-by-step process instead of reading long instructions which could lead them to confusion.
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Kim, Chulmin, Sounghie Kim, Subin Im, and Changhoon Shin. "The effect of attitude and perception on consumer complaint intentions." Journal of Consumer Marketing 20, no. 4 (July 1, 2003): 352–71. http://dx.doi.org/10.1108/07363760310483702.
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The importance of managing dissatisfied consumers has increased because of severe competition from the introduction of new types of stores, such as online shopping. Focuses on consumers who complain directly to the offending firms because their dissatisfaction provides a firm with the opportunity to improve its customer service. In contrast to studies that examine determinants of complaint behavior to resolve customer dissatisfaction, examines how attitudinal and perceptual variables, influenced by generalized personal factors, affect complaint intention. Performs a path analysis to examine the links among generalized personal antecedents, attitudinal and perceptual mediators, and customer’s complaint intentions. The empirical results confirm that attitudinal and perceptual mediators positively influence complaint intention. Furthermore, three generalized personal antecedents affect attitudinal and perceptual mediators. The empirical results indicate that attitude toward complaining plays a central role in mediating between three generalized personal antecedents and complaint intention. Finally, provides managerial implications that suggest ways firms can manage customers’ complaints to enhance customer satisfaction.
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Herasymenko, Pavlo Volodymyrovych, and Olena Volodymyrivna Herasymenko. "ЕТИЧНІ АСПЕКТИ РОЗБОРУ СКАРГ У ПРИВАТНІЙ МЕДИЧНІЙ ПРАКТИЦІ." SOCIAL WORK ISSUES: PHILOSOPHY, PSYCHOLOGY, SOCIOLOGY, no. 2 (14) (2019): 13–18. http://dx.doi.org/10.25140/2412-1185-2019-2(14)-13-18.
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Urgency of the research. The relevance of adherence to the principles of medical ethics in the analysis of complaints is determined by the complexity of decision-making during an examination of inconsistencies in medical practice, which mandatory element is interference in a person’s inner world. Target setting. The structure of complaints about activities of health professionals is quite complex. A decision after a complaint is not always in favor of a complainant. At the same time, inconsistencies in medical practice due to a fault of a medical institution have significant consequences: organizational, financial, image. Therefore, improvement and proper application of principles of medical ethics in complain handling is important at all stages of medical care. Actual scientific researches and issues analysis. The article mentions works of scientists and medical practitioners, summarizes the body of knowledge on the issues of adherence to medical ethics during medical intervention and possible complaints. Uninvestigated parts of general matters defining. At the present stage of development, the national health care system is in a state of radical change. The shares of the public, communal and private sectors are significantly redistributed. Their structure and development trends are changing dynamically. The volatility of the current national health care system requires better study and coverage, in order to share experiences and implement best practices in ethical patient management. The research objective of the publication is to expand scientific and practical knowledge and skills about the harmonious integration of the principles of medical ethics in modern Ukrainian medicine. The statement of basic materials. Variants of complaints from dissatisfied patients, ethical principles of the approach to their consideration, stages and features of complaint analysis, the role of each of the medical staff during such examinations are considered. Conclusions. The publication discusses the practical experience of applying the principles of medical ethics and deontology in the work of a private medical institution in the analysis of complaints. The main elements of an ethical approach to diagnostics, consideration and resolution of a complaint. The conditions and processes that accompany communication with the complainant are described. Variants of approaches to solving problems for the personnel of clinics and finalizing the elimination of the identified inconsistencies are proposed.
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Marvin, Stevie, and Susan Thibeault. "Pharyngeal Versus Esophageal Stasis: Accuracy of Symptom Localization." American Journal of Speech-Language Pathology 29, no. 2 (May 8, 2020): 664–72. http://dx.doi.org/10.1044/2019_ajslp-19-00161.
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Purpose The purpose of this article was to determine whether patients who complain of bolus stasis are accurate at localizing bolus stasis as measured by a videofluoroscopic swallowing study with an esophagram. Method This study used a prospective analysis of outcomes data from the University of Wisconsin–Madison Voice and Swallow Outcomes database in patients with complaints of bolus stasis who completed the combined videofluoroscopic swallowing study and esophagram to determine the accuracy of bolus stasis localization. Results Dysphagia evaluation was completed in 301 patients with complaints of bolus stasis. Patients with complaints of bolus stasis in the throat (i.e., pharynx and cervical esophagus) were less accurate at localizing bolus stasis than patients with complaints in the thoracic esophagus ( p < .001). Esophageal stasis was the most common finding regardless of complaint location. Conclusion Patients are poor at localizing bolus stasis, and esophageal stasis is common in patients who complain of pharyngeal stasis. This work supports a comprehensive evaluation of both the pharynx and the esophagus for patients with complaints of bolus stasis in the throat. Future research should focus on identifying symptom profiles that could lead to targeted swallowing evaluations based on patient history and complaint.
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Astrini, Melia Retno. "Understanding Gen Y and Their Complaint Behavior towards Bank." International Review of Financial Consumers 2, No. 2 Oct 2017 (October 1, 2017): 35–48. http://dx.doi.org/10.36544/irfc.2017.1-2.3.
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In banking industry where company has various direct service delivery moments with consumers, complaints seem inevitable. In Indonesia, banking industry has always been ranked as the top 5 industries that get a lot of complaints from consumers. In this study, we interested to discuss about complaint behavior intentions, specifically within Generation Y consumers. In this study, we particularly interested to discuss about complaint behavior intentions of Generation Y consumers. This is important as an effort to predict future market trends, since nowadays, consumers are dominated by digital consumers like Generation Y. Thus, identifying whether the unique characteristics of Generation affects their complaint behavior will be beneficial for company in creating an appropriate complaint handling strategy. The data in this study were collected using online survey questionnaire to a total of 131 banking customers. A regression analysis was performed to examine the effect of Generation Y characteristics towards their intention to complain. The results showed that from five Generation Y’s characteristics tested in this study, only characteristics of tech savvy and desire to engage in social media were proved to significantly affect Generation Y’s intention to complaint. Meanwhile, all the characteristics of Generation Y do not have effects on to their intention to repurchase after service recovery effort from service provider. Moreover, the study also provides managerial implications to suggest ways for banks to manage customers’ complaint, particularly that comes from Generation Y.
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Catley, Bevan, Kate Blackwood, Darryl Forsyth, David Tappin, and Tim Bentley. "Workplace bullying complaints: lessons for “good HR practice”." Personnel Review 46, no. 1 (February 6, 2017): 100–114. http://dx.doi.org/10.1108/pr-04-2015-0107.
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Purpose Current research provides an incomplete picture of the challenges facing human resource personnel (HRP) tasked with managing a workplace bullying complaint. The purpose of this paper is to provide a holistic model of the complaint management process in order to advance the theorising of HRP’s role in this important process, and the challenges they face in undertaking it. Design/methodology/approach Cases of workplace bullying heard before the legal system were analysed – a novel data source in research on workplace bullying. Thematic analysis was undertaken on the case determinations to identify the challenges HRP faced that prevented the resolution of the complaint. Findings The analysis indicated two key phases in the complaints management process with five associated challenges. The first two challenges were related to HRP’s ability to assess the substance of the complaint. HRP’s ability or inability to “sort out” conflicting accounts and to follow the process saw the complaint follow one of three “resolution pathways”. Three further challenges were associated with HRP communicating the outcome to the complainant. Failure to overcome these challenges left the complainant aggrieved at the unfairness in which their complaint had been handled – triggering legal action. Originality/value This paper draws on a novel data source to provide a holistic model of the complaint management process related to workplace bullying which details the various components and challenges related to HRP throughout the process. Alongside advancing theory, this research has practical value for improving HR practice.
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Worrall, John L. "If You Build It, They Will Come: Consequences of Improved Citizen Complaint Review Procedures." Crime & Delinquency 48, no. 3 (July 2002): 355–79. http://dx.doi.org/10.1177/0011128702048003001.
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This study tests the hypothesis that when law enforcement agencies make improvements in their citizen complaint review procedures, a likely consequence is more complaints. Findings from a survey of 700 law enforcement agencies suggest that improvements in citizen complaint procedures result in a higher incidence of complaints. Additionally, certain combinations of citizen complaint review procedures are highly associated with the incidence of complaints. Two recommendations are made: (a) researchers and policy makers need to be attuned to the fact that more complaints will be filed when complaint procedures are reformed, and (b) law enforcement agencies need to be “careful what they ask for;” a higher complaint rate, although a desirable consequence of improved complaint review procedures, could result in unanticipated consequences.
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Knop, Krzysztof, and Robert Ziora. "Statistical Analysis and Prediction of the Product Complaints." System Safety: Human - Technical Facility - Environment 4, no. 1 (December 1, 2022): 99–115. http://dx.doi.org/10.2478/czoto-2022-00011.
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Abstract The article presents the results of the analysis of cardboard packaging complaints based on selected quality tools and statistical tools for the purpose of a rough assessment of the effectiveness of corrective and preventive actions taken by the surveyed company and for predictive purposes. The analysis was performed in terms of two research periods - 1 year and quarters, and from the point of view of total complaints and external - customer complaints. Data on the number of products complained of as well as financial losses incurred by the company on this account were analysed. The article presents the potential of both classic quality tools and statistical tools for the purposes of in-depth analysis of complaints data and for predictive purposes and subsequent risk analysis. The critical complaint was indicated - complaint code 403 - overprint. The number of complained products to be expected in the next quarter of the new year was determined. The article shows that the corrective and preventive actions taken by the company have not yet brought the expected result in the form of reducing the number of products complained by customers during the quarters surveyed.
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Allsop, Judith, and Kathryn Jones. "Withering the Citizen, Managing the Consumer: Complaints in Healthcare Settings." Social Policy and Society 7, no. 2 (April 2008): 233–43. http://dx.doi.org/10.1017/s1474746407004186.
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This paper considers concepts of citizenship and consumerism in light of complaints about healthcare, which have risen since the early1990s, due to a greater willingness by the healthcare user to complain, and also the reforms in complaint systems. The narrow legal model for dealing with complaints has been replaced by a managerial model based on corporate sector practice that views complaint handling as a way of retaining customers and organisational learning. The managerial model has proved difficult to embed into the English NHS and has been superposed with a centralised regulatory system that aims to manage performance while also being responsible for reviewing, complaints and being responsive to complainants. It is argued that this may have positive consequences in terms of improving healthcare quality but more negatively, the promotion of consumerism within complaints processes has led to a loss of the right to due process and public accountability.
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Oktari, Nendy, and Jalalin. "The Incidence of Knee Pain Complaints in Pedicab Riders in the Kemuning District, Palembang." Sriwijaya Journal of Medicine 3, no. 3 (October 31, 2020): 119–28. http://dx.doi.org/10.32539/sjm.v3i3.227.
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Background: Knee pain is a major source of disability, and the most frequently complained of disease in people aged 50years and over, this complaint is often associated with osteoarthritis. Complaints of knee pain in OA patients are stronglyassociated with decreased stability of the knee joint. As the main stabilizer in the knee joint, extensor muscle strengthplays a major role in the pain complaints that occur, so that one of the recommended physiotherapy measures for kneeosteoarthritis patients in reducing pain complaints is to exercise the knee extensor muscle strengthening in the form ofpedaling a bicycle. The pedaling movement is a work activity carried out by pedicab drivers. Therefore, this study wasconducted to determine the incidence of knee pain complaints in pedicab riders in the District of Kemuning, Palembang.Method: This type of research is descriptive with cross sectional study design. The study population was pedicab driverswho operated in the Kemuning District of Palembang. Primary data were collected by conducting interviews todetermine whether there were complaints of pain in the knee and assessed by the KOOS Score and Numeric Rating Scale(NRS), as well as measurements of body weight and height. Results: The results showed that 8 pedicab drivers (17.8%)complained of knee pain and 37 pedicab drivers (82.2%) did not complain of pain in their knees. Conclusion: Theincidence of knee pain complaints among pedicab drivers in the Kemuning sub-district of Palembang is lower than that ofpedicab drivers who do not complain of pain in their knees.
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Hermanto, Hermanto, Ali Mustopa, and Antonius Yadi Kuntoro. "ALGORITMA KLASIFIKASI NAIVE BAYES DAN SUPPORT VECTOR MACHINE DALAM LAYANAN KOMPLAIN MAHASISWA." JITK (Jurnal Ilmu Pengetahuan dan Teknologi Komputer) 5, no. 2 (February 1, 2020): 211–20. http://dx.doi.org/10.33480/jitk.v5i2.1181.
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Service in the world of education is an important element for the creation of an academic atmosphere that is conducive to the implementation of a successful teaching and learning process. The process of service to students there is a tendency to be implemented not following the minimum service standards that must be provided to students so that students tend to complain about the services provided. Submission of criticism, complaints, input, or suggestions for dissatisfaction and problems that exist in the university environment is still very limited. Complaints can be constructive if submitted to the right place and party. In this research the data processing of email complaints from students conducted at the academic student body (students.bsi.ac.id). Student complaint data that will be processed is data in the form of * .xls complaint file. Before text data is analyzed using text mining methods, the pre-processing text needs to be done including tokenizing, case folding, stopwords, and stemming. After pre-processing, the classification method is then performed in classifying each complaint category and dividing the status into two parts, namely complaint and not complaint so that the status becomes a normal condition in text mining research. The purpose of this study is to obtain the most accurate algorithm in the classification of student complaints and can find out the results of the classification of the Naïve Bayes algorithm method and Support vector Machine used and compared. In this study, the results of testing by measuring the performance of these two algorithms using Cross-Validation, Confusion Matrix, and ROC Curves. The obtained Support vector Machine algorithm has the highest accuracy value compared to Naïve Bayes. AUC value = 0.922. for the Support vector machine method using the student academic data collection dataset (students.bsi.ac.id) has 84.45%, from the Naïve Bayes algorithm has an accuracy rate of about 69.75% and AUC value = 0.679.
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Koekemoer, Michel M. "Consumer Complaints And Complaint Forums Employed In The South African Motor Vehicle Service Industry: A Survey Of The Literature." Journal of Applied Business Research (JABR) 30, no. 3 (April 24, 2014): 659. http://dx.doi.org/10.19030/jabr.v30i3.8551.
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<p>A South African consumer who owns a motor vehicle will need to have it serviced at a motor vehicle service dealership. The level of service experienced by consumers is not always satisfactory, leaving the consumer dissatisfied and wanting to complain about the poor service. The complaint forums available to South African consumers can roughly be divided into two categories, namely those established under South African law (which include the National Consumer Tribunal; the National Consumer Commission; the Motor Industry Ombud of South Africa; a consumer court; an alternative dispute resolution agent; and an ordinary court); and other traditional complaint forums (which include complaint websites and complaints made to the dealer directly). When deciding on the most appropriate complaint forum, consumers must consider the following factors: the cost of and time spent on the complaint process; the complexity of the rules and procedures associated with each complaint forum; the effective functioning of each forum; and the relief that the consumer can expect to receive from the complaint forum. This study found that when measured against these factors, consumers are left with few viable complaint forums. The structure and functioning of the existing complaint forums remains far from perfect. However, inroads have been made to improve the current complaint forums. Further improvements will only be achieved through a concerted effort by all the industry players. Such collaboration between them will ensure that South African consumers in the motor vehicle service industry will be ranked amongst the best protected consumers in the world.</p>
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Choy, Jenny, Vikas Sethi, Jose Mosco-Guzman, Thomas Hoffman, and Weston Connelly. "A Diagnosis Not to Miss: A Case of Fitz-Hugh-Curtis Syndrome." Case Reports in Infectious Diseases 2022 (October 10, 2022): 1–4. http://dx.doi.org/10.1155/2022/1185314.
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Fitz-Hugh-Curtis syndrome is a rare disease attributed to complications of pelvic inflammatory disease secondary to chlamydia or gonorrhea infections. Patients generally complain of vague abdominal pain that is often acute in onset, with or without genitourinary complaints. We present a case of Fitz-Hugh-Curtis syndrome with a young female who presents with a complaint of right upper quadrant abdominal pain for 2 months’ duration. She initially had no genitourinary complaints. She underwent a diagnostic laparoscopy and cholecystectomy during which adhesions from the lateral liver to the abdominal wall were visualized. The cholecystectomy did not relieve her pain. She later complained of abnormal vaginal bleeding for 15 days one month prior to her admission, unbeknownst to the medical team on admission. A chlamydia DNA probe test was positive, and the diagnosis of Fitz-Hugh-Curtis syndrome was made.
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Xu, Xing'an, Luqi Wang, Lilei Wang, and Kaini Xue. "Effects of online service failure on customers' intentions to complain online." Social Behavior and Personality: an international journal 48, no. 10 (October 7, 2020): 1–16. http://dx.doi.org/10.2224/sbp.9394.
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Dissatisfied customers are increasingly voicing complaints through social media following online service failures; therefore, it is important to clarify the motivational determinants of customers' online complaint intentions (COCI). We investigated in 3 studies the influence and interaction effects of service failure types, attributions about these failures, scope of impact of the failures, and customer inoculation on both public and private online complaint intentions. Participants were 451 college students from Hainan Province, China. The results show that service failure types, service failure attributions, scope of impact of the service failure, and customer inoculation each had distinct effects on COCI and how customers complain online, and that these factors also had interactive effects on online complaint actions. Our finding that the form of COCI can predict service failure attributes offers implications for the implementation of enterprise service recovery from a consumer perspective.
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Muzyczka, Karolina. "Ochrona indywidualnego interesu prawnego jako podstawa legitymacji jednostki do złożenia skargi do Wojewódzkiego Sądu Administracyjnego." Przegląd Prawa Konstytucyjnego 66, no. 2 (April 30, 2022): 189–200. http://dx.doi.org/10.15804/ppk.2022.02.15.
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The entity entitled to bring a complaint to the Provincial Administrative Court is anyone with a legal interest in this. The mere fact of submitting a complaint based on an individual’s individual legal interest results in an obligation on the part of the Provincial Administrative Court to examine the interest of the complainant. If the court, during the examination, does not find a connection between the action or action complained about and the interests of the complainant, it will be forced to disregard the complaint, which will result in its dismissal. The analyzed article expresses a very important principle known as the right to a fair trial. This is a consequence of the rule that only the court is the body that ultimately decides about the freedoms, rights and obligations of an individual. The right of an individual to assert his rights before a competent, independent, impartial and independent court.
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van Dael, Jackie, Tom W. Reader, Alex Gillespie, Ana Luisa Neves, Ara Darzi, and Erik K. Mayer. "Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights." BMJ Quality & Safety 29, no. 8 (February 4, 2020): 684–95. http://dx.doi.org/10.1136/bmjqs-2019-009704.
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IntroductionA global rise in patient complaints has been accompanied by growing research to effectively analyse complaints for safer, more patient-centric care. Most patients and families complain to improve the quality of healthcare, yet progress has been complicated by a system primarily designed for case-by-case complaint handling.AimTo understand how to effectively integrate patient-centric complaint handling with quality monitoring and improvement.MethodLiterature screening and patient codesign shaped the review’s aim in the first stage of this three-stage review. Ten sources were searched including academic databases and policy archives. In the second stage, 13 front-line experts were interviewed to develop initial practice-based programme theory. In the third stage, evidence identified in the first stage was appraised based on rigour and relevance, and selected to refine programme theory focusing on what works, why and under what circumstances.ResultsA total of 74 academic and 10 policy sources were included. The review identified 12 mechanisms to achieve: patient-centric complaint handling and system-wide quality improvement. The complaint handling pathway includes (1) access of information; (2) collaboration with support and advocacy services; (3) staff attitude and signposting; (4) bespoke responding; and (5) public accountability. The improvement pathway includes (6) a reliable coding taxonomy; (7) standardised training and guidelines; (8) a centralised informatics system; (9) appropriate data sampling; (10) mixed-methods spotlight analysis; (11) board priorities and leadership; and (12) just culture.DiscussionIf healthcare settings are better supported to report, analyse and use complaints data in a standardised manner, complaints could impact on care quality in important ways. This review has established a range of evidence-based, short-term recommendations to achieve this.
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Wright, George. "Complaints handling." Dental Nursing 17, no. 10 (October 2, 2021): 479–82. http://dx.doi.org/10.12968/denn.2021.17.10.479.
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George Wright gives a step-by-step guide for dental nurses Aims & Objectives By the end of this article, you will gain an understanding of: The definition of a complaint The regulatory requirements for handling complaints How complaint handling should be approached including a step-by-step guide for responding to complaints The differing requirements for responding to verbal and written complaints The importance of self-care when in receipt of a complaint
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Elias, Richard M., Karen M. Fischer, Mustaqeem A. Siddiqui, Trevor Coons, Cindy A. Meyerhofer, Holly J. Pretzman, Hope E. Greig, Sheila K. Stevens, and M. Caroline Burton. "A Taxonomic Review of Patient Complaints in Adult Hospital Medicine." Journal of Patient Experience 8 (January 1, 2021): 237437352110073. http://dx.doi.org/10.1177/23743735211007351.
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Previous studies show that patient complaints can identify gaps in quality of care, but it is difficult to identify trends without categorization. We conducted a review of complaints relating to admissions on hospital internal medicine (HIM) services over a 26-month period. Data were collected on person characteristics and key features of the complaint. The complaints were also categorized into a previously published taxonomy. Seventy-six unsolicited complaints were identified, (3.5 per 1000 hospital admissions). Complaints were more likely on resident services. The mean duration between encounter and complaint was 18 days, and it took an average of 12 days to resolve the complaint. Most patients (59%) had a complaint in the Relationship domain. Thirty-nine percent of complaints mentioned a specific clinician. When a clinician was mentioned, complaints regarding communication and humaneness predominated (68%). The results indicate that the efforts to reduce patient complaints in HIM should focus on the Relationships domain.
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Irene Waine, Andreasta Meliala, and Valentina Dwi Yuli Siswianti. "PENANGANAN KOMPLAIN DI RUMAH SAKIT." Jurnal Manajemen Pelayanan Kesehatan (The Indonesian Journal of Health Service Management) 23, no. 04 (March 18, 2022): 127–32. http://dx.doi.org/10.22146/jmpk.v23i04.4253.
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Background: Complaint management is a strategy used by agencies in dealing with consumer complaints. Seeing consumer complaintsis an opportunity for agencies to retain consumers. Through an effective complaint handling process, information from customerswill be obtained as input in improving and developing agency service activities. Complaints are a form of dissatisfaction with informationor services received. Thus, complaints can solve customer dissatisfaction problems in hospital services to improve hospital quality.Objective: This study aims to evaluate the effectiveness of handling complaints at the Panti Rapih Hospital.Methods: This research is qualitative. Subjects in the study were ten officers who often handled complaints. The study was conductedin May-June 2019 at Panti Rapih Hospital.Results: The availability of supporting facilities is adequate, including complaint channels via SMS, email, via telephone, suggestionbox, complaint sheet. All staff have received training in effective communication. The flow and procedures for handling complaintshave been maximized. However, their many complaints are still repeated. The process of monitoring and evaluating complaint handlingreporting documentation has been running optimally. The response time for handling complaints is perfect because all casesare handled on average 1x24 hours, the response time reaches 95%.Conclusion: The handling of complaints at the Panti Rapih Hospital has been maximized but ineffective. The handling is not yet effectivebecause the information system process does not support the complaint handling process, for example, the delivery of information topatients who have not been able to in real-time. The mechanism for handling complaints is carried out by submitting complaints verballyand in writing to the maximum extent.
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Satyogi, Pooja. "Law, police and ‘domestic cruelty’: Assembling written complaints from oral narratives." Contributions to Indian Sociology 53, no. 1 (February 2019): 46–71. http://dx.doi.org/10.1177/0069966718812522.
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This article examines the relationship between law and the police in the Special Protection Unit for Women and Children (Unit), Delhi. It explicates how women police officers negotiate meanings of ‘domestic cruelty’ under the Dowry Prohibition Act, 1961, read with Section 498-A of the Indian Penal Code (IPC), in a milieu where narratives of violence they encounter from women complainants often challenge interpretations of domestic violence. Taking two instances, one in which a complainant came to the Unit without a written complaint, and the second in which changes were made to the complaint after it was officially submitted, I delineate the shape that their formal complaints took, central to which was the role performed by the police officers assigned to them. The officers, I contend, strove to make the complaints legally stand up, with the awareness that although most complaints do not end in litigation, the act of writing the complaint constituted an important step for complainants to get what I call a working sense of their experiences of cruelty. I conclude that although police’s discretionary power is understood to give way to reckless arbitrariness and discrimination, its mutability and amorphousness can also contribute towards enabling redress for injury.
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Hansen, Kevin E., Kathryn Hyer, Amanda A. Holup, Kelly M. Smith, and Brent J. Small. "Analyses of Complaints, Investigations of Allegations, and Deficiency Citations in United States Nursing Homes." Medical Care Research and Review 76, no. 6 (December 12, 2017): 736–57. http://dx.doi.org/10.1177/1077558717744863.
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Quality of care in nursing homes has been evaluated from varying perspectives, but few studies analyze complaints made to surveyors. This study analyzed complaints, investigations, and citations for nursing homes nationwide. Using the complaint and survey data sets, analyses match nursing home complaints with findings of investigations conducted. Results showed the average complaint rate was 13.3 complaints per 100 residents and that 43.2% of complaint allegations were substantiated, with complaints about care and services provided being the most prevalent. Variability was noted among the Centers for Medicare and Medicaid Services regions and, on average, 47.5% of facilities had five or more complaints in a given year. While additional research could evaluate the effect of complaint investigations on nursing home quality, results indicated that complaints and subsequent investigations provide further information regarding quality for residents. Results also suggest improvements in the training for surveyors and more consistency across Centers for Medicare and Medicaid Services survey regions.
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Wulandari, Yuni, Denny Hernawan, and Irma Purnamasari. "SISTEM PENGELOLAAN PENGADUAN DALAM MENINGKATKAN KEPUASAN PELANGGAN PADA PDAM TIRTA KAHURIPAN KABUPATEN BOGOR." JURNAL GOVERNANSI 2, no. 2 (March 18, 2017): 125. http://dx.doi.org/10.30997/jgs.v2i2.223.
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Regional Water Company (PDAM) is a company that is managed by the Local Government to operate as a body of community service that is selling services and trust in society. PDAM has to must still understand the behavior and wishes of the customers in the utilization of services of drinking water and the discretion of the company in the form term of service standards set, so as to provide a good service that causes customers to be satisfied. One of the PDAM in Indonesia is PDAM Tirta Kahuripan located in Bogor. PDAM Tirta Kahuripan is often get complaints from their customers. Of the Many customers who complained about the poor service system so far is are leaky pipe impact on the high notes of erroneous meter, water quality is still dirty muddy, and sluggish handling of a complaint. The aim of research is to find out a complaint management system in order to improve customer satisfaction at PDAM Tirta Kahuripan. The theory used to analyze a system of customer complaints is the referring to the Minister of Administrative Reform and Bureaucratic Reform No. 3 Year of 2015 on the Road Map Development Complaints Public Service Nationwide with 3 sizes of complaint management : outcomes, targets, and programs. While, improving customer satisfaction using Fandi Tjiptono and Gregory Cahndra theory (2006: 130) with four dimensions to measure customer satisfaction : the system of complaints and suggestions, Customer satisfaction Survey, Ghost Shopping (Shadow Customer), and Customer Switching Analysis. Research methods used in this research is descriptive quantitative method using questionnaires / questionnaire and interviews as the main instrument to collect data. The results showed that the management of customer complaints in accordance with to existing procedures with the acquisition of a score of is 3.32 according to the with category of interpretation of the category is as quite good enough (moderate). Meanwhile, the results of data analysis by increasing customer satisfaction PDAM Tirta Kahuripan obtained a score of is 2.83 in the category with category of interpretation as good enough (moderate). Nevertheless, But there is a needs to be have a system or application that can be accessed in to the customer complaints and the organizers therefore PDAM can respond and follow complaint subsequently. Keywords : Complaint Management System , Customer Satisfaction
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Robins, Jason A., Najla Fasih, and Mark E. Schweitzer. "Looking Back, Moving Forward: An Analysis of Complaints Submitted to a Canadian Tertiary Care Radiology Department and Lessons Learned." Canadian Association of Radiologists Journal 65, no. 4 (November 2014): 310–14. http://dx.doi.org/10.1016/j.carj.2014.02.003.
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Purpose We present an analysis of various types and strata of complaints received in a geographically isolated tertiary care center over a 2.5-year period. Methods Research ethics board approval was obtained. The institution described is a closed system with formalized procedures for submitting complaints. All complaints submitted between November 2010 and March 2013 were collected retrospectively. The following data were extracted: type of complainant, nature of the complaint, site or modality of concern, dates in question, and the response. The data were analysed in multiple subgroups and compared with patient and study volume data. Results The frequency of complaints equalled 0.01% (100/1,050,000). The largest group of those who submitted complaints were patients (69% [69/100]), followed by referring physicians (16%). Examination scheduling and interpersonal conflicts were equally of greatest frequency of concern (21% [21/100]), followed by issues with study reporting (16%). The average time interval between complaint submission and formal address was 15 days. Conclusions We present a low frequency of complaints, with the majority of these complaints submitted by patients; scheduling and personal interactions were most often involved. Effective communication, both with patients and referring physicians, was identified as a particular focus for improving satisfaction.
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Arya Kadyanan, I. Gusti Agung Gede. "Penerapan Algoritma Kompresi Pada Sistem Pengaduan Layanan Masyarakat Online." Jurnal Ilmu Komputer 12, no. 1 (April 9, 2019): 5. http://dx.doi.org/10.24843/jik.2019.v12.i01.p02.
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Handling complaints is a reciprocal service for the public provided by the government. People who want to make a complaint can make it by dialing the phone number, web, emails and suggestion box provided by the government. Problems encountered in making this complaint include an error in entering/writing the targeted agency, the distance to the suggestion box is far and not real time. The author designed a mobile-based information system for handling public complaints using the android operating system. This public complaint handling application has a feature where the user can choose the agency in accordance with the complaint, the complaint can include pictures, location tags, can see the lates developments of complaint handling in the status of complaints, as well as chat feature that can be used to communicate directly with the Government and the Admin Agencies. Based on the result of test conducted, namely testing using black box method and stress testing, it can be concluded that this application has functioned properly.
Keywords: Image, Boxblur Algorithm, Information System, Compression
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Chawathey, Kunal. "Crammer’s Corner. Complaints: Managing the complaint and oneself." InnovAiT: Education and inspiration for general practice 12, no. 10 (September 17, 2019): 601–2. http://dx.doi.org/10.1177/1755738019863150.
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Wabang, Keszya, Oky Dwi Nurhayati, and Farikhin. "Application of The Naïve Bayes Classifier Algorithm to Classify Community Complaints." Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) 6, no. 5 (November 2, 2022): 872–76. http://dx.doi.org/10.29207/resti.v6i5.4498.
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Unsatisfactory public services encourage the public to submit complaints/ reports to public service providers to improve their services. However, each complaint/ report submitted varies. Therefore, the first step of the community complaint resolution process is to classify every incoming community complaint. The Ombudsman of The Republic of Indonesia annually receives a minimum of 10,000 complaints with an average of 300-500 reports per province per year, classifies complaints/ community reports to divide them into three classes, namely simple reports, medium reports, and heavy reports. The classification process is carried out using a weight assessment of each complaint/ report using 5 (five) attributes. It becomes a big job if done manually. This impacts the inefficiency of the performance time of complaint management officers. As an alternative solution, in this study, a machine learning method with the Naïve Bayes Classifier algorithm was applied to facilitate the process of automatically classifying complaints/ community reports to be more effective and efficient. The results showed that the classification of complaints/ community reports by applying the Naïve Bayes Classifier algorithm gives a high accuracy value of 92%. In addition, the average precision, recall, and f1-score values, respectively, are 91%, 93%, and 92%.
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Jurnal, Redaksi Tim. "RANCANG BANGUN SISTEM ELECTRONIC COMPLAINT SISWA BERBASIS WEB Di SMA NEGERI 3 PANDEGLANG MENGGUNAKAN METODE WATERFALL." PETIR 11, no. 1 (November 6, 2018): 25–30. http://dx.doi.org/10.33322/petir.v11i1.4.
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In the development of information technology very often people want the challenge of speed, accuracy, and ease of access in an information system that must be met well. The grievance system in SMA Negeri 3 Pandeglang is still less effective ie the students complaint complaint still use the way of recording in the paper or the students come directly to the teacher room in complaint to the homeroom teacher. This causes obstacles faced by the guardian of the class where there is a loss of damage on the complaint complaint paper so that complaints complaints are not conveyed to the homeroom teacher and principal. On the basis of the above problems, researchers create a web-based system is expected to help students in complaints and facilitate homeroom teachers, principals and teachers in handling sustainability of student complaints effectively. In designing the system using UML (Unified Modeling Language) and using waterfall method it proposes an approach to systematic and sequential software development starting from the system advance level on all analysis, design, coding, testing and maintenance.
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Jumaryadi, Yuwan. "CUSTOMER COMPLAINT INFORMATION SYSTEM AT NATIONAL STANDARDIZATION AGENCY OF INDONESIA." IJISCS (International Journal of Information System and Computer Science) 3, no. 2 (December 7, 2019): 43. http://dx.doi.org/10.56327/ijiscs.v3i2.740.
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Technological developments changes the flow of information, where anyone can receive information easily. BSN as an Indonesian non-ministerial government institution needs to think about customer satisfaction with the services that provided. Completion of customer complaint is an important thing in fulfillment customer satisfaction. At present, the delivery of information regarding complaints against BSN services is still done in a conventional manner, where each user submits a complaint directly to the Helpdesk. However, in this case the section head is difficult to monitor every complaint that exists to improve the SLA. By proposing an Customer Complaint information system that can monitor customer complaints, it is hoped that it can improve service to any complaints that exist. This research is expected to assist users so that any complaints submitted can be resolved immediately, and are expected to increase SLA.
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Kumar, Nirmal, and Ajeya Jha. "Pharmaceutical Product Complaint Handling." International Journal of Public and Private Perspectives on Healthcare, Culture, and the Environment 3, no. 2 (July 2019): 43–58. http://dx.doi.org/10.4018/ijppphce.2019070103.
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The customer complaint is considered an expression of dissatisfaction against the quality of the product or information associated with them. An effective mechanism for product complaint handling is one of the essential business requirements of the pharmaceutical industry. The customer complaints have the potential to jeopardize the firm's reputation and trigger regulatory action. This study shows that the prevailing complaint handling practices in the pharmaceutical sector follow a random and independent approach without synchronizing the strategy with the gross interest of stakeholders. The study explores the dearth of study for overall mitigation of adverse impacts on business due to patient's risk, impending legal and regulatory actions. The existing system to handle pharmaceutical complaints is handled with a technical perspective, without effective involvement of the distribution personnel. This study has produced a unique pathway to redress pharmaceutical product complaints effectively.
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Sinlae, Alfry Aristo J., Yeni Daniarti, Dedy Alamsyah, and Amat Damuri. "DEVELOPMENT OF AN ELECTRONIC PUBLIC COMPLAINTS SYSTEM TO IMPROVE PUBLIC SERVICES." Jurnal Pilar Nusa Mandiri 18, no. 1 (March 10, 2022): 81–86. http://dx.doi.org/10.33480/pilar.v18i1.2969.
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Public complaints are essential for the government to see how successful it is in carrying out activities. Public complaints are an essential element for local agencies because complaints are aimed at correcting the shortcomings of the activities that have been carried out. The absence of an electronic complaint system will hamper the complaint reporting process, so repairing deficiencies in government agencies will be hampered. The delay in repairing deficiencies in the agency will, of course, also affect the services provided to the community. The government can certainly use technology development to improve public services from the government to the community. This study discusses the development of an online-based public complaint system with the website-based Extreme Programming (XP) method that the public can access so that complaint reports can be submitted in real-time. The results of testing the complaint system from the usability side show an average value of 88.7% in the excellent category, so the application is feasible to use and as needed.
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LI, JOHN, GULZAR H. SHAH, and CRAIG HEDBERG. "Complaint-Based Surveillance for Foodborne Illness in the United States: A Survey of Local Health Departments." Journal of Food Protection 74, no. 3 (March 1, 2011): 432–37. http://dx.doi.org/10.4315/0362-028x.jfp-10-353.
Full textAbstract:
Foodborne illnesses are an important public health problem in the United States in terms of both the burden of illness and cost to the health care system. Strengthening foodborne illness surveillance helps address the growing issues of food safety in the United States. Very little is known about the use of consumer complaint surveillance systems for foodborne illness. This study evaluates the use of these surveillance systems by local health departments (LHDs) in the United States and their practices and policies for investigating complaints. Data for this study were collected through two Web-based surveys based on a representative sample of LHDs in the United States; 81% of LHDs use complaint-based surveillance. Of those that did not have a complaint system, 64% reported that the state health department or another agency ran their complaint system. Health departments collect a wide variety of information from callers through their complaint systems, including food intake history. Most of the LHDs, however, do not store the information in an electronic database. Outbreak rates and complaint rates were found to be positively correlated, with a Pearson's correlation coefficient of 0.38. Complaints were the most common outbreak detection mechanism reported by respondents, with a median of 69% of outbreaks during the previous year found through complaints. Complaint systems are commonly used in the United States. Increasing the rate at which illnesses are reported by the public and improving investigation practices could help increase the number of outbreaks detected through complaint surveillance.
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Evanschitzky, Heiner, Christian Brock, and Markus Blut. "Will You Tolerate This? The Impact of Affective Commitment on Complaint Intention and Postrecovery Behavior." Journal of Service Research 14, no. 4 (November 2011): 410–25. http://dx.doi.org/10.1177/1094670511423956.
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Successful complaint management primarily depends on customers' willingness to voice their complaints and on companies' ability to adequately deal with these complaints. This article investigates the impact of one relationship characteristic in the complaint management process: affective commitment. Based on two studies, the authors investigate whether affective commitment moderates the impact of complaint barriers on complaint intention (a) and whether it moderates the link between complaint satisfaction and purchase behavior after the complaint (b). Results show that affectively committed customers exhibit higher complaint intention irrespective of the level of complaint barriers. Furthermore, affectively committed customers display little change in their postrecovery behavior, even after a service failure followed by an unsatisfactory recovery attempt. It seems that these customers are tolerant and want to help the provider improve their business. Affective commitment seems to amplify willingness to help the company by means of voicing dissatisfaction despite considerable efforts in doing so. Moreover, affective commitment buffers the negative effects of service failures on postrecovery behavior. Findings have important implications for managers. They highlight the necessity to measure customers' affective commitment. Based on that, tailored complaint systems can be designed, which help in achieving a more effective allocation of resources for customer recovery.
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Norlock, Kathryn J. "Can’t Complain." Journal of Moral Philosophy 15, no. 2 (April 17, 2018): 117–35. http://dx.doi.org/10.1163/17455243-20170004.
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Philosophers generally prescribe against complaining, or endorse only complaints directed to rectification of the circumstances. Notably, Aristotle and Kant aver that the importuning of others with one’s pains is effeminate and should never be done. In this paper, I reject the prohibition of complaint. The gendered aspects of Aristotle’s and Kant’s criticisms of complaint include their deploring a self-indulgent “softness” with respect to pain, yielding to feelings at the expense of remembering one’s duties to others and one’s own self-respect. I argue that complaining may also take the form of mindful attention to shared suffering. A complainer may observe affective duties, such as commiseration and invitations to disclose pains. Against more contemporary views that justify only constructive complaints directed to change, I suggest that quotidian, unconstructive complaining sometimes fulfills important social functions, including the amelioration of loneliness and affective solidarity, for the sake of others as well as oneself.
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Chiou, Wen-Bin. "Customers' Attributional Judgments towards Complaint Handling in Airline Service: A Confirmatory Study Based on Attribution Theory." Psychological Reports 100, no. 3_suppl (June 2007): 1141–50. http://dx.doi.org/10.2466/pr0.100.4.1141-1150.
Full textAbstract:
Besides flight safety, complaint handling plays a crucial role in airline service. Based upon Kelley's attribution theory, in the present study customers' attributions were examined under different conditions of complaint handling by the airlines. There were 531 passengers (216 women; ages 21 to 63 years, M = 41.5, SD = 11.1) with experiences of customer complaints who were recruited while awaiting boarding. Participants received one hypothetical scenario of three attributional conditions about complaint handling and then reported their attributional judgments. The findings indicated that the passengers were most likely to attribute the company's complaint handling to unconditional compliance when the airline company reacted to customer complaints under low distinctiveness, high consistency, and when consensus among the airlines was low. On the other hand, most passengers attributed the company's complaint handling to conditional compliance under the conditions in which distinctiveness, consistency, and consensus were all high. The results provide further insights into how different policies of complaint management affect customers' attributions. Future directions and managerial implications are also discussed.
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SINGH, APOORVA, Soumyodeep Dey, Anamitra Singha, and Sriparna Saha. "Sentiment and Emotion-Aware Multi-Modal Complaint Identification." Proceedings of the AAAI Conference on Artificial Intelligence 36, no. 11 (June 28, 2022): 12163–71. http://dx.doi.org/10.1609/aaai.v36i11.21476.
Full textAbstract:
The expression of displeasure on a consumer's behalf towards an organization, product, or event is denoted via the speech act known as complaint. Customers typically post reviews on retail websites and various social media platforms about the products or services they purchase, and the reviews may include complaints about the products or services. Automatic detection of consumers' complaints about items or services they buy can be critical for organizations and online merchants since they can use this insight to meet the customers' requirements, including handling and addressing the complaints. Previous studies on Complaint Identification (CI) are limited to text. Images posted with the reviews can provide cues to identify complaints better, thus emphasizing the importance of incorporating multi-modal inputs into the process. Furthermore, the customer's emotional state significantly impacts the complaint expression since emotions generally influence any speech act. As a result, the impact of emotion and sentiment on automatic complaint identification must also be investigated. One of the major contributions of this work is the creation of a new dataset- Complaint, Emotion, and Sentiment Annotated Multi-modal Amazon Reviews Dataset (CESAMARD), a collection of opinionated texts (reviews) and images of the products posted on the website of the retail giant Amazon. We present an attention-based multi-modal, adversarial multi-task deep neural network model for complaint detection to demonstrate the utility of the multi-modal dataset. Experimental results indicate that the multi-modality and multi-tasking complaint identification outperforms uni-modal and single-task variants.