Open AccessDissatisfaction Factors That Influence Customers To Give Low Online Rating To Hospitals
Author(s) -
Arif Raza,
Ranjit Kumar Dehury
Publication year - 2021
Publication title -
asia pacific journal of health management
Language(s) - English
Resource type - Journals
eISSN - 2204-3136
pISSN - 1833-3818
DOI - 10.24083/apjhm.v16i3.295
Subject(s) - context (archaeology) , significant difference , sample (material) , psychology , advertising , business , marketing , medicine , geography , chemistry , archaeology , chromatography
The study attempts to identify factors of dissatisfaction that significantly influence customers to give low rating to the hospital on online platforms, based on the context of India. The study conducts a qualitative analysis of a sample of 669 reviews given to private for-profit hospitals on online platform. Through textual analysis of the reviews, five distinct factors of dissatisfaction were identified. Each factors were statistically tested to identify those that were significantly present in reviews that gave low rating to the hospital. Three out of five factors, inferior medical care, inappropriate behaviour of staff and profiteering attitude, were found to be significant. Within these three factors no significant difference was found in their strength of association with the low online rating.