Browsing by Author "UMA UKWU UDUMA"

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    COMPLAINT MANAGEMENT, PERCEIVED JUSTICE AND PATIENTS’ BEHAVIOURAL INTENTIONS IN TERTIARY HEALTHCARE INSTITUTIONS IN SOUTHWESTERN NIGERIA
    (2019) UMA UKWU UDUMA
    The study assessed the complaint management process adopted by Tertiary Healthcare Institutions; examined the influence of complaint management on patients’ behavioural intentions and evaluated the effects of perceived justice on patients’ behavioural intentions. Lastly, it determined the effect of satisfaction with the recovery efforts on patients’ behavioural intentions. These were with a view to providing information on patients’ perceived justice from complaint management and the possible effects on patients’ behavioural intentions in Tertiary Healthcare Institutions in Southwestern Nigeria. The research design adopted was descriptive and cross-sectional in nature. The study used both primary and secondary data. The population of the study comprised 10000 registered patients in selected Tertiary Healthcare Institutions in Southwestern Nigeria. A sample of 400 patients were purposively selected from five Tertiary Healthcare Institutions in Southwestern Nigeria. Sample selection was based on patients with medical history of regular visit for a period of not less than one year. Data on complaint management system, perceived justice, patients’ satisfaction, and patients’ behavioural intentions, were obtained through the administration of questionnaire and interview. Information on complaint management procedure and policies were sourced from the annual report and publications of Healthcare Institutions. The data were analyzed through the use of percentages, mean, ordinary test square regression analysis, and Pearson correlation coefficient technique.