Listening Behaviour and Assertive Communications in Preventing Switching Intentions of Hospital Customers
Journal Title: International Journal of Social Science And Human Research - Year 2022, Vol 5, Issue 11
Abstract
Several studies have shown that listening behavior affects customer satisfaction, which in turn has a negative effect on switching intention. In addition, customer behavior intention is also influenced by assertive communications. Does this apply in the context of non-face-to-face communication, such as a hospital call center? The role of hospital call center officers is becoming increasingly important in the midst of the COVID-19 pandemic. Officers must answer community questions and provide the latest information. Several studies have not seen the effect of listening behavior and assertive communication on call center officers. Using quantitative methods, the research population was hospital patients in Indonesia who contacted the call center at least once in the last 6 months. Primary data was collected using a questionnaire in Google Docs format that was sent directly via e-mail and Instagram direct messages to respondents. This online survey technique is carried out in a web-based selfadministered manner. After testing the validity and reliability, the results of this study prove that listening behavior and assertive communication affect switching intention. In addition, corporate reputation is also proven to moderate the influence of listening behavior and assertive communication on switching intention.
Authors and Affiliations
Kussusanti Kussusanti,2Imsar Gunawan,3Juan Turpyn
Keywords
Related Articles
- EP ID EP712067
- DOI 10.47191/ijsshr/v5-i11-30
- Views 74
- Downloads 0
Law Enforcement against Children as Perpetrators of the Crime of Sexual Abuse in the Study of Human Rights
Law enforcement against children as perpetrators of sexual abuse is a complex problem, especially in the study of human rights. This paper aims to discuss the efforts to balance between law enforcement and human rights p...
Some Vietnamese National Traditions Must be Taught to Establish and Develop Students’ Personalities in the Current Context of Globalization
Globalization is an inevitable and objective trend in all countries worldwide, including Vietnam. It creates a strong development of production forces, science and technology, and the knowledge economy. In addition, it m...
Effect of Professional Attitude and Welfare on Job Satisfaction and Performance of Early Childhood Education Teachers in Paringin District, Balangan Regency
This study aims to determine and analyze the effect of professional attitudes and welfare on teacher satisfaction and performance. This research was a correlational quantitative approach research. The study population wa...
Character Education Implementation in Disciplinary Values and Social Care in Early Children: A Multi Site Study at Mawar and Sejahtera Mandiri Kindergartens in Gambut
The purpose of this study is to describe, analyze, and determine the implementation of character education on the values of discipline and social care in early childhood, as well as to provide insight, knowledge, and new...
Employment Training in Employee Performance Improvement: SLR
Training is a concept in human resource management that includes tasks with clear instructions intended to enhance abilities. This study is aimed at finding out the impact of job training on improving employee performanc...