The National Mutual Health Insurance in Ghana. The Causes of Consumers Complaint

      Аннотация: This study examines the causes of complaint and means of solving them. In conducting this research, the study sought to identify nature of customer care in Ayawaso Mutual Health Insurance scheme. The study also sought to identify, the causes of complaints and means of solving them in the Ayawaso Mutual Health Insurance Scheme. A sample of 100 was selected consisting health insurance users and staffs of the scheme in the Ayawaso Mutual Health Insurance Scheme. Stratified sampling technique was used and by this, sample units were divided into strata base on respondent’s knowledge about customer complaints management and each stratum then sampled randomly.

Ключевые слова: Customer Complaint, Complaint management, customer loyalty, Customer Retention