Association of Intrinsic and Extrinsic Factors on Hearing Aid Servicing, Repair and Users’ Satisfaction During COVID-19 Pandemic

Abstract

Purpose: Hearing aids (HAs) are electronic devices that provide amplification for individuals with hearing impairment. It requires good maintenance for its trouble-free function, but when HAs are not repaired or serviced on time, it affects communication. In the lockdown period during COVID-19 pandemic, many services were put on hold, including the HA service leading to poor user satisfaction. The study aimed to survey the HA user’s perspectives on its repair, servicing, and satisfaction during COVID-19 using a questionnaire.Methods: Sixty-seven participants reported to the organization during the COVID-19 pandemic for service and repair of HAs participated in the study. All the participants answered a questionnaire which consisted of different variables (extrinsic and intrinsic) affecting HA service, repair and satisfaction.Results: The chi-square test showed that extrinsic factors enjoyed relatively more (14) significant associations than intrinsic ones (8 associations). The lack of transport and non-availability of the HA centres were associated with the significant reason for the delay in the HA being brought for repair.Conclusions: The lockdown due to the COVID-19 pandemic had affected the service, repair and satisfaction of the HA users. The associations among the variables would make the service delivery better during any such pandemics.