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The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling


Citation

A. Rahman, Mohd Khirzanbadzli and Haron, Sharifah Azizah and Paim, Laily and Osman, Syuhaily and Yunus, Noorlaila and Wee, Hassnah (2016) The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling. International Review of Management and Marketing, 6 (7). pp. 209-213. ISSN 2146-4405

Abstract

Malaysia is experiencing a tremendous increase in mobile phone services users. Service providers are providing various complaint channels as one of the ways to improve services. Although complaining provides significant impact to organizations as well as to complainers or consumers, ironically the number of public complaints is insignificant. Based on previous study, two actions in public complaint namely public complaint soft action and public complaint extreme action were used in this study as the exogenous variables and satisfaction with complaint handling (SATCOM) as the endogenous variable. A total of 285 complainers of mobile phone user were selected as respondents. The values for goodness-of-fit, average variance extracted, construct reliability and convergent validity confirmed the measurement model prior proceeding to structural model. The structural model revealed mixed results that provide indication of consumer SATCOM specifically in the mobile phone service industry.


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Additional Metadata

Item Type: Article
Divisions: Faculty of Human Ecology
Publisher: Econjournals
Keywords: Mobile phone services; Consumer complaint behavior; Public complaint
Depositing User: Ms. Nida Hidayati Ghazali
Date Deposited: 17 Nov 2017 10:16
Last Modified: 17 Nov 2017 10:16
URI: http://psasir.upm.edu.my/id/eprint/52985
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