Demographic characteristics of complainers and non-complainers: a study on Malaysian mobile phone services industry’s consumers

Citation

A. Rahman, Mohd. Khirzan Badzli and Haron, Sharifah Azizah and Paim, Laily and Osman, Syuhaily and Wee, Hassnah (2016) Demographic characteristics of complainers and non-complainers: a study on Malaysian mobile phone services industry’s consumers. Journal of Applied Environmental and Biological Sciences, 6 (6S). pp. 58-62. ISSN 2090-4215

Abstract

This study revealed the results of the demographic variables for complainer and non-complainer in mobile phone services industry. A total of 285 complainers and 230 non-complainers of mobile phone users in Selangor, Wilayah Persekutuan Kuala Lumpur and Putrajaya were selected as respondents by using mall-intercept approach. This descriptive study used frequency and percentage to show the results. The results were used in profiling the complainer and non-complainer. The mixed results showed that complainers were found using the post-paid plan, married, working in the public or private sector, and high monthly usage. Oher demographic variables such as gender, age, monthly income, ethnicity and financier for monthly bill payment the results were similar for both groups.

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Additional Metadata

Item Type:	Article
Divisions:	Faculty of Human Ecology
Keywords:	Consumer complaint behaviour; Complainer; Non-complainer
Depositing User:	Mohd Hafiz Che Mahasan
Date Deposited:	15 Sep 2017 09:49
Last Modified:	15 Sep 2017 09:49
URI:	http://psasir.upm.edu.my/id/eprint/55434
Statistic Details:	View Download Statistic

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