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Development of consumer complaints regimes in Malaysia and Japan


Morinaga, Daisaku and Mat Said, Aini (2012) Development of consumer complaints regimes in Malaysia and Japan. In: Seminar Kebangsaan MACFEA ke 16 'Kelestarian dan Kualiti Hidup', 10-11 Jul. 2012, Palm Garden Hotel Putrajaya, Malaysia. (pp. 221-230).


The number of consumer complaints is expected to increase in concert with the rising awareness of consumer rights and accessibility to consumer complaint bureaus. A review of consumer complaint reports published by various consumer complaint agencies in Malaysia and Japan was carried out to gauge the trend in consumer complaints behaviour. Data indicates that the number of complaints is on the increase and that service failures outweighed product quality grievances for both Japan and Malaysia. The Malaysian consumers used multiple channels to lodge their complaints but internet is fast becoming the dominant mode. Dispute resolution systems in both countries are compared and discussed. Ways of enhancing consumer complaint management system is proposed as consumers are presently overwhelmed with both extensive range of product choices and widening gaps in the quality.

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Additional Metadata

Item Type: Conference or Workshop Item (Paper)
Divisions: Faculty of Human Ecology
Publisher: Persatuan Ekonomi Pengguna dan Keluarga Malaysia (MACFEA)
Keywords: Consumer; Consumer complaints; Product safety; Tribunal
Depositing User: Nabilah Mustapa
Date Deposited: 05 Feb 2020 09:05
Last Modified: 05 Feb 2020 09:05
URI: http://psasir.upm.edu.my/id/eprint/76759
Statistic Details: View Download Statistic

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