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 (S7). pp. 209-213. ISSN 2146-4405

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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

Item Type:	Article
Additional Information:	Special Issue for "International Soft Science Conference (ISSC 2016), 11-13 April 2016, Universiti Utara Malaysia, Malaysia"
Uncontrolled Keywords:	Mobile Phone Services, Consumer Complaint Behavior, Public Complaint
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Business Management
Depositing User:	Mrs. Norazmilah Yaakub
Date Deposited:	07 Dec 2016 08:33
Last Modified:	07 Dec 2016 08:33
URI:	https://repo.uum.edu.my/id/eprint/20291

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