The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction with Complaint Handling

Volume: 6 Number: 7 August 1, 2016
  • Mohd. Khirzanbadzli A. Rahman
  • Sharifah Azizah Haron
  • Laily Paim
  • Syuhaily Osman
  • Noorlaila Yunus
  • Hassnah Wee
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International Review of Management and Marketing
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The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction with Complaint Handling

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 (PCSA) and public complaint extreme action (PCEA) 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 GOF, AVE, CR and convergent validity confirmed the measurement model prior proceeding to structural model. The structural model revealed mixed results that provide indication of consumer satisfaction with complaint handling specifically in the mobile phone service industry.

Keywords

Details

Primary Language

English

Subjects

-

Journal Section

-

Authors

Mohd. Khirzanbadzli A. Rahman This is me

Sharifah Azizah Haron This is me

Laily Paim This is me

Syuhaily Osman This is me

Noorlaila Yunus This is me

Hassnah Wee This is me

Publication Date

August 1, 2016

Submission Date

August 1, 2016

Acceptance Date

-

Published in Issue

Year 2016 Volume: 6 Number: 7

IZ

https://izlik.org/JA76BS69YJ

Cite

RIS / Bibtex
APA
Rahman, M. K. A., Haron, S. A., Paim, L., Osman, S., Yunus, N., & Wee, H. (2016). The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction with Complaint Handling. International Review of Management and Marketing, 6(7), 209-213. https://izlik.org/JA76BS69YJ
AMA
1.Rahman MKA, Haron SA, Paim L, Osman S, Yunus N, Wee H. The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction with Complaint Handling. IRMM. 2016;6(7):209-213. https://izlik.org/JA76BS69YJ
Chicago
Rahman, Mohd. Khirzanbadzli A., Sharifah Azizah Haron, Laily Paim, Syuhaily Osman, Noorlaila Yunus, and Hassnah Wee. 2016. “The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction With Complaint Handling”. International Review of Management and Marketing 6 (7): 209-13. https://izlik.org/JA76BS69YJ.
EndNote
Rahman MKA, Haron SA, Paim L, Osman S, Yunus N, Wee H (August 1, 2016) The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction with Complaint Handling. International Review of Management and Marketing 6 7 209–213.
IEEE
[1]M. K. A. Rahman, S. A. Haron, L. Paim, S. Osman, N. Yunus, and H. Wee, “The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction with Complaint Handling”, IRMM, vol. 6, no. 7, pp. 209–213, Aug. 2016, [Online]. Available: https://izlik.org/JA76BS69YJ
ISNAD
Rahman, Mohd. Khirzanbadzli A. - Haron, Sharifah Azizah - Paim, Laily - Osman, Syuhaily - Yunus, Noorlaila - Wee, Hassnah. “The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction With Complaint Handling”. International Review of Management and Marketing 6/7 (August 1, 2016): 209-213. https://izlik.org/JA76BS69YJ.
JAMA
1.Rahman MKA, Haron SA, Paim L, Osman S, Yunus N, Wee H. The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction with Complaint Handling. IRMM. 2016;6:209–213.
MLA
Rahman, Mohd. Khirzanbadzli A., et al. “The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction With Complaint Handling”. International Review of Management and Marketing, vol. 6, no. 7, Aug. 2016, pp. 209-13, https://izlik.org/JA76BS69YJ.
Vancouver
1.Mohd. Khirzanbadzli A. Rahman, Sharifah Azizah Haron, Laily Paim, Syuhaily Osman, Noorlaila Yunus, Hassnah Wee. The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction with Complaint Handling. IRMM [Internet]. 2016 Aug. 1;6(7):209-13. Available from: https://izlik.org/JA76BS69YJ