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Year 2016, Volume: 6 Issue: 7, 209 - 213, 01.08.2016

Mohd. Khirzanbadzli A. Rahman Sharifah Azizah Haron Laily Paim Syuhaily Osman Noorlaila Yunus Hassnah Wee

Abstract

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

Year 2016, Volume: 6 Issue: 7, 209 - 213, 01.08.2016

Mohd. Khirzanbadzli A. Rahman Sharifah Azizah Haron Laily Paim Syuhaily Osman Noorlaila Yunus Hassnah Wee

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

Mobile phone services consumer complaint behaviour public complaint.

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Details

Other ID JA69VN48MR
Journal Section Research Article
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
Published in Issue Year 2016 Volume: 6 Issue: 7

Cite

APA Rahman, M. K. A., Haron, S. A., Paim, L., Osman, S., et al. (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.
AMA 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. August 2016;6(7):209-213.
Chicago Rahman, Mohd. Khirzanbadzli A., Sharifah Azizah Haron, Laily Paim, Syuhaily Osman, Noorlaila Yunus, and Hassnah Wee. “The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction With Complaint Handling”. International Review of Management and Marketing 6, no. 7 (August 2016): 209-13.
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 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, 2016.
ISNAD 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 6/7 (August 2016), 209-213.
JAMA 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, 2016, pp. 209-13.
Vancouver 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):209-13.