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

Cilt: 6 Sayı: 7 1 Ağustos 2016
  • Mohd. Khirzanbadzli A. Rahman
  • Sharifah Azizah Haron
  • Laily Paim
  • Syuhaily Osman
  • Noorlaila Yunus
  • Hassnah Wee
International Review of Management and Marketing Kapak
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

Ayrıntılar

Birincil Dil

İngilizce

Konular

-

Bölüm

-

Yazarlar

Mohd. Khirzanbadzli A. Rahman Bu kişi benim

Sharifah Azizah Haron Bu kişi benim

Laily Paim Bu kişi benim

Syuhaily Osman Bu kişi benim

Noorlaila Yunus Bu kişi benim

Hassnah Wee Bu kişi benim

Yayımlanma Tarihi

1 Ağustos 2016

Gönderilme Tarihi

1 Ağustos 2016

Kabul Tarihi

-

Yayımlandığı Sayı

Yıl 2016 Cilt: 6 Sayı: 7

IZ

https://izlik.org/JA76BS69YJ

Kaynak Göster

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, ve 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 (01 Ağustos 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, ve H. Wee, “The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction with Complaint Handling”, IRMM, c. 6, sy 7, ss. 209–213, Ağu. 2016, [çevrimiçi]. Erişim adresi: 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 (01 Ağustos 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., vd. “The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction with Complaint Handling”. International Review of Management and Marketing, c. 6, sy 7, Ağustos 2016, ss. 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]. 01 Ağustos 2016;6(7):209-13. Erişim adresi: https://izlik.org/JA76BS69YJ