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Yıl 2016, Cilt: 6 Sayı: 7, 209 - 213, 01.08.2016

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

Öz

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

Yıl 2016, Cilt: 6 Sayı: 7, 209 - 213, 01.08.2016

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

Öz

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.

Anahtar Kelimeler

Mobile phone services consumer complaint behaviour public complaint.

Toplam 0 adet kaynakça vardır.

Ayrıntılar

Diğer ID JA69VN48MR
Bölüm Araştırma Makalesi
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
Yayımlandığı Sayı Yıl 2016 Cilt: 6 Sayı: 7

Kaynak Göster

APA Rahman, M. K. A., Haron, S. A., Paim, L., Osman, S., vd. (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. Ağustos 2016;6(7):209-213.
Chicago Rahman, Mohd. Khirzanbadzli A., Sharifah Azizah Haron, Laily Paim, Syuhaily Osman, Noorlaila Yunus, ve 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, sy. 7 (Ağustos 2016): 209-13.
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 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, 2016.
ISNAD 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 6/7 (Ağustos 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. 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, 2016, ss. 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.