Unpleasant market experience and consumer complaint behavior
The 33% increase in number of complaints received by the National Consumer Complaint Centre (NCCC) in 2007 compared to previous year can mean two things: i) consumer are aware more of their rights or ii) the suppliers of goods and services perform worse in 2007. Unsatisfied consumer in either pre- o...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Canadian Center of Science and Education
2010
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| Online Access: | http://psasir.upm.edu.my/id/eprint/17524/1/17524.pdf |
| _version_ | 1825946027291574272 |
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| author | Mahmud Mahayudin, Nurzatul Hakimah Haron, Sharifah Azizah Chan, Benjamin Yin Fah |
| author_facet | Mahmud Mahayudin, Nurzatul Hakimah Haron, Sharifah Azizah Chan, Benjamin Yin Fah |
| author_sort | Mahmud Mahayudin, Nurzatul Hakimah |
| collection | UPM |
| description | The 33% increase in number of complaints received by the National Consumer Complaint Centre (NCCC) in 2007 compared to previous year can mean two things: i) consumer are aware more of their rights or ii) the suppliers of goods and services perform worse in 2007. Unsatisfied consumer in either pre- or post consumption, complaint because of the unpleasant experiences in the consumption process or that the product perform below their expectation. The survey which utilized stratified random sampling with 61.7% of response rate was recorded. The objectives of the study are to analyze unpleasant experiences and complaint behavior among consumer. Findings indicated that respondents who are female, living in rural area and has higher level of assertiveness were more likely to encounter unpleasant experiences in marketplace. Further analysis indicated
that, unpleasant experiences were mainly influenced by assertiveness rather than socio-demographics background or consumer knowledge. |
| first_indexed | 2024-03-06T07:40:41Z |
| format | Article |
| id | upm.eprints-17524 |
| institution | Universiti Putra Malaysia |
| language | English |
| last_indexed | 2024-03-06T07:40:41Z |
| publishDate | 2010 |
| publisher | Canadian Center of Science and Education |
| record_format | dspace |
| spelling | upm.eprints-175242017-10-23T05:37:19Z http://psasir.upm.edu.my/id/eprint/17524/ Unpleasant market experience and consumer complaint behavior Mahmud Mahayudin, Nurzatul Hakimah Haron, Sharifah Azizah Chan, Benjamin Yin Fah The 33% increase in number of complaints received by the National Consumer Complaint Centre (NCCC) in 2007 compared to previous year can mean two things: i) consumer are aware more of their rights or ii) the suppliers of goods and services perform worse in 2007. Unsatisfied consumer in either pre- or post consumption, complaint because of the unpleasant experiences in the consumption process or that the product perform below their expectation. The survey which utilized stratified random sampling with 61.7% of response rate was recorded. The objectives of the study are to analyze unpleasant experiences and complaint behavior among consumer. Findings indicated that respondents who are female, living in rural area and has higher level of assertiveness were more likely to encounter unpleasant experiences in marketplace. Further analysis indicated that, unpleasant experiences were mainly influenced by assertiveness rather than socio-demographics background or consumer knowledge. Canadian Center of Science and Education 2010 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/17524/1/17524.pdf Mahmud Mahayudin, Nurzatul Hakimah and Haron, Sharifah Azizah and Chan, Benjamin Yin Fah (2010) Unpleasant market experience and consumer complaint behavior. Asian Social Science, 6 (5). pp. 63-69. ISSN 1911-2017; ESSN: 1911-2025 http://www.ccsenet.org/journal/index.php/ass/article/view/4842 10.5539/ass.v6n5p63 |
| spellingShingle | Mahmud Mahayudin, Nurzatul Hakimah Haron, Sharifah Azizah Chan, Benjamin Yin Fah Unpleasant market experience and consumer complaint behavior |
| title | Unpleasant market experience and consumer complaint behavior |
| title_full | Unpleasant market experience and consumer complaint behavior |
| title_fullStr | Unpleasant market experience and consumer complaint behavior |
| title_full_unstemmed | Unpleasant market experience and consumer complaint behavior |
| title_short | Unpleasant market experience and consumer complaint behavior |
| title_sort | unpleasant market experience and consumer complaint behavior |
| url | http://psasir.upm.edu.my/id/eprint/17524/1/17524.pdf |
| work_keys_str_mv | AT mahmudmahayudinnurzatulhakimah unpleasantmarketexperienceandconsumercomplaintbehavior AT haronsharifahazizah unpleasantmarketexperienceandconsumercomplaintbehavior AT chanbenjaminyinfah unpleasantmarketexperienceandconsumercomplaintbehavior |