The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling
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 nu...
| Main Authors: | , , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
2016
|
| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/20291/1/IRMM%206%20S7%202016%20209%20213.pdf |
| _version_ | 1803627872572669952 |
|---|---|
| author | A. Rahman, Mohd Khirzanbadzli Haron, Sharifah Azizah Paim, Laily Osman, Syuhaily Yunus, Noorlaila Wee, Hassnah |
| author_facet | A. Rahman, Mohd Khirzanbadzli Haron, Sharifah Azizah Paim, Laily Osman, Syuhaily Yunus, Noorlaila Wee, Hassnah |
| author_sort | A. Rahman, Mohd Khirzanbadzli |
| collection | UUM |
| description | 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 and public complaint extreme action 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 goodness-of-fit, average variance extracted, construct reliability and convergent validity confirmed the measurement model prior proceeding to structural model. The structural model revealed
mixed results that provide indication of consumer SATCOM specifically in the mobile phone service industry |
| first_indexed | 2024-07-04T06:12:58Z |
| format | Article |
| id | uum-20291 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:12:58Z |
| publishDate | 2016 |
| record_format | dspace |
| spelling | uum-202912016-12-07T08:33:11Z https://repo.uum.edu.my/id/eprint/20291/ The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling A. Rahman, Mohd Khirzanbadzli Haron, Sharifah Azizah Paim, Laily Osman, Syuhaily Yunus, Noorlaila Wee, Hassnah HD28 Management. Industrial Management 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 and public complaint extreme action 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 goodness-of-fit, average variance extracted, construct reliability and convergent validity confirmed the measurement model prior proceeding to structural model. The structural model revealed mixed results that provide indication of consumer SATCOM specifically in the mobile phone service industry 2016 Article PeerReviewed application/pdf en cc4_by https://repo.uum.edu.my/id/eprint/20291/1/IRMM%206%20S7%202016%20209%20213.pdf A. Rahman, Mohd Khirzanbadzli and Haron, Sharifah Azizah and Paim, Laily and Osman, Syuhaily and Yunus, Noorlaila and Wee, Hassnah (2016) The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling. International Review of Management and Marketing, 6 (S7). pp. 209-213. ISSN 2146-4405 https://www.econjournals.com/index.php/irmm/article/view/3255 |
| spellingShingle | HD28 Management. Industrial Management A. Rahman, Mohd Khirzanbadzli Haron, Sharifah Azizah Paim, Laily Osman, Syuhaily Yunus, Noorlaila Wee, Hassnah The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| title | The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| title_full | The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| title_fullStr | The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| title_full_unstemmed | The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| title_short | The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| title_sort | effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| topic | HD28 Management. Industrial Management |
| url | https://repo.uum.edu.my/id/eprint/20291/1/IRMM%206%20S7%202016%20209%20213.pdf |
| work_keys_str_mv | AT arahmanmohdkhirzanbadzli theeffectofsoftandextremeactioninpubliccomplaintbehavioronsatisfactionwithcomplainthandling AT haronsharifahazizah theeffectofsoftandextremeactioninpubliccomplaintbehavioronsatisfactionwithcomplainthandling AT paimlaily theeffectofsoftandextremeactioninpubliccomplaintbehavioronsatisfactionwithcomplainthandling AT osmansyuhaily theeffectofsoftandextremeactioninpubliccomplaintbehavioronsatisfactionwithcomplainthandling AT yunusnoorlaila theeffectofsoftandextremeactioninpubliccomplaintbehavioronsatisfactionwithcomplainthandling AT weehassnah theeffectofsoftandextremeactioninpubliccomplaintbehavioronsatisfactionwithcomplainthandling AT arahmanmohdkhirzanbadzli effectofsoftandextremeactioninpubliccomplaintbehavioronsatisfactionwithcomplainthandling AT haronsharifahazizah effectofsoftandextremeactioninpubliccomplaintbehavioronsatisfactionwithcomplainthandling AT paimlaily effectofsoftandextremeactioninpubliccomplaintbehavioronsatisfactionwithcomplainthandling AT osmansyuhaily effectofsoftandextremeactioninpubliccomplaintbehavioronsatisfactionwithcomplainthandling AT yunusnoorlaila effectofsoftandextremeactioninpubliccomplaintbehavioronsatisfactionwithcomplainthandling AT weehassnah effectofsoftandextremeactioninpubliccomplaintbehavioronsatisfactionwithcomplainthandling |