Exploring students’ complaints behaviour for telecommunication industry in Malaysia / Syahmi Harudin, Siti Daleela Mohd Wahid and Nor Khasimah Aliman

Mohd Wahid, Siti Daleela and Aliman, Nor Khasimah and Harudin, Syahmi (2013) Exploring students’ complaints behaviour for telecommunication industry in Malaysia / Syahmi Harudin, Siti Daleela Mohd Wahid and Nor Khasimah Aliman. Business & Management Quaterly Review, 4 (3&4). pp. 1-7. ISSN 2180-2777

Abstract

The purpose of this study was to ascertain the relationship between students’ complaint behaviour and defection in Malaysian telecommunication industry. Self administered questionnaires were used to collect data. A total of 366 university students from 18 Malaysian public higher learning instituition were recruited to participate in this study. The regression analysis were employed to explore the relationship between the two variables. The study demonstrated that there is a strong positive linear relationship between students’ complaint behavior and defection.The study also found that the influence of private complaint on the defection is much stronger than public complaint which corroborates with the previous study.

Download

Full text not available from this repository.

Metadata

Item Type: Article
Creators:
CreatorsID Num.
Mohd Wahid, Siti DaleelaUNSPECIFIED
Aliman, Nor KhasimahUNSPECIFIED
Harudin, SyahmiUNSPECIFIED
Subjects: H Social Sciences > HE Transportation and Communications > Telecommunication industry. Telegraph
Divisions: Faculty of Business and Management
Journal or Publication Title: Business & Management Quaterly Review
ISSN: 2180-2777
Volume: 4
Number: 3&4
Page Range: pp. 1-7
Item ID: 8740
Uncontrolled Keywords: Telecommunication, complaint behaviour, defection, Malaysia
URI: http://ir.uitm.edu.my/id/eprint/8740

Actions (login required)

View Item View Item