A study on customers complaining behaviour at Moccis Trading Sdn Bhd, Kota Kinabalu / Aidah Lucas

Lucas, Aidah (2006) A study on customers complaining behaviour at Moccis Trading Sdn Bhd, Kota Kinabalu / Aidah Lucas. [Student Project] (Submitted)

Abstract

This research is a study on customers' complaining behaviour at Moccis Trading Sdn Bhd, Kota Kinabalu. It is conducted primarily to investigate the influence of customers' complaining behaviour at Moccis Trading Sdn Bhd, Kota Kinabalu and to examine the relationship between complaining behaviour and complaint responses. Basically, what has been achieved in this research shows that there were statistically positive relationships between attitude of complaining with complaint responses namely exit, third party complaints, direct and indirect voice complaints. There were also statistically positive relationships between external attribution with exit, third party complaints, indirect voice and negative word-of-mouth.

Metadata

Item Type:	Student Project
Creators:	Creators Email / ID Num. Lucas, Aidah UNSPECIFIED
Contributors:	Contribution Name Email / ID Num. Advisor Abdul Rahman, Prof. Madya Dr Hilmi UNSPECIFIED
Subjects:	H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling H Social Sciences > HF Commerce > Customer services. Customer relations > Consumer complaints. Complaint letters
Divisions:	Universiti Teknologi MARA, Sabah > Kota Kinabalu Campus > Faculty of Business and Management
Programme:	Bachelor of Business Administration (Hons) Marketing
Keywords:	Customers complaining; Service; Customers behaviour
Date:	2006
URI:	https://ir.uitm.edu.my/id/eprint/101902