Understanding the effect of TM customer service on handling consumer complaint behaviour

The purpose of this study is to understanding the effect of TM Customer Service on handling consumer complaint behaviour. It also will help the company to improve employee’s skill on handling customers. In this study, researcher used the primary data and secondary data as well to collect the related data. Researcher also used the convenience sampling where 57 of respondents are being chosen to answer the questionnaire. Once the necessary data has been collected, the data will be analyzed and summarized in a readable and easily interpretable form. The Statistical Package for Social Science (SPSS) version 11.0 has been used to summarize the data. The results are in the form of reliability testing, frequency and cross tabulation. Based on this research, the result indicates the factors which attitude toward complaining, perceived value of complaining and perceived likelihood of successful complaint influence consumer complaint behaviour. Based on the mean and standard deviation for each factor, first rank that influencing consumer complaint behaviour about TM is perceived value of complaining. It is followed equally by attitude toward complaining and perceived likelihood of successful complaint. Other than that, this study also help the company to identify the element that they need to improve in order to create customer satisfaction and the recommendation that come from the researcher can be found in this project paper.