Consumer complaint behavior: factors that influence consumer in Baling district to complaint / Shahira Hussain

Hussain, Shahira (2017) Consumer complaint behavior: factors that influence consumer in Baling district to complaint / Shahira Hussain. [Student Project] (Unpublished)

Abstract

The study aims to research consumer complaint behavior. The main purpose of this study is to identify factors that influence consumer in Baling district to complaint. The consumer that come to KPDNKK Baling’s branch and consumer who lived at Baling district was choose to be the respondent of this research and about 120 respondent was answered the questionnaire given to them. After gathering the data that has been received from KPDNKK it shows that there are difference between the number of complaint that had been reported and the number of complaint that has been taken into the action by the enforcement. Thus this research want to identified the factor that influence them to complaint whether is it according their attitude towards complaint or their perceived value towards complaint. The researcher used convenience sampling in distributing method. In this study, quantitative method was used by the researcher using SPSS 20.0. Researcher used frequency, descriptive, reliability and Pearson correlation as tools used to analysis data to answer the research question and objective. The useful data and information in this research can also provide fellow researchers to explore customer complaint behavior in other industry.

Metadata

Item Type: Student Project
Creators:
Creators
Email / ID Num.
Hussain, Shahira
2014447004
Contributors:
Contribution
Name
Email / ID Num.
Advisor
Mohamed, Baderisang
UNSPECIFIED
Advisor
Abd Rahman, Nurul Hayani
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Customer services. Customer relations
H Social Sciences > HF Commerce > Customer services. Customer relations > Consumer complaints. Complaint letters
H Social Sciences > H Social Sciences (General) > Research > Statistical methods
Divisions: Universiti Teknologi MARA, Pulau Pinang > Permatang Pauh Campus > Faculty of Business and Management
Programme: Bachelor of Business Administration with Honours (Marketing)
Keywords: Customer, Complaint, Industry
Date: January 2017
URI: https://ir.uitm.edu.my/id/eprint/62315
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