Investigating the Relationship between Knowledge and Complaint Behaviour among Motor Vehicle Repairs Consumers in Shah Alam, Malaysia
Journal Title: GATR Global Journal of Business & Social Science Review - Year 2014, Vol 2, Issue 2
Abstract
This study aims to determine the relationship between consumer's knowledge and consumer complaint behaviour. Methodology/Technique – Data were collected using self-administered questionnaire among 400 respondents who sent their cars for servicing at eight selected service centres representing four top car brands sold in the country for the year 2011. Only those who had experienced a service failure within the past twelve months with the respective service centre were selected as respondents. Findings –It was found that, 60.8 per cent of the respondents were female with an average of 28.5 years old and the majority of the respondents had tertiary education level. The result indicates, that there is a positive significant relationship between consumer's knowledge and complaint behaviour. Novelty – Studies on consumer complaint behaviour that have been conducted in Malaysia are relatively few especially concerning on complaint behaviour in motor vehicle repair and service industry.
Authors and Affiliations
Azmi Mat, Zarina Abdul Munir, Nur Liana Kori
Keywords
Related Articles
- EP ID EP185565
- DOI -
- Views 138
- Downloads 0
Issues and Challenges of Social Media Adoption by Tourism SMEs
Objective - Purpose of this study is to compile a literature review on the issues and challenges of social media adoption by tourism SMEs. The empirical part of this study consists of review from existing literature rela...
Integrated Sectoral Planning Through The Region Industrial Agglomeration Mapping That Promote Agricultural Sector In Semarang Regency
Objective - The objective of this study is industry mapping through the production factor identification that used. The mapping results will be used as a justification for preparing to the sectors planning in Semarang Re...
Impact of Work Life Balance on Job Satisfaction: A Study on Indian Women Journalists
Objective - The main aim of the present study is to find the effects of work life balance of the women journalists of south Tamil Nadu on their level of job satisfaction. Methodology/Technique - The data were collected...
The Relationship between Transformational Leadership Characteristic, Organizational Commitment, and Job Performance of the Employees of Four State-Owned Banks in Pontianak, West Kalimantan
Objective - The main objectives of this study is to examine the relationship between transformational leadership characteristic (i.e., idealized influence, inspirational motivation, intellectual stimulation, and individu...
The Determinants of Poverty: Case of Indonesia
Objective – The objectives of the study were to analyze the general picture of poverty, and determinants of poverty in Indonesia. Understanding poverty characteristic is a main point for designing an effective poverty re...