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Predictors of Complain Behaviour among Mobile Telecommunication Network Consumers

Author

Listed:
  • Anyanwu Hilary Chinedu
  • Sharifah Azizah Haron
  • Syuhaily Osman

Abstract

This research paper sought to empirically determine the predictors of consumer complain behaviour. High prevalence of anomalies with mobile telecommunication network services without a lasting solution emphasized the significance of the present study. Hawkins, Best, & Coney (2004) consumer complain behavioural framework was used as the study¡¯s theoretical background. It was a quantitative study which employed a cross-sectional survey. A total of 385 respondents within Festac town in Nigeria were selected stratifiedly for the study. Descriptive analysis showed that 64.9% of the respondents are passive while 35.1% are active complainers. Regression analyses revealed that six demographic variables explained 4.9% variance on complain behaviour while dissatisfaction explained additional 10% variance on complain behaviour. It further indicated that three control measures were significant, with dissatisfaction (¦Â=-.33, p

Suggested Citation

  • Anyanwu Hilary Chinedu & Sharifah Azizah Haron & Syuhaily Osman, 2017. "Predictors of Complain Behaviour among Mobile Telecommunication Network Consumers," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(1), pages 119-128, February.
    • Handle: RePEc:ibn:ijmsjn:v:9:y:2017:i:1:p:119-128
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    Cited by:

    1. Anyanwu Hilary Chinedu & Sharifah Azizah Haron & Syuhaily Osman & Hilary Faith Hayatu, 2021. "Dissatisfaction and Profile of Dissatisfied Consumers: A Case Study of Mobile Telecommunication Network Consumers in Nigeria," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(5), pages 155-155, July.

    More about this item

    Keywords

    consumer complain behaviour; mobile telecommunication network; MTN consumers; dissatisfaction;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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