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Determinants of Customer Complain intentions: A Study from Pakistan

Author

Listed:
  • Muhammad Rizwan
  • Muhammad Behzad
  • Muhammad Ali
  • Muhammad Waqas Khan
  • Moladad Khan

Abstract

Purpose-?? Objective of this study was to explore the impacts of prior experience and perceived controllability on attitude toward complains and loyalty, politeness, likelihood of success, and level of dissatisfaction on complain intention of Daewoo customer.Scheme/method/style- Specially designed questionnaire was used for collection of data through convenience sampling Figures were composed through questionnaire, using expediency sample of 200 users from Bahawalpur.Findings - Prior Experience and perceived controllability has a significant positive relationship with attitude toward complain. Attitude toward complain, politeness, loyalty, likelihood of success and Level of dissatisfaction keeps also significant positive relationship with tendency toward complain.Research boundaries/Consequences ¨C Other sectors of service and manufacturing businesses except Daewoo can be considered in future to study the complain intention of customers. Moreover researchers can also work on other transportation businesses to find out the????????? more determinants of complain intention of the customers.Practical presumptions¨C According to this study, model of complaining intention can successfully be applied to the users of Daewoo.Originality/value¨C numerous issues can be solved and steps can be taken for the betterment of service by understanding the complain intentions of consumers. This research finally facilitates the Daewoo management to satisfy their customers.

Suggested Citation

  • Muhammad Rizwan & Muhammad Behzad & Muhammad Ali & Muhammad Waqas Khan & Moladad Khan, 2013. "Determinants of Customer Complain intentions: A Study from Pakistan," International Journal of Learning and Development, Macrothink Institute, vol. 3(6), pages 88-105, December.
    • Handle: RePEc:mth:ijld88:v:3:y:2013:i:6:p:88-105
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    References listed on IDEAS

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    1. Shannon W. Anderson & L. Scott Baggett & Sally K. Widener, 2009. "The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers," Manufacturing & Service Operations Management, INFORMS, vol. 11(1), pages 52-69, November.
    2. Muhammad Rizwan1 & Syed Hassan Ali & Sonia Akhter & Yasir Abbas & Anila Kanwal & Shoaib Iqbal & Waqas Aziz, 2013. "Determinants Affecting Consumer Complaining Behavoir: A Study in a University Of Pakistan," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 3(2), pages 160-174, February.
    3. Mittal, Vikas & Huppertz, John W. & Khare, Adwait, 2008. "Customer complaining: The role of tie strength and information control," Journal of Retailing, Elsevier, vol. 84(2), pages 195-204.
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    Cited by:

    1. Saeed Badghish & Alaa Shagagi, 2023. "Factors Influencing Consumer Complaint Intentions: Saudi Online Shopping," International Journal of Business and Management, Canadian Center of Science and Education, vol. 18(4), pages 1-69, August.

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    JEL classification:

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

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