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Inquisitions into the complain and the non-complain customers: the Malaysian customers’ insight

Md. Zain, Osman (2011) Inquisitions into the complain and the non-complain customers: the Malaysian customers’ insight. International Journal of Business and Social Science, 2 (15). pp. 88-98. ISSN 2219-1933 (P), 2219-6021 (O)

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This is an inquisition study on the behaviours of Malaysian customers who complain and those who do not. Data was acquired from 214 mature working students from two Universities using two approaches. The first approach was an email-based approach that resulted in 83 returned questionnaires which accounts to 27.7 percent rate of return. The second was a self-administered approach which took place in classrooms whereby the respondents were selected randomly based on their seating. This approach resulted in 131 returned questionnaires with a 65.5 percent rate of return. The study attempts to uncover the nature of complainers and non-complainers in Malaysia and compare them with past studies from the West. The results of this study indicate that non-complain customers do exist here, and they are significantly different from those who used to complain. The complainers, as similar to that from the western studies, are more extroverted in nature as compared to the non-complainers. The findings suggest that non-complain customers from this part of the market are socially anxious, exhibit low self-efficacy, and high self-monitoring towards complaining. This paper enhanced knowledge on post-purchase perspectives from the Non-Western world represented by one of the Asian markets. The Asians, though multi-races, shared a unique culture among them that is close-knit family relationships which can either be detrimental or beneficial for marketers. The implication of this study to managers is the importance of devising a customer friendly procedure to complaining, and the importance of managing customer relationships

Item Type: Article (Journal)
Additional Information: 5757/3118
Uncontrolled Keywords: Post-purchase Behaviour, Non-complain Customer, Satisfaction and Dissatisfaction Behaviour
Subjects: H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User: Dr Osman Zain
Date Deposited: 27 Sep 2011 15:13
Last Modified: 02 Jul 2013 11:20
URI: http://irep.iium.edu.my/id/eprint/3118

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