An exploratory study of service quality effectiveness on intention to complain among mobile phone users in Kuching
This study aims to investigate the relationship between customer service effectiveness and complaint behavior. This study focuses on users of mobile telecommunication services through a questionnaire survey in Kuching. 224 respondents participated in this study. Methodologies employed are descrip...
| Main Author: | |
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| Format: | Final Year Project Report / IMRAD |
| Language: | English English |
| Published: |
Universiti Malaysia Sarawak, (UNIMAS)
2011
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| Subjects: | |
| Online Access: | http://ir.unimas.my/id/eprint/6401/ http://ir.unimas.my/id/eprint/6401/1/AN%20EXPLORATORY%20STUDY%20OF%20SERVICE%20QUALITY%20EFFECTIVENESS%20ON%20INTENTION%20TO%20COMPLAIN%20AMONG%20MOBILE%20PHONE%20USERS%20IN%20KUCHING%2824%20pgs%29..pdf http://ir.unimas.my/id/eprint/6401/8/Tan%20Mei%20Fong.pdf |
| _version_ | 1848835909242322944 |
|---|---|
| author | Tan, Mei Fong |
| author_facet | Tan, Mei Fong |
| author_sort | Tan, Mei Fong |
| building | UNIMAS Institutional Repository |
| collection | Online Access |
| description | This study aims to investigate the relationship between customer service
effectiveness and complaint behavior. This study focuses on users of mobile
telecommunication services through a questionnaire survey in Kuching. 224 respondents
participated in this study. Methodologies employed are descriptive, exploratory factor
analysis, Pearson correlation and multiple regression analysis. The findings of this study
show that complaint behavior is significantly influenced by reliability as paramount in
service quality effectiveness. The findings of this study also shown control variables such
as gender and monthly income have significant relationship with complaint behavior.
Theoretically, this study contributes to the existing literature by providing insights on the
relationship between service effectiveness and complaint behavior in the mobile
telecommunication industry. For managers, findings of this study provide better
understanding and a further insight on service quality effectiveness in influencing
consumers’ complaint behavior. Limitations of this study include methodology employed
and sample size. Recommendations for future study suggest extending to investigate other
service industries, investigate other factors that could affect customer complaint behavior,
conduct a nation-wide study and adopt a larger sample size. |
| first_indexed | 2025-11-15T06:15:21Z |
| format | Final Year Project Report / IMRAD |
| id | unimas-6401 |
| institution | Universiti Malaysia Sarawak |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-15T06:15:21Z |
| publishDate | 2011 |
| publisher | Universiti Malaysia Sarawak, (UNIMAS) |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | unimas-64012024-05-02T08:54:37Z http://ir.unimas.my/id/eprint/6401/ An exploratory study of service quality effectiveness on intention to complain among mobile phone users in Kuching Tan, Mei Fong HB Economic Theory HM Sociology This study aims to investigate the relationship between customer service effectiveness and complaint behavior. This study focuses on users of mobile telecommunication services through a questionnaire survey in Kuching. 224 respondents participated in this study. Methodologies employed are descriptive, exploratory factor analysis, Pearson correlation and multiple regression analysis. The findings of this study show that complaint behavior is significantly influenced by reliability as paramount in service quality effectiveness. The findings of this study also shown control variables such as gender and monthly income have significant relationship with complaint behavior. Theoretically, this study contributes to the existing literature by providing insights on the relationship between service effectiveness and complaint behavior in the mobile telecommunication industry. For managers, findings of this study provide better understanding and a further insight on service quality effectiveness in influencing consumers’ complaint behavior. Limitations of this study include methodology employed and sample size. Recommendations for future study suggest extending to investigate other service industries, investigate other factors that could affect customer complaint behavior, conduct a nation-wide study and adopt a larger sample size. Universiti Malaysia Sarawak, (UNIMAS) 2011 Final Year Project Report / IMRAD NonPeerReviewed text en http://ir.unimas.my/id/eprint/6401/1/AN%20EXPLORATORY%20STUDY%20OF%20SERVICE%20QUALITY%20EFFECTIVENESS%20ON%20INTENTION%20TO%20COMPLAIN%20AMONG%20MOBILE%20PHONE%20USERS%20IN%20KUCHING%2824%20pgs%29..pdf text en http://ir.unimas.my/id/eprint/6401/8/Tan%20Mei%20Fong.pdf Tan, Mei Fong (2011) An exploratory study of service quality effectiveness on intention to complain among mobile phone users in Kuching. [Final Year Project Report / IMRAD] (Unpublished) |
| spellingShingle | HB Economic Theory HM Sociology Tan, Mei Fong An exploratory study of service quality effectiveness on intention to complain among mobile phone users in Kuching |
| title | An exploratory study of service quality effectiveness on intention to complain among mobile phone users in Kuching |
| title_full | An exploratory study of service quality effectiveness on intention to complain among mobile phone users in Kuching |
| title_fullStr | An exploratory study of service quality effectiveness on intention to complain among mobile phone users in Kuching |
| title_full_unstemmed | An exploratory study of service quality effectiveness on intention to complain among mobile phone users in Kuching |
| title_short | An exploratory study of service quality effectiveness on intention to complain among mobile phone users in Kuching |
| title_sort | exploratory study of service quality effectiveness on intention to complain among mobile phone users in kuching |
| topic | HB Economic Theory HM Sociology |
| url | http://ir.unimas.my/id/eprint/6401/ http://ir.unimas.my/id/eprint/6401/1/AN%20EXPLORATORY%20STUDY%20OF%20SERVICE%20QUALITY%20EFFECTIVENESS%20ON%20INTENTION%20TO%20COMPLAIN%20AMONG%20MOBILE%20PHONE%20USERS%20IN%20KUCHING%2824%20pgs%29..pdf http://ir.unimas.my/id/eprint/6401/8/Tan%20Mei%20Fong.pdf |