Construct validation of consumer complaint behavioral scale in the Malaysian mobile phone services industry
Consumer Complaint Behavior (CCB) is a topic that is continuously being studied globally at various types of industries and from different perspectives. Nevertheless, CCB has varying definitions and different conceptualizations used among the researchers. Public Action, Private Action, No Action and...
| Main Authors: | , , , , , |
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| Format: | Article |
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Canadian Center of Science and Education
2015
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| Online Access: | http://psasir.upm.edu.my/id/eprint/44173/ |
| _version_ | 1848850408553840640 |
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| author | A. Rahman, Mohd. Khirzan Badzli Haron, Sharifah Azizah Paim, Laily Othman, Mumtazah Osman, Syuhaily Othman, Abdul Kadir |
| author_facet | A. Rahman, Mohd. Khirzan Badzli Haron, Sharifah Azizah Paim, Laily Othman, Mumtazah Osman, Syuhaily Othman, Abdul Kadir |
| author_sort | A. Rahman, Mohd. Khirzan Badzli |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Consumer Complaint Behavior (CCB) is a topic that is continuously being studied globally at various types of industries and from different perspectives. Nevertheless, CCB has varying definitions and different conceptualizations used among the researchers. Public Action, Private Action, No Action and Voice are among the underlying constructs that are frequently used by the researchers to represent CCB. This paper attempts to further clarify the possible and valid constructs of CCB based on the result of EFA and CFA for complainers and non-complainers. SPSS version 21 and AMOS version 21 were used to analyze the data and the results of Goodness of Fit, Average Variance Extracted have met the suggested threshold values. The study also revealed the existence of four factors of CCB for complainers and two factors for non-complainers. |
| first_indexed | 2025-11-15T10:05:49Z |
| format | Article |
| id | upm-44173 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-15T10:05:49Z |
| publishDate | 2015 |
| publisher | Canadian Center of Science and Education |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-441732023-12-25T08:45:52Z http://psasir.upm.edu.my/id/eprint/44173/ Construct validation of consumer complaint behavioral scale in the Malaysian mobile phone services industry A. Rahman, Mohd. Khirzan Badzli Haron, Sharifah Azizah Paim, Laily Othman, Mumtazah Osman, Syuhaily Othman, Abdul Kadir Consumer Complaint Behavior (CCB) is a topic that is continuously being studied globally at various types of industries and from different perspectives. Nevertheless, CCB has varying definitions and different conceptualizations used among the researchers. Public Action, Private Action, No Action and Voice are among the underlying constructs that are frequently used by the researchers to represent CCB. This paper attempts to further clarify the possible and valid constructs of CCB based on the result of EFA and CFA for complainers and non-complainers. SPSS version 21 and AMOS version 21 were used to analyze the data and the results of Goodness of Fit, Average Variance Extracted have met the suggested threshold values. The study also revealed the existence of four factors of CCB for complainers and two factors for non-complainers. Canadian Center of Science and Education 2015 Article PeerReviewed A. Rahman, Mohd. Khirzan Badzli and Haron, Sharifah Azizah and Paim, Laily and Othman, Mumtazah and Osman, Syuhaily and Othman, Abdul Kadir (2015) Construct validation of consumer complaint behavioral scale in the Malaysian mobile phone services industry. Asian Social Science, 11 (24). pp. 6-17. ISSN 1911-2017; ESSN: 1911-2025 https://www.ccsenet.org/journal/index.php/ass/article/view/33748 10.5539/ass.v11n24p6 |
| spellingShingle | A. Rahman, Mohd. Khirzan Badzli Haron, Sharifah Azizah Paim, Laily Othman, Mumtazah Osman, Syuhaily Othman, Abdul Kadir Construct validation of consumer complaint behavioral scale in the Malaysian mobile phone services industry |
| title | Construct validation of consumer complaint behavioral scale in the Malaysian mobile phone services industry |
| title_full | Construct validation of consumer complaint behavioral scale in the Malaysian mobile phone services industry |
| title_fullStr | Construct validation of consumer complaint behavioral scale in the Malaysian mobile phone services industry |
| title_full_unstemmed | Construct validation of consumer complaint behavioral scale in the Malaysian mobile phone services industry |
| title_short | Construct validation of consumer complaint behavioral scale in the Malaysian mobile phone services industry |
| title_sort | construct validation of consumer complaint behavioral scale in the malaysian mobile phone services industry |
| url | http://psasir.upm.edu.my/id/eprint/44173/ http://psasir.upm.edu.my/id/eprint/44173/ http://psasir.upm.edu.my/id/eprint/44173/ |