Predictors of Complain Behaviour among Mobile Telecommunication Network Consumers

Anyanwu Hilary Chinedu, Sharifah Azizah Haron and Syuhaily Osman

International Journal of Marketing Studies, 2017, vol. 9, issue 1, 119-128

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

Keywords: consumer complain behaviour; mobile telecommunication network; MTN consumers; dissatisfaction (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:ibn:ijmsjn:v:9:y:2017:i:1:p:119-128

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