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...

Full description

Saved in:
Bibliographic Details
Main Authors: A. Rahman, Mohd. Khirzan Badzli, Haron, Sharifah Azizah, Paim, Laily, Othman, Mumtazah, Osman, Syuhaily, Othman, Abdul Kadir
Format: Article
Published: Canadian Center of Science and Education 2015
Online Access:http://psasir.upm.edu.my/id/eprint/44173/
https://www.ccsenet.org/journal/index.php/ass/article/view/33748
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.upm.eprints.44173
record_format eprints
spelling my.upm.eprints.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
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
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.
format Article
author A. Rahman, Mohd. Khirzan Badzli
Haron, Sharifah Azizah
Paim, Laily
Othman, Mumtazah
Osman, Syuhaily
Othman, Abdul Kadir
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
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
title 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_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_sort construct validation of consumer complaint behavioral scale in the malaysian mobile phone services industry
publisher Canadian Center of Science and Education
publishDate 2015
url http://psasir.upm.edu.my/id/eprint/44173/
https://www.ccsenet.org/journal/index.php/ass/article/view/33748
_version_ 1787137178596278272
score 13.211869