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

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 acc...

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Main Author:	Md. Zain, Osman
Format:	Article
Language:	English
Published:	Centre for Promoting Ideas 2011
Subjects:	HF5001 Business. Business Administration
Online Access:	http://irep.iium.edu.my/3118/ http://irep.iium.edu.my/3118/ http://irep.iium.edu.my/3118/1/11.pdf

id	iium-3118
recordtype	eprints
spelling	iium-31182013-07-02T03:20:55Z http://irep.iium.edu.my/3118/ Inquisitions into the complain and the non-complain customers: the Malaysian customers’ insight Md. Zain, Osman HF5001 Business. Business Administration 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 Centre for Promoting Ideas 2011-08 Article PeerReviewed application/pdf en http://irep.iium.edu.my/3118/1/11.pdf 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) http://www.ijbssnet.com/
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF5001 Business. Business Administration
spellingShingle	HF5001 Business. Business Administration Md. Zain, Osman Inquisitions into the complain and the non-complain customers: the Malaysian customers’ insight
description	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
format	Article
author	Md. Zain, Osman
author_facet	Md. Zain, Osman
author_sort	Md. Zain, Osman
title	Inquisitions into the complain and the non-complain customers: the Malaysian customers’ insight
title_short	Inquisitions into the complain and the non-complain customers: the Malaysian customers’ insight
title_full	Inquisitions into the complain and the non-complain customers: the Malaysian customers’ insight
title_fullStr	Inquisitions into the complain and the non-complain customers: the Malaysian customers’ insight
title_full_unstemmed	Inquisitions into the complain and the non-complain customers: the Malaysian customers’ insight
title_sort	inquisitions into the complain and the non-complain customers: the malaysian customers’ insight
publisher	Centre for Promoting Ideas
publishDate	2011
url	http://irep.iium.edu.my/3118/ http://irep.iium.edu.my/3118/ http://irep.iium.edu.my/3118/1/11.pdf
first_indexed	2023-09-18T20:10:49Z
last_indexed	2023-09-18T20:10:49Z
_version_	1777407464931590144

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

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