Public Complaint Behaviour and Satisfaction with Complaint Handling in the Malaysian Mobile Phone Services Industry

The number of mobile phone services subscribers in Malaysia has been increasing tremendously. Ironically the number of complaints received with regard to mobile phone services is insignificant although complaining provides significant impact to organizations as well as to complainers or consumers. This study aims to investigate the relationship between public complaint and satisfaction with complaint handling. A total of 285 complainers of mobile phone user were selected as respondents. The values for GOF, AVE, CR and convergent validity confirmed the measurement model prior proceeding to structural model. The structural model revealed mixed results which provide the indicator of consumer satisfaction with complaint handling. © 2016 Published by Future Academy www.FutureAcademy.org.uk