Evaluating Gender Differences In the Complaint Behavior of Malaysian Consumers
Author(s)
Ndubisi, Nelson Oly
Ling, Tam Yin
Griffith University Author(s)
Year published
2007
Metadata
Show full item recordAbstract
The aim of this paper is to investigate whether male and female Malaysian consumers differ in their dissatisfaction complaint behavior and its aftermath. The study examines the moderation effect of gender in the relationship between public complaint behavior, private complaint behavior and customer defection. Data for the study was collected from 218 randomly selected customers of retail banks in Malaysia. The results show that public and private complaints are significantly associated with defection. These findings are generic across sex-type. Theoretical and managerial implications of the findings are discussed.The aim of this paper is to investigate whether male and female Malaysian consumers differ in their dissatisfaction complaint behavior and its aftermath. The study examines the moderation effect of gender in the relationship between public complaint behavior, private complaint behavior and customer defection. Data for the study was collected from 218 randomly selected customers of retail banks in Malaysia. The results show that public and private complaints are significantly associated with defection. These findings are generic across sex-type. Theoretical and managerial implications of the findings are discussed.
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Journal Title
Asian Academy of Management Journal
Volume
12
Issue
2
Publisher URI
Subject
Business and Management not elsewhere classified
Business and Management