A Study of Complaint Behaviour Intentions of Airline Passengers (original) (raw)
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Customer Complaint Behaviors in Turkish Airline Industry
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Complaint Handling in the Airline Industry: The Way to Enhance Customer Loyalty
Organizations with effective customer complaints handling enjoy high level of customers` loyalty. Customers decide to continue with an organization according to its ability to offer what customers need and want. This study aims to understand how customer complaints are managed in the airline industry. A case study of Egyptair is used to achieve the research aim. Data are collected from customers and staff responsible for handling customer complaints. The study reports a number of problems with the process of managing complaints in Egyptair. This causes dissatisfaction of customers and makes it difficult to maintain loyalty. The study introduces a process model for a better handling of complaints in Egyptair. Further, the study suggests a number of implementations at different levels of Egyptair to satisfy customers and enhance customer loyalty.
Southern African Business Review, 2012
1 bstr A ct 1 imperative that service organisations implement effective service recovery strategies when customers experience a service failure, since unresolved service failures can result in customers spreading negative word-of-mouth communication or defecting to competitors. It is therefore in organisations' best interests to encourage customers to complain when a service failure occurs. However, if customers do not have positive attitudes towards complaining or are not likely to complain, service organisations will not be afforded the opportunity to offer service recovery. this study aims to determine customers' attitudes towards complaining as well as their likelihood of voicing a complaint when service failures occur with service providers in the banking, domestic airline and restaurant industries. Non-probability convenience sampling was used to collect data from 915 respondents residing in Gauteng. the results indicate that respondents have fairly positive attitudes ...
Complaining Behavior: The effect of different factors on Consumer Complaining Behavior
Purpose: The aim of this paper is to comprehensively understand the determinants who affect the customer intention to complain to firm through an integrated model and also the effect of those determinants on the complaint intention and the relationship of those intentions with the complaining behavior. Design/Approach/Methodology: A quantitative research method was used based on self administered questionnaire with a sample size of 171 participants collected by using convenience sample and the results were tested through regression analysis. Findings/Results: The results shows that the complaining intention and attitude towards complaint have a significant relationship with complaining behavior while prior experience and controllability to complain have an insignificant relationship with complaining behavior. Attitude towards complaint and perceived possibility of success have a significant 204 relationship with intention to complain. The antecedent prior experience has a significant relationship with perceived possibility of success and an insignificant relationship with attitude towards complaint. The variable controllability to complaint has a significant relationship with both perceived possibility of success and attitude towards complaint while Perceived alienation has a significant relationship with perceived possibility of success but insignificant relationship with attitude towards complaint. Limitations and recommendations: This study is conducted on a small level with small sample size. Due to which there are some insignificant relationships which can be prove as significant relationship if the sample size is large. A limited number of variables are discussed in this article. Other researchers can elaborate other variables affecting complaining behavior e.g. word of mouth, level of dissatisfaction etc.
Determinants affecting customer’s complaint intention
International Journal of Learning and Development, 2013
Purpose -The purpose of this paper is to understand the factors that influence customers` complaint intention by developing a comprehensive integrated model.
The Drivers of Consumer Complaint Behaviors in the Service Industry
This study examines the determinants of consumer complaint behaviors (CCB) in the service industry. The taxonomy of CCB is reviewed and confirmed; the main effect and interaction effect of predictors of CCB are defined and checked. This study postulates that the types of service failure, namely, failure in procedure and failure in outcome, have a significant main effect and interaction effect on the Voice response of CCB. The hypotheses are tested and the results are discussed.
Inzinerine Ekonomik–Engineering Economics, Vol. 31(1), 114–125. (ISI Web of Science – Social Sciences Citation Index® & Journal Citation Reports/Social Sciences Edition) (Impact factor 0.730), 2020
The undertaken study examines economic aspects of business operations of the airline industry vis-à-vis organizational complaint handling and customer loyalty. For this purpose, we used a structured questionnaire to collect sample data of 200 respondents from university students and households of Pakistan who are the customers of the airline industry. We employed five independent variables, namely, response time, complaint resolution perfection, executives’ attitude, brand image and responsiveness to complaints. We used the descriptive analysis and SEM-based approaches; namely, confirmatory and exploratory factor analysis for estimation purposes. The findings of the undertaken study demonstrated that the resolution of complaints, timely response, and responsiveness to complaints had a significant and positive influence on satisfaction of customers and loyalty of clients using international airline services, and this leads to the economic prospects of business operation in the airline industry. However, customer relationship, executives’ attitude and brand loyalty do not have significant influence on the customer satisfaction and customer loyalty. Thus, it is concluded that the immediate response to customer complaint handling enhances the customer satisfaction and customer loyalty that increases the economic aspects of business operation in the airline industry.
International Journal of Business and Technopreneurship, 2016
In extensive view of consumers’ complaint behavior research area, choosing specific complaint channels has been considered as a phenomenon. Although, existing literatures explored much on the consumption behavior of products and services, exploring on the choice of complaint channels still in infancy level. Moreover, investigation of channel-choice for complaining is not done extensively. This study provides a brief overview on complaint responses and classifications of consumer complaining behavior (CCB). Consequently, a suitable classification of complaint reactions with regard to complaint channels is discussed in details. The researchers suggested three aspects which are vital for service providers in order to retain existing consumers and seek for new consumers and acquire positive word of mouth; (1) the service providers required to encourage consumers to make complains (2) complaint channels should be easily accessible for consumers and (3) existence of smooth complaint handling process. The development of this extensive literature review, suggestions and conceptualization would be helpful for researchers while they aim for further empirical investigation of consumers complaining behavior and complaint channels.
The Effect of Perception and Attitude Toward Consumer Complaint Behavior
Purpose - The objective of the paper is to describe the relationship between consumer perceptions and attitudes of complaints against the behavior of their complaint. Research design, data, methodology - The study explore the proc- ess of complain intention which mediated by perceptual process and attitudinal behavior. Structural equation modeling used in this study is aim to describe the relationship simultaneously. The two samples fail- ure (high vs. low level services) will be compared using analysis of variance. Results - The study found that the higher the alienation, the lower the perceived value of consumer complaint and the higher likelihood of successful perceived consumer complaint. The study also found the more positive the prior complaint experience, the more positive atti- tude toward complaining, the higher the perceived value of complaint and the higher the likelihood of successful perceived complaint. Furthermore, the perceived value of customer's complaint affect pos- itive intention and perceived consumer likelihood of successful com- plaint increases intention complaint. Conclusions - The findings of this study show that the effect of a number of personal antecedents such as alienation; prior complaint ex- perience and controllability will vary toward the complaint intention. Furthermore, the attitudinal and perceptual factors play a partial medi- ation role for that relationship.
Journal of Marketing Management, 2010
One of the least understood areas in customer complaint behaviour (CCB) research is why some customers complain and others do not in similar dissatisfaction situations. Prior research has explored differences in customer characteristics between complainers and non-complainers, but not in association with relevant situational factors. This gap is addressed with a new conceptual framework incorporating two situational variables-customer dissatisfaction and involvement, and two consumer traits -impulsivity and self-monitoring. Several hypotheses about their main and interaction effects are tested in two different contexts, using a survey-based study in three countries (Singapore, South Korea and the US). Specifically, it is shown that CCB is positively associated with involvement and impulsivity, and negatively with self-monitoring. Involvement and impulsivity are shown to moderate the association between dissatisfaction and CCB positively, and self-monitoring moderates it negatively. Some implications and directions for future research are also discussed. .hk). His research interests include exploratory purchase Behaviours, cross-cultural differences in consumer behaviour and services marketing. He has published his research in the ). His research is focused on brand management and marketing communications. He teaches marketing management, brand management and IMC.