IDEAS home Printed from https://ideas.repec.org/a/lrc/larijb/v2y2012i4p179-194.html
   My bibliography  Save this article

Customer Complaint Behaviour Towards Mobile Telephony Services– Cases of Mtn And Tigo Ghana

Author

Listed:
  • Anthony Freeman Mensah

    (Lecturer,University of Education, Winneba,College of Technology Education, Kumasi.)

Abstract

The paper examines customer satisfaction and complaint responses towards Mobile telephony services. The study was a cross-sectional survey involving customers from two mobile telephony industries. A self-administered structured questionnaire was used to collect primary data and it was analysed using SPSS (version 16.0). The findings are that customer satisfaction rating differed according to the mobile network, and that previous dissatisfaction significantly influences complaining behaviour. Again, complaining behaviour is more prevalent among dissatisfied customers than satisfied ones. Moreover, it was found that dissatisfaction is not a necessary condition for complaining and that some customers may complain for several reasons even though they are satisfied. Implications and limitations are discussed. This paper contributes to providing empirical evidence on the much limited needed area of consumer complaining behaviour in the context of telephony industry in developing economies.

Suggested Citation

  • Anthony Freeman Mensah, 2012. "Customer Complaint Behaviour Towards Mobile Telephony Services– Cases of Mtn And Tigo Ghana," International Journal of Business and Social Research, LAR Center Press, vol. 2(4), pages 179-194, August.
    • Handle: RePEc:lrc:larijb:v:2:y:2012:i:4:p:179-194
    as

    Download full text from publisher

    File URL: http://thejournalofbusiness.org/index.php/site/article/view/162/161
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Maute, Manfred F. & Forrester, William Jr., 1993. "The structure and determinants of consumer complaint intentions and behavior," Journal of Economic Psychology, Elsevier, vol. 14(2), pages 219-247, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Vaishali Singh & Amit Jain & Sapna Choraria, 2016. "Exploring the Role of Complaint Handling among Complaining Consumers," Vision, , vol. 20(4), pages 331-344, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sarker, Rumana Islam & Kaplan, Sigal & Mailer, Markus & Timmermans, Harry J.P., 2019. "Applying affective event theory to explain transit users’ reactions to service disruptions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 130(C), pages 593-605.
    2. Emrah Oney & Iman Aghaei, 2024. "Consumer complaint intentions: the impact of general and specific self-confidence," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(2), pages 390-410, June.
    3. Gerrit Antonides & Lies Hovestadt, 2021. "Product Attributes, Evaluability, and Consumer Satisfaction," Sustainability, MDPI, vol. 13(22), pages 1-20, November.
    4. Touqeer Ashraf & Waseem Sajjad & Muhammad Rizwan & Dilshad Ahmed & Haseeb Nazeer, 2013. "Determinants of Consumer Complaining Behavior: A study of Pakistan," International Journal of Learning and Development, Macrothink Institute, vol. 3(6), pages 121-138, December.
    5. Mustafa Ulker & Cagri Surucu & Pembe Ulker, 2024. "Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 10(1), pages 13-24, June.
    6. Melissa Cunliffe & Robert Johnston, 2008. "Complaint management and the role of the chief executive," Service Business, Springer;Pan-Pacific Business Association, vol. 2(1), pages 47-63, March.
    7. van Oest, Rutger & Knox, George, 2011. "Extending the BG/NBD: A simple model of purchases and complaints," International Journal of Research in Marketing, Elsevier, vol. 28(1), pages 30-37.
    8. Nurcan Turan & Nuri Calik, 2016. "Consumers' Post-Purchase Behavior In Terms Of Complaining, Assertiveness And Discontent; A Field Study From Eskisehir, Turkey," Proceedings of Economics and Finance Conferences 3205696, International Institute of Social and Economic Sciences.
    9. repec:dau:papers:123456789/4260 is not listed on IDEAS
    10. Prabhjot Kaur & Sanjeev Kumar Sharma, 2015. "A Measure of Consumer Complaining Behaviour in Service Industry," Paradigm, , vol. 19(1), pages 37-51, June.
    11. Zeelenberg, Marcel & Pieters, Rik, 2004. "Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services," Journal of Business Research, Elsevier, vol. 57(4), pages 445-455, April.
    12. Anthony Freeman Mensah, 2012. "Customer Complaint Behaviour Towards Mobile Telephony Services– Cases of Mtn And Tigo Ghana," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 2(4), pages 179-194, August.
    13. Gurdon, Michael A. & Savitt, Ronald & Pribova, Marie, 1999. "Consumer activism in the Czech Republic: the role of exit and voice in a changing economy," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 28(1), pages 3-19.
    14. Sánchez-García, Isabel & Currás-Pérez, Rafael, 2011. "Effects of dissatisfaction in tourist services: The role of anger and regret," Tourism Management, Elsevier, vol. 32(6), pages 1397-1406.
    15. Jones, Michael A. & Mothersbaugh, David L. & Beatty, Sharon E., 2002. "Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes," Journal of Business Research, Elsevier, vol. 55(6), pages 441-450, June.
    16. Cho, Heetae & Chi, Christina & Chiu, Weisheng, 2020. "Understanding sustained usage of health and fitness apps: Incorporating the technology acceptance model with the investment model," Technology in Society, Elsevier, vol. 63(C).
    17. Achyuta Adhvaryu & Teresa Molina & Anant Nyshadham, 2019. "Expectations, Wage Hikes, and Worker Voice: Evidence from a Field Experiment," NBER Working Papers 25866, National Bureau of Economic Research, Inc.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:lrc:larijb:v:2:y:2012:i:4:p:179-194. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Al Hossain (email available below). General contact details of provider: http://www.thejournalofbusiness.org .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.