IDEAS home Printed from https://ideas.repec.org/a/mth/ijld88/v3y2013i6p153-166.html
   My bibliography  Save this article

Complaint Intentions of Consumers of Pakistan Restaurant Industry

Author

Listed:
  • Kamran Mukhtiar
  • Nafees Asmat
  • Muhammad Arshad
  • Muhammad Aftab Ali
  • Hammad Ali Lodhi
  • Ather Waqas

Abstract

Purpose - The purpose of this paper is to predict which factors can determine consumer¡¯s intentions to complain when they meet service failure in restaurant industry.Design/methodology/approach ¨Cquantitative data was collected through the instrument of a survey questionnaire. Data were collected from 250 consumers to assess the Influence of attitude, subjective norm, and Self-efficacy on the intention to complain.Findings - The results show that the attitudes toward complaining and self-efficacy have significant effects on the consumer complaint intention. Also, self-efficacy of complaining is analyzed as the antecedents.Practical implications ¨C the results shows that in order to intensify the consumers attitude toward complaining in hospitality industry, service provider should encourage complaints to locate the failure and make policies to make the consumer satisfied/loyal. Here in the restaurant industry, when consumers (having high degree of self-efficacy) face faulty services, they focus on better solution in reaction to service failure by better using their expertise, skills and resources. Originality/value - In this study it has be proven that perceived attitudes toward complaint and self-efficacy are very important determinants which directly affects Consumer¡¯s intention to make complains. This study also explores the effect of self-efficacy on consumer complaints behavior and provides a more holistic view of the determinants which affect customer`s complaint behavior.

Suggested Citation

  • Kamran Mukhtiar & Nafees Asmat & Muhammad Arshad & Muhammad Aftab Ali & Hammad Ali Lodhi & Ather Waqas, 2013. "Complaint Intentions of Consumers of Pakistan Restaurant Industry," International Journal of Learning and Development, Macrothink Institute, vol. 3(6), pages 153-166, December.
    • Handle: RePEc:mth:ijld88:v:3:y:2013:i:6:p:153-166
    as

    Download full text from publisher

    File URL: http://www.macrothink.org/journal/index.php/ijld/article/download/6211/5016
    Download Restriction: no
    File URL: http://www.macrothink.org/journal/index.php/ijld/article/view/6211
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Kieran Mathieson, 1991. "Predicting User Intentions: Comparing the Technology Acceptance Model with the Theory of Planned Behavior," Information Systems Research, INFORMS, vol. 2(3), pages 173-191, September.
    2. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    3. Shirley Taylor & Peter A. Todd, 1995. "Understanding Information Technology Usage: A Test of Competing Models," Information Systems Research, INFORMS, vol. 6(2), pages 144-176, June.
    4. Zeelenberg, M. & Pieters, R., 1999. "On service delivery that might have been : Behavioral responses to disappointment and regret," Other publications TiSEM 6596c484-f332-4f60-a96a-3, Tilburg University, School of Economics and Management.
    5. Muhammad Rizwan1 & Syed Hassan Ali & Sonia Akhter & Yasir Abbas & Anila Kanwal & Shoaib Iqbal & Waqas Aziz, 2013. "Determinants Affecting Consumer Complaining Behavoir: A Study in a University Of Pakistan," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 3(2), pages 160-174, February.
    6. Bagozzi, Richard P & Baumgartner, Hans & Yi, Youjae, 1992. "State versus Action Orientation and the Theory of Reasoned Action: An Application to Coupon Usage," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(4), pages 505-518, March.
    Full references (including those not matched with items on IDEAS)

    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. Venkatesh, Viswanath & Morris, Michael G. & Ackerman, Phillip L., 2000. "A Longitudinal Field Investigation of Gender Differences in Individual Technology Adoption Decision-Making Processes," Organizational Behavior and Human Decision Processes, Elsevier, vol. 83(1), pages 33-60, September.
    2. Hasan, Rajibul & Lowe, Ben & Petrovici, Dan, 2020. "Consumer adoption of pro-poor service innovations in subsistence marketplaces," Journal of Business Research, Elsevier, vol. 121(C), pages 461-475.
    3. Venkatesh, Viswanath & Maruping, Likoebe M. & Brown, Susan A., 2006. "Role of time in self-prediction of behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 100(2), pages 160-176, July.
    4. Garima Malik & A. Sajeevan Rao, 2019. "Extended expectation-confirmation model to predict continued usage of ODR/ride hailing apps: role of perceived value and self-efficacy," Information Technology & Tourism, Springer, vol. 21(4), pages 461-482, December.
    5. Muhammad Ali & Syed Ali Raza & Chin-Hong Puah & Mohd Zaini Abd Karim, 2017. "Islamic home financing in Pakistan: a SEM-based approach using modified TPB model," Housing Studies, Taylor & Francis Journals, vol. 32(8), pages 1156-1177, November.
    6. Viswanath Venkatesh, 2000. "Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model," Information Systems Research, INFORMS, vol. 11(4), pages 342-365, December.
    7. Sumeet Gupta & Haejung Yun & Heng Xu & Hee-Woong Kim, 2017. "An exploratory study on mobile banking adoption in Indian metropolitan and urban areas: a scenario-based experiment," Information Technology for Development, Taylor & Francis Journals, vol. 23(1), pages 127-152, January.
    8. Rekha Dahiya & Gayatri, 2017. "Investigating Indian Car Buyers’ Decision to Use Digital Marketing Communication: An Empirical Application of Decomposed TPB," Vision, , vol. 21(4), pages 385-396, December.
    9. Song, Jinzhu & Drennan, Judy C. & Andrews, Lynda M., 2012. "Exploring regional differences in Chinese consumer acceptance of new mobile technology: A qualitative study," Australasian marketing journal, Elsevier, vol. 20(1), pages 80-88.
    10. Nripendra P. Rana & Yogesh K. Dwivedi & Banita Lal & Michael D. Williams & Marc Clement, 2017. "Citizens’ adoption of an electronic government system: towards a unified view," Information Systems Frontiers, Springer, vol. 19(3), pages 549-568, June.
    11. Valentin Ngadi, 2016. "Factors Affecting The Adoption Of The Personality Of Design [Les Facteurs Determinants De La Diffusion/Adoption De La Personnalite Du Design]," Working Papers hal-01296338, HAL.
    12. Yu-Jin Choi & Jin-Woo Park, 2020. "Investigating Factors Influencing the Behavioral Intention of Online Duty-Free Shop Users," Sustainability, MDPI, vol. 12(17), pages 1-20, August.
    13. Anastasiou Kartas & Sigi Goode, 2012. "Use, perceived deterrence and the role of software piracy in video game console adoption," Information Systems Frontiers, Springer, vol. 14(2), pages 261-277, April.
    14. Pookulangara, Sanjukta & Koesler, Kristian, 2011. "Cultural influence on consumers' usage of social networks and its' impact on online purchase intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 18(4), pages 348-354.
    15. Andrei OGREZEANU, 2015. "Models Of Technology Adoption: An Integrative Approach," Network Intelligence Studies, Romanian Foundation for Business Intelligence, Editorial Department, issue 5, pages 55-67, June.
    16. Rishi Manrai & Kriti Priya Gupta, 2023. "Investor’s perceptions on artificial intelligence (AI) technology adoption in investment services in India," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(1), pages 1-14, March.
    17. Rajak, Manindra & Shaw, Krishnendu, 2021. "An extension of technology acceptance model for mHealth user adoption," Technology in Society, Elsevier, vol. 67(C).
    18. Kathryn A. Richardson & Christine L. McKibbin & Barbara S. Dabrowski & Elizabeth L. A. Punke & Cynthia M. Hartung, 2022. "Parent Intention to Enroll in an Online Intervention to Enhance Health Behavior Change among Youth Treated with Psychotropic Medication Who Are Overweight or Obese: An Elicitation Study," IJERPH, MDPI, vol. 19(13), pages 1-18, June.
    19. ETTIS Saïd Aboubaker & ELDABET Mahmoud Mohamed, 2022. "The Move Towards Cashless Society: How To Improve Consumers’ Use Of Bank Cards In Retail Stores?," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 17(1), pages 24-10, April.
    20. repec:dau:papers:123456789/13000 is not listed on IDEAS
    21. Jui-Che Tu & Chi-Ling Hu, 2018. "A Study on the Factors Affecting Consumers’ Willingness to Accept Clothing Rentals," Sustainability, MDPI, vol. 10(11), pages 1-30, November.

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    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:mth:ijld88:v:3:y:2013:i:6:p:153-166. 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: Technical Support Office (email available below). General contact details of provider: http://www.macrothink.org/journal/index.php/ijld .

    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.