Investigating the Relationship between Knowledge and Complaint Behaviour among Motor Vehicle Repairs Consumers in Shah Alam, Malaysia

Abstract

This study aims to determine the relationship between consumer's knowledge and consumer complaint behaviour. Methodology/Technique – Data were collected using self-administered questionnaire among 400 respondents who sent their cars for servicing at eight selected service centres representing four top car brands sold in the country for the year 2011. Only those who had experienced a service failure within the past twelve months with the respective service centre were selected as respondents. Findings –It was found that, 60.8 per cent of the respondents were female with an average of 28.5 years old and the majority of the respondents had tertiary education level. The result indicates, that there is a positive significant relationship between consumer's knowledge and complaint behaviour. Novelty – Studies on consumer complaint behaviour that have been conducted in Malaysia are relatively few especially concerning on complaint behaviour in motor vehicle repair and service industry. Type of Paper Empirical Keywords: Complaint behaviour; dissatisfaction; consumer's knowledge