International Journal of Advanced and Applied Sciences

Int. j. adv. appl. sci.

EISSN: 2313-3724

Print ISSN: 2313-626X

Volume 4, Issue 3  (March 2017), Pages:  79-86

Title: Mediating effect of SATCOM on the relationship between consumer complaint behaviour and relationship quality

Author(s):  Mohd. Khirzanbadzli A. Rahman 1,2, *, Norlida Jaafar 2, Laily Paim 3, Syuhaily Osman 3, Sharifah Azizah Haron 3,4


1Institute of Business Excellence, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia
2Faculty of Business and Management, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia
3Faculty of Human Ecology, Universiti Putra Malaysia, 43400 Serdang, Selangor, Malaysia
4Malaysian Research Institute on Ageing (My Ageing), Universiti Putra Malaysia, 43400 Serdang, Selangor, Malaysia

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In the study, consumer complaint behaviour (CCB) was represented by Public Complaint Soft Action (PCSA) and Public Complaint Extreme Action (PCEA) as the independent variable, SATCOM the mediating variable and relationship quality the dependent variable. A total of 285 mobile phone users consisting of complainers from three selected states in Malaysia were chosen as the respondents. Using structural equation modelling (SEM) the structural model shows excellent fit with x² = 695.922, x²/df = 2.245, CFI = 0.932, TLI = 0.923, PNFI = 0.781 and RMSEA = 0.071.  Besides, the AVE, CR and Convergent Validity values confirmed the measurement model for further analysis. Employing bootstrapping technique to test the mediation effect, this study reveals mixed results. SATCOM is found significantly a full mediator on the relationship between PCSA and relationship quality (β = 0.246, p = 0.000, BC 95% CI [0.047, 0.282]), but not a mediator on the relationship between PCEA and relationship quality (β = -0.096, p = 0.169, BC 95% CI [-0.174, 0.031]). This finding implies that the performance of the complaint resolution by the service provider will give impact to the consumer, as well to the service provider because customer dissatisfaction can be speedily recovered through excellent complaints handling. 

© 2017 The Authors. Published by IASE.

This is an open access article under the CC BY-NC-ND license (

Keywords: Consumer complaint behaviour, Satisfaction with complaint handling, Relationship quality

Article History: Received 5 November 2016, Received in revised form 6 January 2017, Accepted 11 January 2017

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Rahman MKA, Jaafar N, Paim L, Osman S, Haron SA (2017). Mediating effect of SATCOM on the relationship between consumer complaint behaviour and relationship quality. International Journal of Advanced and Applied Sciences, 4(3): 79-86


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