Since 2014
Complaining Behavior in the Service Context: Evidence from Benin City
Covenant Journal of Business and Social Sciences
View Archive Info| Field | Value | |
| Title |
Complaining Behavior in the Service Context: Evidence from Benin City
|
|
| Creator |
Felix Osaiga, Isibor
Barnabas Aigbojie, Agbonifoh |
|
| Description |
This paper explores complaining behaviour with respect to restaurant and interstate transport services in Benin City metropolis. It examines proportion of service customers who are dissatisfied and complained, complaint motivation and factors influencing complaint voicing in the restaurant and interstate transport service subsectors. Using the survey research design, responses obtained from 371 respondents were analysed using binomial analysis, chi square and multiple regression at a 0.05 level of statistical significance. Content analysis was employed for open ended questions. Results from the study showed that while there was no significant difference between the proportion of customers who were satisfied and those dissatisfied with the service offering in both subsectors, there was also no significant difference between the proportion of dissatisfied customers who complained and those who did not. Complaint voicing in the selected service subsectors was found not to be dependent on gender, age, educational level, usage frequency, income level, personal confidence of customer, cost of service or severity of service failure. Based on the findings, the authors suggest that there is need for restaurants and interstate transport companies in Nigeria to develop formal complaint management systems. Procedures for consumer complaints should be simple and involve little or no documentation as customers in the subsectors studied seem not to be favourably disposed to putting their complaints in writing.
|
|
| Publisher |
Covenant University
|
|
| Contributor |
—
|
|
| Date |
2016-02-25
|
|
| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
|
| Format |
application/pdf
|
|
| Identifier |
https://journals.covenantuniversity.edu.ng/index.php/cjbss/article/view/17
|
|
| Source |
Covenant Journal of Business and Social Sciences; Vol.6, No. 1, June, 2014.
2334-5708 2006-0300 |
|
| Language |
eng
|
|
| Relation |
https://journals.covenantuniversity.edu.ng/index.php/cjbss/article/view/17/13
|
|
| Rights |
Copyright (c) 2016 Covenant Journal of Business and Social Sciences
|
|