Corpus ID: 73685913

Evaluating Gender Differences In the Complaint Behavior of Malaysian Consumers

@article{Ndubisi2007EvaluatingGD,
  title={Evaluating Gender Differences In the Complaint Behavior of Malaysian Consumers},
  author={N. Ndubisi and Tam Yin Ling},
  journal={Asian Academy of Management Journal},
  year={2007},
  volume={12},
  pages={1-13}
}
The aim of this paper is to investigate whether male and female Malaysian consumers differ in their dissatisfaction complaint behavior and its aftermath. The study examines the moderation effect of gender in the relationship between public complaint behavior, private complaint behavior and customer defection. Data for the study was collected from 218 randomly selected customers of retail banks in Malaysia. The results show that public and private complaints are significantly associated with… Expand

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