Predicting consumer’s complaint behavior in telecom service: An empirical study of India, Sri Lanka, and Bangladesh

Abstract

This article tests a predictive model of Consumer Complaint Behavior (CCB) in telecom industry of three countries (India, Sri Lanka, and Bangladesh). It utilizes a part of the dataset that explores the service efficiency of electricity, telecom, and government services. The data were collected from microentrepreneurs. Logisitic regression was used to validate the model that included factors business characteristics, telecom service characteristics, complaining behavior, and demographic details.