Predictors of Complain Behaviour among Mobile Telecommunication Network Consumers

Abstract

This research paper sought to empirically determine the predictors of consumer complain behaviour. High prevalence of anomalies with mobile telecommunication network services without a lasting solution emphasized the significance of the present study. Hawkins, Best, & Coney (2004) consumer complain behavioural framework was used as the study’s theoretical background. It was a quantitative study which employed a cross-sectional survey. A total of 385 respondents within Festac town in Nigeria were selected stratifiedly for the study. Descriptive analysis showed that 64.9% of the respondents are passive while 35.1% are active complainers. Regression analyses revealed that six demographic variables explained 4.9% variance on complain behaviour while dissatisfaction explained additional 10% variance on complain behaviour. It further indicated that three control measures were significant, with dissatisfaction (β=-.33, p