期刊名称：Journal of Asian Finance, Economics and Business
印刷版ISSN：2288-4637
电子版ISSN：2288-4645
出版年度：2021
卷号：8
期号：9
页码：121-130
DOI：10.13106/jafeb.2021.vol8.no9.0121
语种：English
出版社：Korean Distribution Science Association
摘要：In the mobile industry, customer complaints play a significant role in retaining customer loyalty to the services provided. Thanks to user complaints, mobile service providers can effectively identify problems and then propose solutions to adapt or improve their services. Hence, it's critical to understand the relationship between consumer complaints and satisfaction with mobile services. While several studies have shown that customer satisfaction is an intermediary variable that explains customer complaint intention, there have been few studies on the relationship between pre-determinants of their satisfaction, leaving a gap in our understanding of customer complaint intention. To demonstrate an in-depth approach to this matter, authors revisit justice theory and suggest trust and perceived responsibility variables be combined into a research model. A cross-section survey was conducted to collect data from 265 mobile services users of the three biggest mobile service providers in Kien Giang Province, Vietnam. This study employed Structural Equation Modeling (SEM) method to analyze the samples collected. The result showed that customer complaint intention is affected by distributive justice, interactional justice, trust but not procedural justice. Additionally, the moderating role of the perceived responsibility variable to the relationship between customer satisfaction and complaint intention is also proved.
