Determining the Income Differences and Complaint Behavior Among Automobile Repairs and Service Consumers in Shah Alam, Malaysia

AbstractUnderstanding consumer's complaint behavior is vitally important as it enables the company to enhance customer satisfaction as well as their experience with the particular company. This paper aims to investigate the differences in income and complaint behavior among automobile repairs and service consumers in Shah Alam. Data for the study was collected using self-administered questionnaire among 400 respondents who sent their cars for servicing at eight selected service centers representing four top car brands sold in the country in 2011. Only those who had experience a service failure within the past twelve months with the respective service center were selected as respondents. They consisted of 60.8 percent female with an average of 28.5 years old and majority of the respondents had tertiary education level. The result indicates that, there is no significant different in consumer complaint behavior in term of respondent's monthly income