International Journal of Academic Research in Business and Social Sciences

search-icon

To Mitigate the Customer’s Complaints in a Systematic Way

Open access
This Action Research investigates customer complaint practices at MLM Packaging Sdn Bhd, revealing a lack of a dedicated unit to address customer concerns. Sales personnel tend to emphasize positive aspects while concealing issues, prompting the business owner to recognize the significance of customer satisfaction. The study aims to systematically mitigate customer complaints. Understanding the current and proposed complaint management processes is crucial for overall improvement within the company. The qualitative case study employs interviews, extracting secondary data from company sources and using literature reviews as guidelines. Online digital forms are introduced to streamline complaint filing. The study emphasizes the importance of handling customer complaints for organizational growth and sustainability, proposing the establishment of a systematic complaint handling process flow and targeted resolution timelines. A well-managed customer complaint system is seen as a catalyst for increased market share and enhanced productivity.
Cunliffe, M., & Johnston, R. (2007). Complaint management and the role of the chief executive. Service Business, 2(1), 47-63. https://doi.org/10.1007/s11628-006-0020-9
Cyert, R. M., & March, J. G. (1992). A behavioral theory of the firm. Second Edition, Blackwell Publishers, Cambridge.
Gilliland, S. W. (1993). The perceived fairness of selection systems: An organizational justice perspective. Academy of Management Review, 18(4), 694-734. https://doi.org/10.5465/amr.1993.9402210155
Kessler, S. R., Nixon, A. E., & Nord, W. R. (2016). Examining organic and mechanistic structures: Do we know as much as we thought? International Journal of Management Reviews, 19(4), 531-555. https://doi.org/10.1111/ijmr.12109
Lind, E. A., & Tyler, T. R. (1988). The social psychology of procedural justice. Critical Issues in Social Justice. https://doi.org/10.1007/978-1-4899-2115-4
Sigurdsson, V., Larsen, N. M., Gudmundsdottir, H. K., Alemu, M. H., Menon, R. G., & Fagerstrøm, A. (2021). Social media: Where customers air their Troubles—How to respond to them? Journal of Innovation & Knowledge, 6(4), 257-267. https://doi.org/10.1016/j.jik.2021.07.001
Yeoh, K. H., & Basiruddin, R. (2024). To Mitigate the Customer’s Complaints in a Systematic Way. International Journal of Academic Research in Business and Social Sciences, 14(10), 3186–3190.