Title: Customer
Perception toward E-Complaints: An
Implication on Behavioural Intention and Actual Use
Abstract: The purpose of this study is
investigating
the influence of the E-Complaint system and the customers’ perception
and
online behaviour to use the system. This study examines the effect of
perceived
usefulness (PU), perceived ease of use (PEU), behavioural Intention to
Use
(BIU) toward Actual System Use (SA). A framework of a modified
TAM
was introduced as EAM (E-Complaints Acceptance Model) to study the link
among
the variables. Questionnaire-based survey was used to collect
data.
To analyze data, descriptive and inferential statistics were tabulated
and
analyzed. The findings indicate intentional behavioural toward
e-complaints
had significantly related to how the complainers perceived ease of use
and
perceived the usefulness of e-complaints system.
Authors: Lai Kim Piew and Shahirah bt Mohd
Nor
