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Development of consumer complaints regimes in Malaysia and Japan

The number of consumer complaints is expected to increase in concert with the rising awareness of consumer rights and accessibility to consumer complaint bureaus. A review of consumer complaint reports published by various consumer complaint agencies in Malaysia and Japan was carried out to gauge th...

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Main Authors: Morinaga, Daisaku, Mat Said, Aini
Format: Conference or Workshop Item
Language:English
Published: Persatuan Ekonomi Pengguna dan Keluarga Malaysia (MACFEA) 2012
Online Access:http://psasir.upm.edu.my/id/eprint/76759/1/MACFEA16-9.pdf
http://psasir.upm.edu.my/id/eprint/76759/
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spelling my.upm.eprints.767592020-02-05T09:05:25Z http://psasir.upm.edu.my/id/eprint/76759/ Development of consumer complaints regimes in Malaysia and Japan Morinaga, Daisaku Mat Said, Aini The number of consumer complaints is expected to increase in concert with the rising awareness of consumer rights and accessibility to consumer complaint bureaus. A review of consumer complaint reports published by various consumer complaint agencies in Malaysia and Japan was carried out to gauge the trend in consumer complaints behaviour. Data indicates that the number of complaints is on the increase and that service failures outweighed product quality grievances for both Japan and Malaysia. The Malaysian consumers used multiple channels to lodge their complaints but internet is fast becoming the dominant mode. Dispute resolution systems in both countries are compared and discussed. Ways of enhancing consumer complaint management system is proposed as consumers are presently overwhelmed with both extensive range of product choices and widening gaps in the quality. Persatuan Ekonomi Pengguna dan Keluarga Malaysia (MACFEA) 2012 Conference or Workshop Item PeerReviewed text en http://psasir.upm.edu.my/id/eprint/76759/1/MACFEA16-9.pdf Morinaga, Daisaku and Mat Said, Aini (2012) Development of consumer complaints regimes in Malaysia and Japan. In: Seminar Kebangsaan MACFEA ke 16 'Kelestarian dan Kualiti Hidup', 10-11 Jul. 2012, Palm Garden Hotel Putrajaya, Malaysia. (pp. 221-230).
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description The number of consumer complaints is expected to increase in concert with the rising awareness of consumer rights and accessibility to consumer complaint bureaus. A review of consumer complaint reports published by various consumer complaint agencies in Malaysia and Japan was carried out to gauge the trend in consumer complaints behaviour. Data indicates that the number of complaints is on the increase and that service failures outweighed product quality grievances for both Japan and Malaysia. The Malaysian consumers used multiple channels to lodge their complaints but internet is fast becoming the dominant mode. Dispute resolution systems in both countries are compared and discussed. Ways of enhancing consumer complaint management system is proposed as consumers are presently overwhelmed with both extensive range of product choices and widening gaps in the quality.
format Conference or Workshop Item
author Morinaga, Daisaku
Mat Said, Aini
spellingShingle Morinaga, Daisaku
Mat Said, Aini
Development of consumer complaints regimes in Malaysia and Japan
author_facet Morinaga, Daisaku
Mat Said, Aini
author_sort Morinaga, Daisaku
title Development of consumer complaints regimes in Malaysia and Japan
title_short Development of consumer complaints regimes in Malaysia and Japan
title_full Development of consumer complaints regimes in Malaysia and Japan
title_fullStr Development of consumer complaints regimes in Malaysia and Japan
title_full_unstemmed Development of consumer complaints regimes in Malaysia and Japan
title_sort development of consumer complaints regimes in malaysia and japan
publisher Persatuan Ekonomi Pengguna dan Keluarga Malaysia (MACFEA)
publishDate 2012
url http://psasir.upm.edu.my/id/eprint/76759/1/MACFEA16-9.pdf
http://psasir.upm.edu.my/id/eprint/76759/
_version_ 1662756568542740480
score 13.211869

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