Knowledge of Consumer Rights and Co

Knowledge of Consumer Rights and Consumer

Agencies

Referring to social behaviour, Ajzen (1985) suggests that information that is recognized by the individuals will ultimately influence their further behaviour; Ormrod (1999) proposes that reinforcement responses only increase while the learner is aware of the connection. Singh and Wilkes (1996) suggest that an individual’s learning about mechanisms and options of complaining affect consumer complaint behaviour, such as knowledge of unfair practices, consumer rights, and complaint channels. Agbonifoh and Edoreh (1986) argue that market imperfections are one of the market factors that make consumers feel helpless when they face discontent. Hence, consumer protection is one of the reactions to change the consumer’s helplessness. Guiding the consumers to enjoy their rights and the awareness of the existence of regulations and provisions becomes important when they encounter frustration or depression about the dissatisfied products or services (Agbonfoh and Edoreh, 1986). Thus, awareness of consumer’s rights and consumer protection agencies is important for consumers making the decision to redress their dissatisfaction to firms or third party. Moyer (1985) found that complainers with relatively good information concerning their consumer rights and who are more aware of possible help from third parties are more active in seeking information and more likely to express their dissatisfaction to sellers. Day (1984) suggests that consumer’s knowledge about where to complain affects the consumer’s complaint behaviour. Based on Haefner and Leckenby (1975), and Tipper (1997), in the current study, knowledge of consumer rights and consumer agencies is defined as the individual awareness and understanding of consumer rights and consumer protection agencies in Malaysia.

Results (Indonesian) 1:

Pengetahuan tentang hak konsumen dan konsumenLembagaReferring to social behaviour, Ajzen (1985) suggests that information that is recognized by the individuals will ultimately influence their further behaviour; Ormrod (1999) proposes that reinforcement responses only increase while the learner is aware of the connection. Singh and Wilkes (1996) suggest that an individual’s learning about mechanisms and options of complaining affect consumer complaint behaviour, such as knowledge of unfair practices, consumer rights, and complaint channels. Agbonifoh and Edoreh (1986) argue that market imperfections are one of the market factors that make consumers feel helpless when they face discontent. Hence, consumer protection is one of the reactions to change the consumer’s helplessness. Guiding the consumers to enjoy their rights and the awareness of the existence of regulations and provisions becomes important when they encounter frustration or depression about the dissatisfied products or services (Agbonfoh and Edoreh, 1986). Thus, awareness of consumer’s rights and consumer protection agencies is important for consumers making the decision to redress their dissatisfaction to firms or third party. Moyer (1985) found that complainers with relatively good information concerning their consumer rights and who are more aware of possible help from third parties are more active in seeking information and more likely to express their dissatisfaction to sellers. Day (1984) suggests that consumer’s knowledge about where to complain affects the consumer’s complaint behaviour. Based on Haefner and Leckenby (1975), and Tipper (1997), in the current study, knowledge of consumer rights and consumer agencies is defined as the individual awareness and understanding of consumer rights and consumer protection agencies in Malaysia.