Examining the customer complaint behaviour in restaurants in term of planned behaviour theory and individual behaviour

The aim of the thesis is exploring the effects of individual and behavioural factors on restaurant customers' the intention to complain. From current studies, three variables of the Planned Behavior Theory were used attitude, perceived behavioral control and subjective norm. Two different varieties of neglect and information level were utilized for individual behaviour. The survey was developed in accordance with the Planned Behavior Theory for the effect of the neglect variable to complain. In accordance with this purpose; the questionnaire that prepared under favour of enhanced scale by taking expert's opinions along with observations and interviews which were made in point was subjected to the pre-test questionnaire. First the survey of pilot study was conducted to 216 participants in different restaurant types in Antalya with easy sampling method. In order to determine the construct validity of the scale, Item-factor structure obtained from the CFA has been tested for compliance. As result of these analyzes, valid and reliable questionnaire was prepared. In this study, in order to examine the data, regression was used than in order to detect the direction and intensity of the relations, correlation analys was used. As result of correlation analys, positively relationship was found between the intention of complaining by restaurant customers' attitude, perceived behavioral control, subjective norm, neglect and level of information. Also as a result of regression analys, perceived behavioral control and neglect were found to have a significant effect on the intention to complain. In conclusion, some suggestions are offered for practitioners and researchers.