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.