Abstract:
This study mainly focuses on the complaining behavior of students in Bahria University
Islamabad. In this research dissatisfied students are divided into three groups’ i.e. direct
8 complainers, indirect complainers and silents. Quantitative research has been conducted with the sample size of 200 students belonging to Bahria University in Islamabad. Moreover model tested, consists of ten variables which include normative influence, perceived justice, emotions, switching cost, causal attribution, empowerment, instructional dissent, satisfaction, magnitude of service failure and repurchase intention.
