Conceptual Model for Exploring the Factors which Impact Reaching the Voice of Customers

Since the voice of customer (VoC) could be core importance for an organisation's success, it is high significance to identify motivating and demotivating factors that influence customers' intention provide or not feedback on service quality. This study aims observe how awareness issue providing feedback, personal beliefs impact expectations from company, organisational culture decision leave feedback. To explore chosen online survey was conducted Structural Equation Modeling (SEM) analysis employed. The results show have a positive while company negative such behaviour. presented conceptual model might novel viewpoints into which behaviour regarding their decisions initiate further studies topic VoC.