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Journal articles on the topic 'Consumer complaints'
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H.A. Bijmolt, Tammo, Eelko K.R.E. Huizingh, and Adriana Krawczyk. "Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet." Internet Research 24, no. 5 (September 30, 2014): 608–28. http://dx.doi.org/10.1108/intr-03-2012-0056.
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Purpose – The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels. Design/methodology/approach – Using survey data from large consumer samples from 15 European countries, the authors classify consumers according to: whether they had negative experiences with online purchases, whether they complained, and whether they were satisfied with the complaint handling. A logistic regression analysis assesses the effects of these experiences on repurchase intentions. Findings – Remarkable differences arise among the consumers with respect to intentions to repurchase on the internet. Consumers with negative experiences who complained expressed higher repurchase intentions than consumers with no reason to complain and also than consumers who had negative experiences but did not complain. Yet the highest repurchase intentions arose among consumers who complained and expressed satisfaction with the complaint handling, in support of the service recovery paradox in an online setting. Originality/value – This project is one of the first empirical studies of the consequences of dissatisfaction and complaints related to online purchase behaviour.
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Kusumanugraha, Yaffi Arrizki. "The Evaluation of Foreman Competency Suitability on Consumer Complaints." Jurnal Teknik Sipil dan Perencanaan 20, no. 2 (November 29, 2018): 117–22. http://dx.doi.org/10.15294/jtsp.v20i2.16172.
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Abstract. The construction industry is one of the most developed industries around the world. Similar to the housing construction industry, consumers who buy a house on the developers sometimes have a complaint about the units they buy. Because of the consumer complaints, the developers expend more money to use the services of foreman complaints. Quality of foreman complains determines the result of consumer complaint work. Elements of competence that affect the performance of the foreman complain were analyzed using SPSS and descriptive percentage. Descriptive method of percentage of frequency calculated in percent. The elements analyzed are the skills competence, the work experience competence, the discipline competence and the wage competency. The results of the research showed that the elements that affected the foreman complaints are the skills competence 88.56%, the work experience competence 85.56%, the skills competence 88.56% the discipline competence 89.07% and the wage competency 89.73%. The strategies that must be implemented to improve the performance of the foreman complain are to supervise the continues improvement of the team owner, and also repeat orders according to the portion (the foreman capacity), selecting the workman or labor that will be used by the foreman to do a job and also make a skill assessment from the foreman and his team, conducting training programs for the foreman and the craftsman can also be a strategy to improve the performance of the foreman complain.
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Allsop, Judith, and Kathryn Jones. "Withering the Citizen, Managing the Consumer: Complaints in Healthcare Settings." Social Policy and Society 7, no. 2 (April 2008): 233–43. http://dx.doi.org/10.1017/s1474746407004186.
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This paper considers concepts of citizenship and consumerism in light of complaints about healthcare, which have risen since the early1990s, due to a greater willingness by the healthcare user to complain, and also the reforms in complaint systems. The narrow legal model for dealing with complaints has been replaced by a managerial model based on corporate sector practice that views complaint handling as a way of retaining customers and organisational learning. The managerial model has proved difficult to embed into the English NHS and has been superposed with a centralised regulatory system that aims to manage performance while also being responsible for reviewing, complaints and being responsive to complainants. It is argued that this may have positive consequences in terms of improving healthcare quality but more negatively, the promotion of consumerism within complaints processes has led to a loss of the right to due process and public accountability.
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Lee, Sang Yeal, Ji Young Lee, Hongmin Ahn, and Jang Ho Moon. "How implicit mindset influences consumers’ perception of company engagement with product complaints online." Social Behavior and Personality: an international journal 47, no. 10 (October 22, 2019): 1–9. http://dx.doi.org/10.2224/sbp.8451.
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Consumer complaints posted on social media can quickly escalate a problem to become a crisis for a company. Although many companies engage with consumer complaints on various social media platforms, understanding of the mechanisms underlying consumer perceptions of such engagement remains limited. Thus, we examined how company engagement and consumers’ implicit mindset (i.e., implicit beliefs about the nature of human traits) influences consumer attributions regarding complaints posted online. Through an experiment (N = 356 participants) we showed that (a) company engagement with consumer complaints led to positive responses, potentially reducing the likelihood that negative events will become crisis situations, and (b) this effect was mediated by consumer perception of company responsibility. Further, the mediated relationship between company engagement and outcome of responding to complaints through the degree of perceived company responsibility was contingent on the consumers’ mindset (i.e., a moderated mediation effect), showing the importance of consumers’ implicit mindset to online complaint behaviors.
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Irene Waine, Andreasta Meliala, and Valentina Dwi Yuli Siswianti. "PENANGANAN KOMPLAIN DI RUMAH SAKIT." Jurnal Manajemen Pelayanan Kesehatan (The Indonesian Journal of Health Service Management) 23, no. 04 (March 18, 2022): 127–32. http://dx.doi.org/10.22146/jmpk.v23i04.4253.
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Background: Complaint management is a strategy used by agencies in dealing with consumer complaints. Seeing consumer complaintsis an opportunity for agencies to retain consumers. Through an effective complaint handling process, information from customerswill be obtained as input in improving and developing agency service activities. Complaints are a form of dissatisfaction with informationor services received. Thus, complaints can solve customer dissatisfaction problems in hospital services to improve hospital quality.Objective: This study aims to evaluate the effectiveness of handling complaints at the Panti Rapih Hospital.Methods: This research is qualitative. Subjects in the study were ten officers who often handled complaints. The study was conductedin May-June 2019 at Panti Rapih Hospital.Results: The availability of supporting facilities is adequate, including complaint channels via SMS, email, via telephone, suggestionbox, complaint sheet. All staff have received training in effective communication. The flow and procedures for handling complaintshave been maximized. However, their many complaints are still repeated. The process of monitoring and evaluating complaint handlingreporting documentation has been running optimally. The response time for handling complaints is perfect because all casesare handled on average 1x24 hours, the response time reaches 95%.Conclusion: The handling of complaints at the Panti Rapih Hospital has been maximized but ineffective. The handling is not yet effectivebecause the information system process does not support the complaint handling process, for example, the delivery of information topatients who have not been able to in real-time. The mechanism for handling complaints is carried out by submitting complaints verballyand in writing to the maximum extent.
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Koekemoer, Michel M. "Consumer Complaints And Complaint Forums Employed In The South African Motor Vehicle Service Industry: A Survey Of The Literature." Journal of Applied Business Research (JABR) 30, no. 3 (April 24, 2014): 659. http://dx.doi.org/10.19030/jabr.v30i3.8551.
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<p>A South African consumer who owns a motor vehicle will need to have it serviced at a motor vehicle service dealership. The level of service experienced by consumers is not always satisfactory, leaving the consumer dissatisfied and wanting to complain about the poor service. The complaint forums available to South African consumers can roughly be divided into two categories, namely those established under South African law (which include the National Consumer Tribunal; the National Consumer Commission; the Motor Industry Ombud of South Africa; a consumer court; an alternative dispute resolution agent; and an ordinary court); and other traditional complaint forums (which include complaint websites and complaints made to the dealer directly). When deciding on the most appropriate complaint forum, consumers must consider the following factors: the cost of and time spent on the complaint process; the complexity of the rules and procedures associated with each complaint forum; the effective functioning of each forum; and the relief that the consumer can expect to receive from the complaint forum. This study found that when measured against these factors, consumers are left with few viable complaint forums. The structure and functioning of the existing complaint forums remains far from perfect. However, inroads have been made to improve the current complaint forums. Further improvements will only be achieved through a concerted effort by all the industry players. Such collaboration between them will ensure that South African consumers in the motor vehicle service industry will be ranked amongst the best protected consumers in the world.</p>
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Yüncü, Deniz, and Hilmi Rafet Yüncü. "Social network analysis of e-complaints in fast food sectors in Turkey." International Journal of Human Sciences 12, no. 2 (July 13, 2015): 235. http://dx.doi.org/10.14687/ijhs.v12i2.3323.
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<p>Complaint is defined as an act of reflecting a dissatisfying situation to other side. Consumers act differently while they are expressing their dissatisfaction. Consumer complaints constitute an important feedback mechanism for companies. Thanks to these feedbacks, the firms get a chance to correct the mistake in the process of production and to produce a more satisfying product. Consumers express their complaints about the dissatisfying processes through feedback to the firm, expressing them to their friends, or resentment. With the developments in the Internet technology, it is seen that complaints have become widespread. Consumers let more people know about their complaints by expressing them in the internet environment. Therefore, the firms should attach importance to e-complaints and tolerate the dissatisfaction of their consumers. Although there are some studies about consumer complaints in the tourism area, there are not any studies about fast-food agencies. For this reason, it is aimed to categorize the fast-food agencies in www.sikayetvar.com.</p>
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Coney, Sandra. "Direct-to-Consumer Advertising of Prescription Pharmaceuticals: A Consumer Perspective from New Zealand." Journal of Public Policy & Marketing 21, no. 2 (September 2002): 213–23. http://dx.doi.org/10.1509/jppm.21.2.213.17592.
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New Zealand is one of only two countries in the world that allows direct-to-consumer (DTC) advertising. Such advertising has increased dramatically since the mid-1990s, and a wide range of promotional activities currently takes place. Compliance with the legislation occurs through an industry body that hears complaints over alleged breaches. The weakness of the organized consumer sector in the country means there is a paucity of complaints, yet a self-regulating system is reliant on complaints for compliance. The author describes the unsatisfactory experience of taking a complaint and examines the argument that DTC advertising provides consumers with important information. The author measures DTC advertising against criteria for quality health information and finds it wanting.
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Giawa, Mery Oktavia, and Meita Sondang Riski. "Analisis Kepuasan Konsumen pada Foto Copy Kurnia Jaya Sangatta." Jurnal EKSIS 18, no. 1 (November 17, 2022): 1–11. http://dx.doi.org/10.46964/eksis.v18i1.294.
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The purpose of this study was to analyze consumer satisfaction on Photocopy of Kurnia Jaya Sangatta. The analysis uses descriptive statistics where the data is processed using SPSS version 21. The results of the study are proven from 96 respondents who answered the questions asked, the average answer was satisfied. In terms of data validity and reliability, the results of the study show that all indicators of satisfaction variables given a photocopy of Kurnia Jaya Sangatta proved valid and reliable. The conclusion of this study is that consumers feel satisfied while using the photocopy service of Kurnia Jaya Sangatta, both seen from the photocopying results and the services provided. This consumer satisfaction can be seen from the average respondents' answers above 49% answered satisfied. In terms of consumers wanting to use photocopying services and wanting to recommend, the average respondent's answers above 45% answered that they were willing. As for the problem of complaints or complaints, the average respondent's answers above 47% answered that they did not want to complain and if there were consumers who complained, consumers believed that the Kurnia Jaya shop owner was willing to accommodate their complaints.
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A. R. Kanagaraj, A. R. Kanagaraj, S. Tamilmani S. Tamilmani, and S. Archana S. Archana. "Procedure To Lodge Consumer Complaints." Paripex - Indian Journal Of Research 2, no. 3 (January 15, 2012): 43–44. http://dx.doi.org/10.15373/22501991/mar2013/16.
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Hamdan. "CRM in handling Complaint: the Use of Consumer feedback Column in Raising Consumer Trust and Intention To Buy." Britain International of Humanities and Social Sciences (BIoHS) Journal 5, no. 2 (September 24, 2023): 164–71. http://dx.doi.org/10.33258/biohs.v5i2.989.
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The result states Citrus Hill Farm. perform a Customer Relationship Management (CRM) strategy in handling complaints through a customer data collection process, customer data analysis, data collection on complaints that can be detrimental. From the consumer's point of view, in-depth interviews were conducted with (1) product evaluation, (2) the price of submitting a complaint,(3) speed of handling complaints, (4) level of consumer satisfaction after filing a complaint. complaint. The results show that Citrus Hill maintains and increases consumer trust by using a Customer Relationship Management (CRM) strategy and handling any complaints quickly. Citrus Hill has product advantages in the form of plant seeds and other agricultural products as well as the ease of purchasing goods online. In terms of handling consumer complaints, Citrus Hill handles them quickly and satisfactorily so as to increase trust and purchase of Citrus Hill products
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Jones, Judith A., Terri A. Meehan-Andrews, Karly B. Smith, John S. Humphreys, Lynn Griffin, and Beth Wilson. ""There's no point in complaining, nothing changes": rural disaffection with complaints as an improvement method." Australian Health Review 30, no. 3 (2006): 322. http://dx.doi.org/10.1071/ah060322.
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Objective: To validate earlier findings that lack of access to health services is the most likely issue of complaint by rural consumers, and that lack of knowledge about how to make effective complaints and scepticism that responses to complaints bring about service improvement account for the under-representation of complaints from rural consumers. Design: Unaddressed reply-paid mail survey to 100% of households in small communities, and 50%, 20% or 10% in progressively larger communities. Setting: Eight communities in the Loddon-Mallee region of Victoria. Participants: 983 householders most responsible for the health care of household members, responding to a mailed questionnaire. Main outcome measures: Issues of complaints actually made; issues of unsatisfactory situations when a complaint was not made; reasons for not complaining; to whom complaints are made; and plans for dealing with any future complaint. Results: Earlier findings were confirmed. Lack of access to health services was the most important issue, indicated by 54.8% of those who had made a complaint, and 72% of those who wanted to but did not. The most common reason given for not complaining was that it was futile to do so. Lack of knowledge of how to make effective complaints which might contribute to the quality assurance cycle was evident. Conclusions: Rural consumers? disaffection with health complaints as a means to quality improvement poses a significant barrier to consumer engagement in quality assurance processes. Provider practices may need to change to regain community confidence in quality improvement processes. CONSUMER VIEWS ABOUT the quality of health services provide a valuable source of information to those concerned with accountability and quality assurance in service provision.1,2 When such views are expressed as complaints which are responded to in ways which focus on quality improvement rather than allocation of blame, opportunities may arise to improve the quality of health services for all consumers.3,4
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Laruccia, Mauro Maia, and Dalton Tria Cusciano. "Analysis of brazilian consumer dissatisfaction with purchases in physical and online stores between 2016 and 2023." Brazilian Journal of Development 10, no. 7 (July 25, 2024): e71512. http://dx.doi.org/10.34117/bjdv10n7-054.
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This study analyzes consumer dissatisfaction in Brazil through 7.4 million complaints filed between 2016 and 2023 on Consumidor.gov.br related to purchases in physical and online stores. Descriptive statistics and chi-square tests reveal key demographics and complaint features. All null hypothesis was rejected. Men aged 31-40 from the Southeast, particularly São Paulo, dominate complaints. Financial services, telecommunications, and transportation top complaint categories. Most complaints were filed in 2021 and successfully resolved on the platform. Notably, a significant portion of consumers contested their complaints, highlighting potential post-purchase dissatisfaction beyond initial resolutions. This study reveals that exist variance concerning consumer expectations and the characteristic of the product or service brought by the respondent company. By understanding causes of dissatisfaction, it becomes possible to seek developments in the products and services offered to elevate overall post-purchase satisfaction levels.
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Kabare, Ndung’u, Anne Wairimu Mwangi, and Kenneth Wanjau. "Influence of Consumer Complaints Handling On Consumer Satisfaction in Dairy Milk Processors in Kenya." International Journal of Research in Business and Social Science (2147-4478) 8, no. 1 (February 24, 2019): 36–49. http://dx.doi.org/10.20525/ijrbs.v8i1.187.
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The purpose of this study was to assess the influence of consumer complaints handling on consumer satisfaction in dairy milk processors in Kenya. The study population was 384 consumers from 15 major supermarkets chains in Kenya. Primary data was sought from consumers of processed dairy milk using a semi-structured self-administered questionnaire employing a mixed methods research design. Descriptive and regression analysis and regression analysis were conducted with the help of SPSS software. Majority of the respondents disagreed that their complaints were handled so well to their expectation. Respondents also disagreed that merchandisers were receptive to their complaints as consumers to their satisfaction. The results showed a weak positive relationship between complaints handling and consumer satisfaction. The beta value of the computed (composite index) scores of consumers’ complaints handling was 0.027 with a t-test value of 1.026 and significance level of 0.306. Dairy milk processors in Kenya had poor consumer complaints handling mechanisms. However this seemed to have no reduction in consumer satisfaction in the products in question. The study recommended that dairy milk processors in Kenya had poor consumer complaints handling mechanisms.
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Dwi, Rosmawati, Sinudarwati Sinudarwati, and Fika Regita Trismiyanto. "PERANCANGAN SYSTEM INFORMASI PENANGANAN KELUHAN KONSUMEN BERBASIS WEB PADA PT. INDUSTIRA BATU CEPER TANGERANG." Journal CERITA 5, no. 2 (August 1, 2019): 135–45. http://dx.doi.org/10.33050/cerita.v5i2.239.
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PT Industira is one of the companies engaged in manufacturing Disassembly power panel (Disribution Board) for TL lamp lighting. To improve costumer service, PT Industira provides Quality Assurance & Customer Service Team Leader (QA & CS TL) as a container to accommodate various complaints handling provided by consumers. Based on the current system obtained the results that the system there are still some disadvantages are all still done manually that need a more accurate new system that is a web-based consumer complaint information system that uses PHP programming with Notepad ++ and MySql database creation. From the process is generated a web-based consumer complaints system that can reduce the ineffectiveness and inefficiency in the delivery of complaints, grievance shelter, data processing complaints, decision makers to the preparation of complaints so that the entire process of handling complaints properly monitored.
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Sulistyowati, Endah, and Danny Wibowo. "Consumer Complaint Behavior (CCB) of Jombang Health Card (KJS) for increasing health facility service." Journal of Economics, Business & Accountancy Ventura 18, no. 1 (June 2, 2015): 121. http://dx.doi.org/10.14414/jebav.v18i1.388.
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The purpose of this study is to see and assess why they complaint, how to make complaints and alternative for patients complain KJS (Jombang Health Card) users, as such information from various forms of complaint can be used to improve health care strategy hospital. This is an exploratory and qualitative research using Focus Group Discussion (FGD) towards 20 people. It was found that the reason KJS users complain services is due to factors that include poor service, poor facilities, the be-ginning of a long process and product factors include: the availability of drugs, limited room space and time limits hospitalization. The second factor is a fatal loss, allowing participants to have a longer hierarchy levels due to passing through a more complicated procedure. Complaints and personality types of participants affect the nature of the expectations expressed through the submission of a complaint. The results include the results of the settlement of complaints received by the partici-pants, and satisfaction evaluation with the settlement. Generally poor service stimu-lates participants to convey a simple complaint in connection with suggestions or criticism to improve services and hospital management.
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Rahayu, Rahayu. "CONSUMER COMPLAINT BEHAVIOR (CCB) PELANGGAN MINIMARKET DI JOMBANG." EKUITAS (Jurnal Ekonomi dan Keuangan) 15, no. 1 (February 8, 2017): 84. http://dx.doi.org/10.24034/j25485024.y2011.v15.i1.2279.
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The business development are getting very competitive especially in retail…….; the businessman must be responsive to the customers complaint and handle the unsatisfied service given. In this research, the categorized of cause of complaint are: the price labeling, the miscalculated by cashier, the services and products problems. Alternative of Cunsomer Complaint Behavior which is taken by the customers influenced by simple complaints and asking compensation to fix demographic factors or some situation of CCB is also influence by choosing complaints alternatives. Some alternatives action of CCB done by the customers with dissatisfactions are : complaining by phone, meeting cashiers directly (the most popular alternative), meeting the retail employees, meeting the customer service representative, calling the retail company to obtain the procedure on how to complain, meeting the supervisor, complaining by mass media (radio, newspapers), using the mediation service by the consumers complaint service. Customers have many CCB hierarchies, however, the procedures and actions intensity are varies. The action intensity is the next step of hierarchy and the situational to the customers. The economics and psychological factor is the most basic consideration to differentiating steps of CCB which need for the customers doing complaint.
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Armstrong, Christine, Alicia Kulczynski, and Stacey Brennan. "For all to see: social risk and observable complaining on Facebook." European Journal of Marketing 56, no. 1 (October 14, 2021): 31–71. http://dx.doi.org/10.1108/ejm-07-2020-0517.
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Purpose Online consumer complaint behaviour that is observable to other consumers provides the firm with an opportunity to demonstrate transparency and service quality to the public eye. The purpose of this paper is to assist practitioners with a strategy to increase perceived accommodativeness in complaint management on social media and reduce the social risk associated with online consumer complaint behaviour using a social exchange theory perspective. Design/methodology/approach Six online experiments with 1,350 US Facebook users were conducted to investigate the effect of supportive and non-supportive virtually present others, and employee intervention on a consumer’s choice to complain, likelihood to make an observable complaint (on the Facebook page) and likelihood to make a non-observable complaint (via Facebook Messenger). The mediating role of perceived accommodativeness and subsequent social risk is also examined. Findings Supportive comments made to the complainant by virtually present others were found to influence participants’ decision to complain, heighten participants’ likelihood to complain about the Facebook page and reduce their likelihood to complain via Facebook Messenger. This effect was reversed in the presence of non-supportive virtually present others and was explained by perceived social risk. Further, a participant’s likelihood to complain about the Facebook page was increased when an employee intervention was directed at a non-supportive comment made to a complainant, by a virtually present other. This effect was explained by the perceived accommodativeness of the employee interaction. Research limitations/implications The findings advance research on online consumer complaint behaviour by investigating how employee intervention can be used to increase the likelihood of an observable complaint. This research is limited in that it does not incorporate individual characteristics, such as introversion/extroversion and propensity to respond to peer pressure, which may affect participant responses. Practical implications This research shows that perceptions of social risk are most effectively reduced by employee intervention directed at a non-supportive comment (made to a complainant) of a virtually present other. Consumer complaint management strategies aimed at minimising perceptions of social risk and encouraging observable online complaint behaviour are proposed. Originality/value This research extends the consumer complaint behaviour taxonomy by introducing the term “observable complaining”, that is, visible complaints made on a Facebook page, and broadens understanding of the organisation’s role in managing non-supportive virtually present others to assuage perceptions of social risk in potential complainants.
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Rohmayati, Nita Selvia, and Rachmad Hidayat. "Impact of Service Quality and Complaint Management on Customer Satisfaction Case Study from E-Commerce Marketing Client Lazada." SHS Web of Conferences 149 (2022): 03012. http://dx.doi.org/10.1051/shsconf/202214903012.
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The purpose of this study was to clarify (1) the impact of service quality on Lazada user satisfaction, (2) the impact of complaints handling on Lazada user satisfaction, and (3) the impact of satisfaction of users on the loyalty of Lazada users. The study measures service quality, complaint handling and customer satisfaction as precedent to influence consumer loyalty. The sample for this study was 130 consumers who shopped on Lazada. All data studied were analysed with a structural equation model using the PLS Wrap computer program. The main findings of this study were that the quality of service had a significant positive effect on consumer satisfaction, the handling of complaints also had a significant positive effect on consumer satisfaction and consumer satisfaction and consumer loyalty. It has been shown to produce results that have a positive effect The final conclusions of the consumer retention survey can be recommended as having important management implications. The researchers believe that the approach used in this study can help companies gain insights into the relative contribution of each specific aspect of complaint management to customer satisfaction and retention.
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Peterson, Lindsay, John Bowblis, Dylan Jester, and Kathryn Hyer. "The Association of Nursing Home Staffing Levels With Consumer Complaints." Innovation in Aging 4, Supplement_1 (December 1, 2020): 699–700. http://dx.doi.org/10.1093/geroni/igaa057.2454.
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Abstract Nursing homes (NH) are inspected annually, however, residents and others can file complaints any time. Complaints are critical to NH oversight. Another important quality factor is staffing. Our objective was to examine the association of complaints and staffing levels in a 2017 sample of 14,194 freestanding NHs. We used federal data on NH complaints, quality, staffing, and other characteristics. The outcomes were having received at least one complaint (or not) and numbers of complaints. Using logit and negative binomial regression, controlling for facility and resident characteristics, we found greater registered nurse, nursing assistant, and social services staffing were associated with fewer complaints. Interestingly, licensed practical nurse (LPN) staffing was associated with a higher likelihood of receiving a complaint. Results are consistent with literature on nurse staffing and quality. LPN results raise questions about substituting LPNs for RNs. The social services results show social services staffing may be important for quality.
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Bai, Shizhen, Zejun Liu, and Yang Lv. "Evolutionary Game Analysis of Consumer Complaint Handling in E-Commerce." Discrete Dynamics in Nature and Society 2022 (April 19, 2022): 1–15. http://dx.doi.org/10.1155/2022/3792080.
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Untimely complaint handling can affect the reputation of the e-commerce platform and lead to customer loss, which is not conducive to the sustainable development of the e-commerce industry. To address the problem of untimely handling of consumer complaints, based on the evolutionary game theory, the e-commerce dispute mediation platform is introduced, the authenticity of consumer complaints and the probability of e-commerce platform to be in the mediation platform are considered, a tripartite evolutionary game model of consumer-mediation platform-e-commerce platform is constructed, and the problem of which strategy the mediation platform and e-commerce platform choose to handle consumer complaints is studied. Numerical simulation and simulation analysis are conducted using MATLAB 2020b, and corresponding suggestions are given. The research results show that under certain conditions when the probability of mediation platform and e-commerce platform positively handling complaint increases or the penalty for consumer distortion complaint increases; when the probability of consumer’s real complaint increases, the probability of mediation platform positively handling complaint increases; the consumer tend to choose real complaint, the mediation platform tends to choose positively handling strategy, the e-commerce platform positively enters the mediation platform, the mediation platform and consumer’s behavior to the reputation of the e-commerce platform increases, which can promote the e-commerce platform to positively handle the consumer complaint.
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Kerti, N. G. N. Renti Maharaini. "Consumer protection institutions strengthening in the digitalization era." Indonesian Journal of Multidisciplinary Science 3, no. 1 (October 25, 2023): 55–63. http://dx.doi.org/10.55324/ijoms.v3i1.675.
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Consumer protection laws have been in effect in Indonesia for 23 years, but consumer complaints seem to never end and even tend to increase. According to National Consumer Protection Agency (BPKN) complaint data, the three sectors with the most consumer complaints in the last five years have been financial services, e-commerce, and housing, as well as health services, transportation, telecommunications, food and beverage, cosmetics, and household gas electricity. Business transactions and dispute resolution are affected by information and technology improvements. Since the disruptive transaction system has transitioned from manual transaction patterns in traditional markets to digital transactions in online marketplaces, institutional strengthening of consumer protection is urgently needed. Strengthening consumer protection institutions is a genuine problem in the context of future consumer protection laws. Economic policy is measured not only by increasing output but also by increasing public consumption as a result of consumer confidence in the goods and/or services available on the market, which ultimately drives the rate of productivity growth to realize the welfare of Indonesian consumers. The importance of strengthening consumer protection institutions as a form of development and certainty of legal protection for consumers to realize consumer empowerment both individually and communally, as well as business actor compliance as an internal form of good corporate governance in consumer-centric change management governance.
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LI, XIAOLONG, AMANDA C. SAPP, NITYA SINGH, LAURA MATTHIAS, CHAD BAILEY, JAMIE DeMENT, and ARIE H. HAVELAAR. "Detecting Foodborne Disease Outbreaks in Florida through Consumer Complaints." Journal of Food Protection 83, no. 11 (June 18, 2020): 1877–88. http://dx.doi.org/10.4315/jfp-20-138.
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ABSTRACT The Florida Complaint and Outbreak Reporting System (FL-CORS) database is used by the Florida Department of Health's Food and Waterborne Disease Program as one of the tools to detect foodborne disease outbreaks (FBOs). We present a descriptive and spatial network analysis of FL-CORS data collected during 2015 to 2018. We also quantified FBOs that were investigated and confirmed because of a filed complaint and the etiological agents involved in these outbreaks. An increasing number of unique complaints filed in FL-CORS was observed during 2015 to 2018, with a sharp increase during 2017 to 2018 and a different seasonal pattern in 2018. The preferred mechanism of reporting varied by age group, with younger people more frequently filing complaints online and older people preferring reporting in person or by phone. Spatial network analysis revealed that 87% of complaints had the same county of residence and county of presumed exposure. Frequency of complaints was negatively associated with linear distance between place of residence and place of exposure at the zip code level. Counties located in North and Central Florida, as well as some coastal areas in South Florida, had higher incidence rates of complaints. Those counties tend to have a large population density, and some are popular vacation destinations. On average, 96 FBOs were reported in Florida annually, of which 60% were confirmed with successful identification of the causative agent. The 56% of the confirmed FBOs were triggered by a complaint. Throughout the years, 2.4 to 2.8 FBOs and 1.4 confirmed FBOs were identified per 100 complaints. Ciguatera toxin was the cause of 40% of all FBOs in Florida, and only 28% of outbreaks were detected through complaints. In contrast, complaints were the main source of identifying outbreaks of norovirus, nontyphoidal Salmonella enterica, and scombroid food poisoning, as well as rare outbreaks of Clostridium perfringens, Cryptosporidium spp., Shigella spp., and Vibrio vulnificus. HIGHLIGHTS
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Breen, Juanita L., Kathleen V. Williams, and Melanie J. Wroth. "Medication-Related Complaints in Residential Aged Care." Pharmacy 11, no. 2 (March 23, 2023): 63. http://dx.doi.org/10.3390/pharmacy11020063.
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Complaints reflect a person’s or family’s experience within the aged care system and provide important insight into community expectations and consumer priorities. Crucially, when aggregated, complaints data can serve to indicate problematic trends in care provision. Our objective was to characterize the areas of medication management most frequently complained about in Australian residential aged care services from 1 July 2019 to 30 June 2020. A total of 1134 complaint issues specifically referenced medication use. Using content analysis, with a dedicated coding framework, we found that 45% of these complaints related to medicine administration processes. Three categories received nearly two thirds of all complaints: (1) not receiving medication at the right time; (2) inadequate medication management systems; and (3) chemical restraint. Half of the complaints described an indication for use. These were, in order of frequency: ‘pain management’, ‘sedation’, and ‘infectious disease/infection control’. Only 13% of medication-related complaints referred to a specific pharmacological agent. Opioids were the most common medication class referred to in the complaint dataset, followed by psychotropics and insulin. When compared to complaint data composition overall, a higher proportion of anonymous complaints were made about medication use. Residents were significantly less likely to lodge complaints about medication management, probably due to limited engagement in this part of clinical care provision.
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Purohit, H. C., Deepali Tomar, Kumar Arijit, and Vivek Dabral. "Regression Analysis of the Court Complaints in the District Consumer Forums of Uttrakhand, India." Delhi Business Review 23, no. 1 (2022): 73–86. http://dx.doi.org/10.51768/dbr.v23i1.231202207.
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Purpose: The current study aims to understand consumer complaints trends in district courts of the newly constructed state of Uttarakhand. Design/Methodology/Approach: A descriptive study was conducted to test the research framework. The secondary data on the consumer complaints filed with district consumer courts of Uttarakhand for 2006-2017 was considered for the study. Regression analysis was employed to understand consumer complaint behaviour trends concerning literacy and pendency rates. Findings: Trend analysis demonstrated that new cases filed with district consumer courts are higher in plain areas (Dehradun, Haridwar & Udham Singh Nagar). Regression analysis depicted a significant negative relationship between the case pendency rate and the number of new cases filed. The relationship between literacy rate and the number of new cases filed was not significant. Managerial Implications: Present study reinforces the significance of consumer courts in addressing to redressal of consumer complaints. It suggests firms and organizations address customers redressals properly; else, customers will take them to court. At the same time, it warns consumer courts about the increasing pendency of cases and urges them to take proper remedial actions. Originality/Value: The study highlighted the role of Third-party action in consumer complaint behaviour and provided an overview of consumer courts' performance and efficiency in 13 districts of Uttarakhand.
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Wijaya, Angga Pandu, Widya Prananta, and Made Virma Permana. "PERAN KEADILAN PROSEDURAL DAN KEADILAN ANTAR PRIBADIDALAM MENENTUKAN KEBERHASILAN DAN KEPUASAN PENANGANAN KOMPLAIN." Jurnal Bisnis Terapan 7, no. 1 (June 30, 2023): 21–32. http://dx.doi.org/10.24123/jbt.v7i1.5335.
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Service companies often face complaints due to the challenges of providing standardized services. Unlike manufacturers that produce standardized products using machines, service companies are more susceptible to consumer complaints. Procedural justice and interpersonal justice are factors that determine the success rate of complaint handling. This study aims to examine the impact of procedural justice and interpersonal justice on complaint satisfaction through complaint handling. The study adopted a quantitative approach and involved a sample of 181 respondents, specifically consumers who have filed complaints with service companies. The test results demonstrate that both procedural justice and interpersonal justice significantly influence the effectiveness of complaint handling. The research also confirms that complaint satisfaction is influenced by both procedural justice and interpersonal justice. The study's findings indicate that successful complaint handling partially mediates the relationship between procedural justice, interpersonal justice, and complaint satisfaction. This research underscores the importance of procedural justice and interpersonal justice for service companies. They should prioritize complaint handling to establish customer loyalty and prevent negative word-of-mouth.
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LI, JOHN, KIRK SMITH, DAWN KAEHLER, KAREN EVERSTINE, JOSH ROUNDS, and CRAIG HEDBERG. "Evaluation of a Statewide Foodborne Illness Complaint Surveillance System in Minnesota, 2000 through 2006." Journal of Food Protection 73, no. 11 (November 1, 2010): 2059–64. http://dx.doi.org/10.4315/0362-028x-73.11.2059.
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Foodborne outbreaks are detected by recognition of similar illnesses among persons with a common exposure or by identification of case clusters through pathogen-specific surveillance. PulseNet USA has created a national framework for pathogen-specific surveillance, but no comparable effort has been made to improve surveillance of consumer complaints of suspected foodborne illness. The purpose of this study was to characterize the complaint surveillance system in Minnesota and to evaluate its use for detecting outbreaks. Minnesota Department of Health foodborne illness surveillance data from 2000 through 2006 were analyzed for this study. During this period, consumer complaint surveillance led to detection of 79% of confirmed foodborne outbreaks. Most norovirus infection outbreaks were detected through complaints. Complaint surveillance also directly led or contributed to detection of 25% of salmonellosis outbreaks. Eighty-one percent of complainants did not seek medical attention. The number of ill persons in a complainant's party was significantly associated with a complaint ultimately resulting in identification of a foodborne outbreak. Outbreak confirmation was related to a complainant's ability to identify a common exposure and was likely related to the process by which the Minnesota Department of Health chooses complaints to investigate. A significant difference (P < 0.001) was found in incubation periods between complaints that were outbreak associated (median, 27 h) and those that were not outbreak associated (median, 6 h). Complaint systems can be used to detect outbreaks caused by a variety of pathogens. Case detection for foodborne disease surveillance in Minnesota happens through a multitude of mechanisms. The ability to integrate these mechanisms and carry out rapid investigations leads to improved outbreak detection.
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Ito, T., T. Okumura, and M. Yamamoto. "The Relationship between Concentration and Sensory Properties of 2-Methylisoborneol and Geosmin in Drinking Water." Water Science and Technology 20, no. 8-9 (August 1, 1988): 11–17. http://dx.doi.org/10.2166/wst.1988.0218.
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The study of the relations between the senses of smell and taste and odorant concentration is important for the solution of odor problems. The threshold concentrations of odor and taste (TOC, TTC) of 2-methylisoborneol (MIB) and geosmin were measured by the non-forced choice triangle method using 12-20 panelists. Both TOC and TTC were found to be functions of water temperature and the concentration of residual chlorine. The TOC and TTC of mixed samples were rather lower than the concentrations calculated from the mixing ratio. The sensitivities of the consumer panel and the number of musty odor complaints from consumers are related to MIB or geosmin concentration. The ratio of the number of complaints to MIB (or geosmin) concentration decreased after maximum complaint, but the sensitivity of the consumer panel remained the same.
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Tsalikis, John, and Bruce Seaton. "Corporate Social Responsibility: A Cross-National Study of the Treatment of Consumers and Employees." Business Ethics and Leadership 4, no. 2 (2020): 6–15. http://dx.doi.org/10.21272/bel.4(2).6-15.2020.
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Within a CSR framework, this paper reports on an extensive array of studies that explore consumer and employee issues with businesses in 13 countries, including the United States and countries in Eastern and Western Europe, Latin America, Asia, and the Middle East. The relevance of this study is based on the idea that consumer trust and fair treatment of employees are both core components of CSR and vital elements of economic efficiency and satisfaction from both supplier and customer perspectives. The questionnaires included open-ended inquiries which employed the technique of unaided recall, alternatively known as “top of mind” awareness. This method’s strength is that it provides minimum direction to respondents, thus avoiding interviewer bias. The resulting data were examined and classified using the method of content analysis. The results indicate that in Mexico and Argentina most consumer complaints involved price, while in Russia, China, and India consumers complained about aspects of product policy. Only Brazilian consumers registered their major concerns as complaints on service. The complaints about corporate policy focused on the poor treatment of employees. The between-country contrasts were often large; for example, 26% of Japanese respondents expressed concerns about employee issues whereas such complaints were limited to 3% of our Mexican sample. The strength of the current research is the combination of the breadth of the study (13 countries) coupled with the employment of national probability samples. The corresponding limitation stems from the limited depth of inquiry associated with the methodology employed and the inherent complexity of cross-national comparisons. The key implication of the paper is that both customers and employees have numerous complaints regarding the treatment they receive from corporations, but these issues show significant differences between the countries in the sample. In-depth examination of the individual countries is one of several fruitful areas suggested for further research. Keywords: Corporate Social Responsibility (CSR), Consumer Complaints, Price, Product, Service.
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Maryanto, Maryanto, Lathifah Hanim, and Dini Amalia Fitri. "PROCEDURE FOR RESOLVING CONSUMER DISPUTES THROUGH CONSUMER DISPUTE SETTLEMENT AGENCY (BPSK)." International Journal of Law Society Services 1, no. 2 (October 26, 2021): 64. http://dx.doi.org/10.26532/ijlss.v1i2.17822.
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The establishment of the Consumer Dispute Settlement Agency (here and after, we will use the acronym BPSK) is to protect consumers and entrepreneurs by designing a Consumer Protection system that contains legal certainty and transparency. The purpose of this study was to determine the procedure for resolving consumer disputes through BPSK. This research uses doctrinal and non-doctrinal approaches. The result of the research is that the procedure for resolving consumer disputes carried out by BPSK is through 2 (two) processes or paths that must be passed if consumers want to resolve consumer disputes with business actors, namely: Dispute Resolution outside the court, namely the process of making a complaint or claim for losses carried out by business actors to BPSK or Non-Governmental Consumer Protection Agency (LPKSM). From these complaints, BPSK is obliged to issue a decision no later than 21 (twenty-one) working days after the claim is received and Dispute Settlement Through the court, namely the process Consumers who feel aggrieved report to the authorities, namely to the police for follow-up as in the dispute resolution process in court. There are 3 (three) ways to settle consumer disputes, namely conciliation, arbitration, and mediation.
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Maulana, Moggy, and Teuku Saiful Bahri. "LEGAL PROTECTION FOR CONSUMERS DUE TO EXPIRED FOOD PRODUCTS BASED ON LAW NO. 8 OF 1999 CONCERNING CONSUMER PROTECTION." SEIKAT: Jurnal Ilmu Sosial, Politik dan Hukum 2, no. 5 (October 23, 2023): 503–10. http://dx.doi.org/10.55681/seikat.v2i5.958.
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This research is aimed at answering questions about the government's role in protecting consumers. to food products, and the responsibility of producers to consumers in handling consumer complaints related to food products that are not suitable. This is a qualitative research with a normative legal research approach, namely library law research. The procedure in this study was carried out by selecting themes, exploring information, determining research directions, collecting data sources, presenting data, and compiling research reports. Meanwhile, this study used qualitative data analysis techniques based on literature data about research variables. The results of this study indicate that the government's role in protecting consumers against food and beverage products that have expired is to develop consumer protection in Indonesia and to implement law enforcement on applicable laws and regulations.A form of consumer protection provided by the government as a protector of the consumer community and also as a coach for business actors. While the handling of consumer complaints related to the circulation of expired food products is carried out by the Food and Drug Monitoring Agency (BPOM) by opening a service unit that accommodates all consumer complaints.
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Berry, Riley, Sarah Tanford, Rhonda Montgomery, and Alison J. Green. "How We Complain: The Effect of Personality on Consumer Complaint Channels." Journal of Hospitality & Tourism Research 42, no. 1 (September 24, 2014): 74–101. http://dx.doi.org/10.1177/1096348014550921.
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The purpose of this study was to investigate the effect of personality types on consumer complaint channels. Respondents completed a survey that depicted four service failure scenarios, each with 11 possible courses of action. The three personality factors measured against the complaint behavior were locus of control, the California Psychological Inventory measure of sociability and Cattell’s 16 personality factors of relaxed versus tense. Factor analysis revealed three complaint channel dimensions: active, passive, and delayed. Sociability produced more active and less passive complaint behavior. Locus of control interacted with relaxed versus tense on the use of passive and delayed complaints. The findings have implications for recognizing and resolving customer complaints for different personality types.
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Kim, Chulmin, Sounghie Kim, Subin Im, and Changhoon Shin. "The effect of attitude and perception on consumer complaint intentions." Journal of Consumer Marketing 20, no. 4 (July 1, 2003): 352–71. http://dx.doi.org/10.1108/07363760310483702.
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The importance of managing dissatisfied consumers has increased because of severe competition from the introduction of new types of stores, such as online shopping. Focuses on consumers who complain directly to the offending firms because their dissatisfaction provides a firm with the opportunity to improve its customer service. In contrast to studies that examine determinants of complaint behavior to resolve customer dissatisfaction, examines how attitudinal and perceptual variables, influenced by generalized personal factors, affect complaint intention. Performs a path analysis to examine the links among generalized personal antecedents, attitudinal and perceptual mediators, and customer’s complaint intentions. The empirical results confirm that attitudinal and perceptual mediators positively influence complaint intention. Furthermore, three generalized personal antecedents affect attitudinal and perceptual mediators. The empirical results indicate that attitude toward complaining plays a central role in mediating between three generalized personal antecedents and complaint intention. Finally, provides managerial implications that suggest ways firms can manage customers’ complaints to enhance customer satisfaction.
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Syam, Misnar, Ismansyah Ismansyah, Busyra Azheri, and Muhammad Hasbi. "Consumer protection enforcement law characteristics on civil law aspects in Indonesia." Linguistics and Culture Review 5, S2 (December 13, 2021): 1471–81. http://dx.doi.org/10.21744/lingcure.v5ns2.1976.
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Law enforcement on consumer protection reflects the norms or rules of consumer protection law that apply in the community to be obeyed. The use of law enforcement instruments in consumer protection is a civil lawsuit that can be made by consumers, either individually or in groups, non-governmental organizations and the government. Consumer protection is something that is very important, because basically all humans are consumers. This consumer protection has been regulated in Law Number 8 of 1999 concerning Consumer Protection (hereinafter referred to as UUPK). The purpose of this law is to balance the rights and obligations of consumers and actors so as to provide protection to both parties, even though the interests of consumers and business actors are different. This difference in interests can trigger disputes between consumers and business actors. This consumer protection law enforcement can be done in court or out of court. Law enforcement on consumer protection is currently weak and tends to weaken. This can be seen from the number of complaints, complaints and consumer disputes submitted through social media, the voices of readers and those that go to BPSK, BPKN, LPKSM and YLKI, but very few get to the court process.
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Liu, Wenlong, Rongrong Ji, Chen (Peter) Nian, and Kisang Ryu. "Identifying the Types and Impact of Service Provider’s Responses to Online Negative Reviews in the Sharing Economy: Evidence from B&Bs in China." Sustainability 12, no. 6 (March 14, 2020): 2285. http://dx.doi.org/10.3390/su12062285.
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Online consumer complaints are closely related to business reputation and elicit managers’ persistent efforts. However, service providers in the sharing economy (SE) lack the skills to communicate with consumers because most are informal or nonprofessional property owners. This research aims to examine the relationship between service providers’ responses and prospective consumers’ perceived helpfulness in the SE by using bed and breakfasts (B&B) as the sample. Response length and voice are adopted to measure the content quality of B&B’s response to an online complaint. Three types of voices (defensive, formalistic, and accommodative) are identified by analyzing service providers’ responses to negative reviews, among which the accommodative voice with empathic statements is the most effective. An inverted-U curve relationship between response length and helpfulness votes is verified based on cognitive load theory. Moreover, interactive effects between response length, review length, and images are also examined. This study suggests the investigation of online reviews from comprehensive perspectives, as well as the adoption of personalized strategies by SE practitioners to respond to consumer complaints.
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Juliansyah, Firdaus, Yulis Nila Sari, Renada Audri Suhariono, M. Syahrul Munir, Carlos Antonio Lopulalan, Dyva Claretta, and Dian Hutami Rahmawati. "INTERNASIONAL JUANDA DALAM MENJEMBATANI KELUHAN KONSUMEN DI MASA PANDEMI COVID-19." Citizen : Jurnal Ilmiah Multidisiplin Indonesia 2, no. 1 (January 23, 2022): 96–104. http://dx.doi.org/10.53866/jimi.v2i1.39.
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The Covid-19 pandemic is currently a significant polemic in various countries; one of the areas affected is the aviation sector. Juanda International Airport, which is included in this sector, has not been spared the impact caused by the pandemic. Therefore, people who want to take a flight need to find out the information and requirements before leaving. There are not infrequently consumers who complain about this through social media or call centers. This study aims to determine the response and strategy given by Juanda Airport Public Relations to bridge consumer complaints. The methodology used is descriptive qualitative with taking informants using the purposive sampling method. As a reference in the research theory, the Organization-Public Relationship (OPR) consists of four dimensions: control mutuality, trust, satisfaction with a relationship, and commitment to a relationship. This study was conducted to determine Juanda Airport's attitude or public relations strategy in bridging consumer complaints during the Covid-19 pandemic. Based on the results of the study, it was found that the implementation of the activities carried out by public relations at Juanda Airport was following the OPR theory, and in responding to consumer complaints on social media, public relations always prioritized a humanist and persuasive approach, to create relationships and responses between humans, not results from robots
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Mantovani, Reda. "PENGAWASAN HUKUM PIDANA TERHADAP KREDIT PEMILIKAN RUMAH DALAM PERSPEKTIF HUKUM PERLINDUNGAN KONSUMEN." Jurnal Magister Ilmu Hukum 7, no. 1 (August 30, 2023): 87. http://dx.doi.org/10.36722/jmih.v7i1.2316.
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<p><strong>Abstrak</strong><br />Pengaduan konsumen properti tercatat masih menjadi jenis pengaduan yang paling<br />banyak diadukan kepada YLKI. Bahkan, pengaduan terkait perlindungan konsumen<br />properti menempati urutan kedua setelah pengaduan konsumen perbankan. Tujuan<br />penelitian ini untuk menjelaskan hak kewajiban dan Wewenang konsumen dan<br />produsen perumahan sebagai para pihak yang melakukan perjanjian dalam kredit<br />pemilikan rumah dan menjelaskan peraturan perundang-undangan yang ada dalam<br />melindungi konsumen perumahan melalui transaksi kredit pemilikan rumah. Adapun<br />teori yang digunakan dalam menganalisa permasalahan tersebut penulis menggunakan<br />Teori negara kesejahteraan / teori welfare state, Teori keadilan, Perlindungan konsumen<br />dan Hak-Hak Konsumen Properti di Indonesia. Dari hasil penelitian tersebut dapat<br />disimpulkan bahwa kepuasan konsumen menjadi hal penting dalam memenuhi<br />permintaan atas kebutuhan konsumen sebagai pengguna jasa pengembang<br />perumahan. Konsumen perumahan berhak mendapatkan produk konstruksi yang<br />sesuai dengan keinginan sebagaimana tertuang dalam brosur yang<br />ditawarkan/dijanjikan oleh pihak pengembang.<br /><strong>Kata Kunci:</strong> Kasus, Tujuan, Teori, Keadilan</p><p><strong>Abstract</strong><br />Property consumer complaints are still the type of complaint that has received the most<br />complaints from YLKI. In fact, complaints related to property consumer protection rank<br />second after banking consumer complaints. The purpose of this study is to explain the<br />rights, obligations and authorities of consumers and housing producers as parties to<br />agreements on mortgages and explain the existing laws and regulations in protecting<br />housing consumers through mortgage transactions. As for the theory used in analyzing<br />these problems, the authors use the welfare state theory, the theory of justice, consumer<br />protection and property consumer rights in Indonesia. From the results of this study it<br />can be concluded that consumer satisfaction is important in meeting the demand for<br />consumer needs as users of housing developer services. Housing consumers have the<br />right to obtain construction products according to their wishes as stated in the brochure<br />offered/promised by the developer.<br /><strong>Keywords:</strong> Case, Objectives, Theory, Justice.</p>
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Cobb Walgren, Cathy. "Kids complain – do companies respond?" Young Consumers 17, no. 4 (November 21, 2016): 299–320. http://dx.doi.org/10.1108/yc-02-2016-00583.
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Purpose Most of the research on children’s consumer behavior focuses on pre-purchase processes, with brand choice typically being the last stage investigated. This paper aims to examine the outcome of children’s purchase decisions, with an emphasis on dissatisfaction and outcome resolution. Of particular interest was the comprehension level of the corporate communication and the extent to which clear, understandable communication influenced children’s ultimate satisfaction. Design/methodology/approach Eighty-seven children wrote authentic letters of complaint to manufacturers about a recent product purchase. The study examined what happened after the children complained – i.e. how companies responded to children, and how satisfied children were with the resolution and the overall complaint handling process. Two widely regarded readability formulas were used to measure the complexity of the written correspondence. Findings The present study suggests that child complainants are the most concerned with the bottom-line results of their communication efforts. Like adults, they want the problem corrected. Unfortunately, the majority of children did not feel fully satisfied with the corporate complaint handling process. Over one-third of the companies in the sample did not even bother to respond to children’s legitimate complaints, despite the fact that each child specifically asked the company to write back. Those firms which did were more likely to respond with a letter only than with a letter plus add-on. And the corporate letters, by and large, were written at an educational level which would preclude full understanding by the child. Research limitations/implications Because consumer complaint behavior is not randomly distributed in the population, the use of probability sampling was precluded. Published studies which have used consumer complaint letters as the data collection method have relied primarily on convenience sampling. In the present study, judgmental sampling was used to select children participants. Three criteria were applied. Children had to be aged between 10 and 13 years. Children had to have experienced dissatisfaction with a product purchase made over the previous six months. Children could not have taken any public action to resolve their dissatisfaction. But they had to be willing to write a letter of complaint at this point. It was considered of utmost importance that the letters used in this study be authentic. They had to be composed and penned by the children themselves. This criterion, coupled with the fact that the complaints were legitimate, avoided the obvious ethical dilemma associated with the use of fabricated letters. Practical implications It seems ironic that in the present era of consumer consciousness, corporations do not place greater emphasis on truly communicating with their customers, where communication is viewed as a process of establishing shared meaning. How can there be shared meaning when the message sender fails to consider the characteristics of the receiver – characteristics such as age and cognitive development? Businesses may argue that their corporate communication policies and practices are based on a concern for cost efficiency. This argument carries little merit, unfortunately. Even the federal government, through the Plain Writing Act of 2010, acknowledges the importance of using common, everyday words and plain English in all written documents. Social implications On the surface, American businesses state that they welcome customer feedback. The comments of children are more sought after now than ever before, particularly in the area of advertising and new product development. But the results of this study show that companies have a long way to go before they can claim to be truly receiver-oriented in their managerial communication policies. Perhaps this is why consumers – certainly child consumers – are only beginning to believe that when kids complain, companies will respond. Originality/value The vast body of complaint research focuses almost exclusively on adults. Despite their sophistication and marketing literacy, children are not miniature adults. It is not known whether the same models and findings with respect to adult complaint behavior apply to children. Unfortunately, there are very few studies of children’s complaint behavior and corporate responses.
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Lee, Seungsin, Jungkun Park, Hyowon Hyun, Seungyup Back, Sukhyung Bryan Lee, Frances Gunn, and Jiseon Ahn. "Seasonality of consumers' third-party online complaining behavior." Social Behavior and Personality: an international journal 46, no. 3 (March 25, 2018): 459–70. http://dx.doi.org/10.2224/sbp.6724.
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We examined consumer complaining behavior on a third-party website at different times during a 1-year period, with a focus on seasonal differences in complaints made during the year. We collected 1,799 complaints as data from the website and applied both content analysis and critical incident technique to identify whether or not there were seasonal differences in reasons for reporting complaints and the frequency of complaints. Results showed that there were differences in frequency and type of complaint between the nonholiday shopping season and the holiday shopping season from Thanksgiving to Christmas. Our findings contribute to a topic on which there is a paucity of empirical research.
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Sarkar, Sourish, and Balaji Rajagopalan. "Consumer safety complaints and organizational learning: evidence from the automotive industry." International Journal of Quality & Reliability Management 35, no. 10 (November 29, 2018): 2094–118. http://dx.doi.org/10.1108/ijqrm-03-2017-0048.
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Purpose The purpose of this paper is to investigate the value of information in consumer safety complaints for organizational learning. Design/methodology/approach Empirical analysis of this study uses a novel secondary data set, which is formed by combining complaints data filed with the National Highway Traffic Safety Administration (NHTSA) for potential safety defects, and design change information from 2003 to 2011 model-year vehicles in the USA. Findings First, the paper demonstrates the value of information embedded in complaints. Second, in the case of radical product redesigns, owing to the lack of direct applicability of consumer feedback based learning, the impact of learning on product safety is found to be muted, third, the results suggest that the safety complaint rates vary by vehicle classes/categories and, fourth, the findings differ from prior research conclusions on vehicle quality. Prior research finds the debuting car models have the lowest repair rates among all car models produced in a given year, but the current study finds the debuting models to have the highest rates of safety complaints. Originality/value Quality management literature rarely examines the safety complaints data (which, unlike other consumer feedbacks, focuses exclusively on the safety hazards due to flaws that result in accidents). This paper fills the gap in literature by linking safety complaints with future product quality and organizational learning.
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Alarifi, Ghadah, Mst Farjana Rahman, and Md Shamim Hossain. "Prediction and Analysis of Customer Complaints Using Machine Learning Techniques." International Journal of E-Business Research 19, no. 1 (March 10, 2023): 1–25. http://dx.doi.org/10.4018/ijebr.319716.
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Businesses must prioritize customer complaints because they highlight critical areas where their products or services may be improved. The goal of this study is to use machine learning approaches to anticipate and evaluate customer complaint data. The current study used logistic regression and support vector machine (SVM) to predict customer complaints, and evaluated the datasets using machine learning techniques after collecting five distinct length datasets from the Consumer Financial Protection Bureau (CFPB) website and cleaning the data. Both logistic regression and SVM can accurately predict customer complaints, according to this study, but SVM gives the greatest accuracy. The current study also found that SVM provides the highest accuracy for a one-month dataset and Logistic regression provides for a three-month dataset. In addition, machine learning codes were utilized to display and tabulate consumer complaints across many dimensions.
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Sinulingga, Alviomita Br, and Ni Luh Wayan Sayang Telagawathi. "Pengaruh Handling Customer Complaints Dan Kepercayaan Pelanggan Terhadap Loyalitas Konsumen Gojek Pada Mahasiswa Universitas Pendidikan Ganesha Di Singaraja." Bisma: Jurnal Manajemen 7, no. 2 (October 30, 2021): 311. http://dx.doi.org/10.23887/bjm.v7i2.32522.
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This study aimed at examining the effect of: (1) handling customer complaints toward consumer loyalty,(2) customer trust toward consumer loyalty, (3) handling customer complaints and customer trust toward consumer loyalty Gojek to college student Ganesha University of Education. The research design of this study was causal quantitative research. The object of this research were the handling customer complaints, customer trust and consumer loyalty. The subject of this research were college student Ganesha University of Education customer Gojek. The total sampel of this study were 95 people. The data collection of this study were questionnaire and multiple linear regresion analysis. The results showed that: (1) handling customer complaints has a positive and significant effect toward consumer loyalty, (2) customer trust has a positive and significant effect toward consumer loyalty, (3) handling customer complaints and customer trust have a significant effect toward consumer loyalty. Keywords: consumer loyalty, customer trust, handling customer complaints
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Claro, Danny Pimentel, Antonio Fabio Guena Reali Fragoso, Silvio Abrahão Laban Neto, and Priscila Borin de Oliveira Claro. "Consumer Complaints and Company Market Value." BAR - Brazilian Administration Review 11, no. 3 (September 2014): 248–63. http://dx.doi.org/10.1590/1807-7692bar2014130004.
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SENEVIRATNE, MARY, and SARAH CRACKNELL. "CONSUMER COMPLAINTS IN PUBLIC SECTOR SERVICES." Public Administration 66, no. 2 (June 1988): 181–93. http://dx.doi.org/10.1111/j.1467-9299.1988.tb00689.x.
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Grabowski, David C. "Consumer Complaints and Nursing Home Quality." Medical Care 43, no. 2 (February 2005): 99–101. http://dx.doi.org/10.1097/00005650-200502000-00002.
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Rocha, L. E. C., and P. Holme. "The network organisation of consumer complaints." EPL (Europhysics Letters) 91, no. 2 (July 1, 2010): 28005. http://dx.doi.org/10.1209/0295-5075/91/28005.
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Abza, Adhamdi Tria Putra. "Identifikasi Tingkat Kepuasan Pelayanan Konsumen Industri Televisi Berlangganan Dengan Logika Fuzzy Metode Tsukamoto." Jurnal Intra Tech 2, no. 1 (April 30, 2018): 16–30. http://dx.doi.org/10.37030/jit.v2i1.16.
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Evaluation of consumer complaints is a very important thing in the field of information services to meet the needs and expectations of consumers in improving the quality of service products/services. It is necessary to know whether the services are meeting the needs and expectations of consumers by identifying the service quality of reliability, responsiveness, assurance, empathy and tangible. Identification by Using a fuzzy system that has a proximity of human reasoning, it will be easy to apply in the evaluation of consumer complaints. In the fuzzy system of the Tsukamoto method, every rule is a cause-and-effect implication in which each rule is represented in a fuzzy set with monotonous membership. The application of Tsukamoto's method can determine the results of the level of customer satisfaction based on the evaluation of consumer complaints of a product or service. Therefore, the process of identifying the quality of service for producers is very useful in recording the level of customer satisfaction to be used as a comparison material in improving products to be sold and beneficial to consumers in giving criticism or appreciation of the quality of service in the form of questionnaires with the expected achievement of increasing the number of consumers and very satisfying products used by consumers.
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Ngurah Gede Suindrawan, Anak Agung. "ANALISIS KEPUASAN KONSUMEN PADA INSTALASI BINATU RSUP SANGLAH DENPASAR." Forum Manajemen 10, no. 1 (January 1, 2012): 29–49. http://dx.doi.org/10.61938/fm.v10i1.21.
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Recognizing the importance of service to consumers, therefore, LaundryInstallation Sanglah Hospital Denpasar makes serious efforts to provide excellentservice that focuses on service quality in order to give satisfaction to the consumer(employee of the room / part of needed). Based on this case, the main problem ofthis study is “indicators of service quality which has been satisfying customers inLaundry Installation Sanglah Hospital Denpasarâ€. To solve the problem then it isused analysis tools such as the Index of Consumer Satisfaction and ImportancePerformanceAnalysis.Andto determine the indicators of service quality that shouldbeprioritized and sustained used scatter plot. The evaluation of customer satisfactionwithquality of service by using the ï¬ve dimensions of service quality.Based on the description and data analysis, furthermore, can be given a conclusion as follows:1. Based on the analysis of level customer satisfaction is known: service qualityindicators that available in Laundry Installation cannot all of it satisï¬ edconsumers.2. Based on the measurements of Importance - Performance Analysis found thatthe level of customer satisfaction in Laundry Installation Sanglah HospitalDenpasar are: (a) Quadrant A, which receive priority considered very importantby the consumer but the served is still not create the customer satisfaction that isfriendliness and courtesy of employees providing services, (b) Quadrant B, the levelof implementation is appropriate with the consumers interests and expectations sothat the consumers can be satisï¬ ed that is the linen physical condition (clean, neat,not torn), the service procedure is not complicate, providing service in appropriatewith demand, provide accurate information, the skillful of employees in handlingconsumer complaints, the accuracy of employees handling consumer complaints,employees do not distinguish social status in providing service and employees’capability to communicate with consumers. (c) Quadrant C, which the value wasstill considered to be less important to consumers, while its implementation of qualityeither common or sufï¬ cient. No indicators of service quality is included in quadrantC. (d) Quadrant D, which was considered excessive in its implementation andconsidered not too important by consumers, but the implementation can satisfy theconsumers that is the appearance of employees at Laundry Installation, cleanlinessand completeness Laundry Installation facilities, the skills of employees respondingto consumer complaints, the skill of workers providing services and employees’attention to consumer complaints.
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Andersen, Minie. "Consumer Protection: The Interaction Between Written and Unwritten Law." European Review of Private Law 29, Issue 4 (September 1, 2021): 633–58. http://dx.doi.org/10.54648/erpl2021033.
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The scope of consumer protection according to both written and unwritten law is assessed through an analysis of court decisions and decisions of the Consumer Complaints Board in Danish law with references to other Scandinavian law and to EU case law. The article analyses consumer protection in Scandinavian contract law according to general principles of interpretation and statutory law in the form of national legislation implementing Article 5 of Directive 93/13/EEC on unfair terms in consumer contracts. The so-called (larger) general clause of invalidity in the form of section 36 of the relevant national Contracts Acts is included as it greatly influences interpretation in Scandinavian contract law. The analysis involves a discussion of interpretation as a legal source in Scandinavian contract law, and a presentation of the Scandinavian consumer complaints board system with an emphasis on the Danish system. It is argued that the (traditional) general principles of interpretation in contract law play an important role as a supplement to written law in the aim of consumer protection, and that both courts and the Consumer Complaints Boards seem to operate with protection of consumers as a relevant underlying legal basis when interpreting consumer contracts. Both general rules of interpretation and the underlying legal basis (in the form of i.a. non-mandatory rules and customs) thereby seem to enhance consumer protection in Scandinavian contract law.
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DeLiema, Marguerite, and Paul Witt. "RISK FACTORS AND IMPACT OF FINANCIAL FRAUD ON OLDER ADULTS AND DISADVANTAGED COMMUNITIES." Innovation in Aging 6, Supplement_1 (November 1, 2022): 407. http://dx.doi.org/10.1093/geroni/igac059.1600.
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Abstract In 2021, Americans age 80 and older reported median fraud losses of $1,300 per incident, substantially higher than younger age groups (Federal Trade Commission, 2022). Using data from the Federal Trade Commission’s Sentinel Fraud Complaint Database and the Area Deprivation Index, this study assesses the demographic and contextual correlates of consumer fraud victimization in the United States. Models show a positive association between living in a disadvantaged community and reporting victimization (versus reporting no losses after being targeted). Black and Hispanic consumers are significantly more likely report victimization, although non-Hispanic White victims report higher average fraud losses. Results also show that older adults are significantly less likely to report fraud victimization relative to people age 30 and younger, but older victims lose hundreds of dollars more, on average. Applying a sentiment analysis to the consumer complaint narratives, we find that compared to emotionally neutral complaints, emotionally positive and emotionally negative complaints are positively associated with reporting victimization versus reporting no losses. Gift cards are the most common method of payment demanded by fraud criminals overall, but victims who pay using cash, wire transfer, or cryptocurrency lose significantly more money, on average. To limit the impact of fraud on the aging population, consumer protection agencies need to focus their efforts on educating older adults and members of socially and economically disadvantaged communities about scams, as well as enforce greater controls on cryptocurrency exchanges and retail gift card sales.