• Fashion & Textile Research Journal
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• v.6 no.5
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• pp.595-604
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• 2004

This study is to investigate complaining behavior of consumers who purchase fashion products on the internet, as well as to find how the complaining behaviors are related to the consumers' characteristics. The subjects of this study are limited to the consumers who have experienced dissatisfaction when purchasing fashion products through the internet. The questionnaires were administered to male and female respondents using the internet shopping mall. The results can be summarized as follows: The factor analysis shows that consumer complaining behaviors are fitted well into four factors(direct complaining behavior, private complaining behavior, third-party complaining behavior, and no response). In the difference analysis by consumer's complaining behavior styles and gender, private complaining and third-party complaining behavior were significant statistically. In the difference analysis between consumer's complaining behavior styles and internet self-efficacy. Internet self-efficacy was significantly different according to consumer's complaining behavior styles, especially for direct complaining, third-party complaining and no response. Private complaining behavior, third-party complaining behavior and no response were negatively related to consumer retention, while direct complaining behavior was not.

• Journal of the Korean Home Economics Association
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• v.39 no.9
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• pp.153-174
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• 2001

The objectives of this study were to examine the propensity and to analyze some determinants of complaining behavior about the educational services of private institutes. The survey was conducted by means of self-administered questionnaire with 546 university students Living in Seoul and Cheongjoo. They had an experience of studying in the educational services of private institutes in recent two years. Major findings were as following: (1) The propensity of private complaining behavior about the educational services of private institutes averages 3.36 points out of 5. This score is beyond the middle slightly. Whereas the propensity of pubic complaining behavior is very low. (2) According to the discriminant analysis, tuition fee, information supplied for solving the dissatisfaction, and altitude about the complaining behavior are the determinants to distinguish between complaining/non complains behavior group of private complaining behavior. (3) Information supplied for solving the dissatisfaction, kindness of the stars, the establishment, the way of making tuition fees, the degree of awareness of cost, the attitude about complaining behavior, the confidence of success for complaining behavior are the determinants to distinguish between complaining/non complains behavior group of public complaining behavior.

• Korean Journal of Human Ecology
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• v.9 no.3
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• pp.317-333
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• 2000

This study is to focus on the users of mobile communication services in Pusan metropolitan city. First this study measured the levels of consumer dissatisfaction and consumer complaining behavior. Second, this study analyzed a causal-effect on variables affecting consumer complaining behavior. The findings of this study are as follows ; 1) In area of contract and cost, variables directly and indirectly affecting consumer complaining behavior were sex, age, consumer knowledge, complaining behavior experience, attribution, and consumer dissatisfaction. 2) In area of use, variables directly and indirectly affecting consumer complaining behavior were sex, consumer knowledge, complaining behavior experience, attribution, and consumer dissatisfaction. 3) In area of services, variables directly and indirectly affecting consumer complaining behavior were sex, consumer knowledge, consumer function, complaining behavior experience, attribution, and consumer dissatisfaction.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.1
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• pp.90-110
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• 1999

Understanding consumer complaining behaviors plays a key role in post-purchase satisfaction customer retention and long-term customer relationships. This research was conducted to empirically investigate 1) the taxonomy of complaining behavior 2) causes and types of clothing complaining behavior according to sex. The subjects compoed of 250 male and 358 female consuemrs. Data were colleted through questionnaires employing the critical incident methodology. The findings indicated that clothing complaining behavior was fitted well into Singh(1998)'s three-factor model(i. e. voice/private / third-party complaining behaviors) these factors explained 53% of the total variances 75.1% of male and 65.2% of female group complained of poor instruental performance. The types of complaining behaviors were no action negative word-of-mouth to friends and associates n order. Most dissatisfied consumers didn't assert positive consumer's right. Marketer should increase the accessibility of their complaint receiving mechanisms to passive customers.

• Journal of the Korean Society of Costume
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• v.42
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• pp.91-112
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• 1999

This study mainly focuses on the dissatisfaction of the post-purchase behavior regarding the consumer dissatisfaction complaining behavior and repurchase intention In the literature study approach it was hypothe-sized that dissatisfaction variables was consisted of the cognitive process and emotion. And the dissatisfaction variables and the individual vari-ables and situational variables were set up to contribute to form the complaining behavior. In the process of the complaining behavior the first thing the consumers would do when they would seek for redress or not. Consumers who sought redress and actually received the fair treatment from a store practiced positive word-of-mouth. However consumers who received unfair treat-ment practived negative word-of-mouth exit behavior or the third party complaining Behavior. And consumers who did not seek any redress either showed exit behavior practiced negative word-of-mouth or no complaining behavior at all. Therefore. complaining behavior process consists of redress seeking process and non-redress seeking process. For the empirical study the survey method was used and two other researches were previously conducted. First of all the research was designed to comprehend consumer complaining behaviors process Secondly it was conducted for measuring validity and reliability: Cronbach's q. The sqmple was 569 women aged 2-'s to 5-'s living in Seoul and other suburban areas. The various methods were used to analyze the date such as frequency, percentage and multiple regression analysis. Overall the results were verified. 1) The dissatisfaction variables and individual variables influenced situational variables. 2) The complaining behavior intention was affected by dissatisfaction variables indivi-dual variables and situational variables. 3) The repurchase intention occurred more when the justice was performed Consequently the complaining behavior proce-dure was consisted of the redress seeking and non-redress seeking. And dissatisfaction vari-ables and individual variables were verified to influnce situational variables. These complaining behavior variables affected complaining behavior Especially in a case of redress seeking process complaining behavior and repurchase rate were highly affected by the perceived justice from a store.

• Journal of the Korean Home Economics Association
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• v.35 no.2
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• pp.217-234
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• 1997

This study attempts to analyze some determinants of consumers' medical service quality and their complaining behavior. The results can be summerized as follows: 1. The determinants of consumers' perceived medical service quality could be categorized as five factors; i.e. nursery, hospital environment, medical doctors, other staffs service fee. Among them nursery sector consists of 32% variance. 2. According to the discriminant analysis, those determinants are of great value to distinguish between satisfied/unsatisfied group. The hit ratio was 85.4% which is relatively high score. 3. The type of complaining behavior could be grouped into no action, private and public complaining behavior. Most of respondents belonged to no action group and a few showed private complaining behavior. Any respondents who were willing to show public complaining behavior could not be found out. 4. These variables which influence complaining behavior were preconception toward hospital, barrier to complaining process and expected complaining behavior. Among them the first one was most influential variable. 5. In order to distinguish between complaining/non complaining behavior group, discriminant analysis was done. The result showed the above three variables had a significantly discriminatory power, the hit ratio reaching above 70%. In summary, we can see that consumers' evaluation on the whole medical service depends on the external factor such as staffs' attitude or hospital facilities due to the lack of their ability to evaluate highly specialized service like doctor's treatment.

• Korea Journal of Hospital Management
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• v.5 no.2
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• pp.120-141
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• 2000

The purpose of this study is to identify and clarify the factors which affect the complaining type, the complaining behavior, and the subsequent purchase intention. The data in this study is collected through questionnaires from patients with grievances who visited the help desk centers of :1 general hospitals in Seoul. Total 70 questionnaires were collected. The conclusions from this study can be summarized as follows; 1. The complaining type(related with medical service) have relatively correlation with the having of occupation among demographic characteristics and select motivation of hospital. 2. The complaining type(related with medical service) has an effect un the official complaining behavior. And the older persons take action with the official complaining behavior. 3. The complaining type(related with medical service) has an effect on the negative purchase intention. Therefore the most important thing in hospitals management is that hospitals improve their medical service quality. And hospital managers should station the complaining center and try to ease the complaining behavior and negative purchase intention.

• Korean Journal of Rural Living Science
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• v.8 no.2
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• pp.203-212
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• 1997

This study was carried out to understand the consumer complaining behavior of rural women leaders and to identify variables affecting complaining behavior. 403 samples were collected from the rural women leaders in rural areas by mailed questionnaire from June 1 to June 20 in 1996. The data was analyzed by frequency, percentage, mean, chi-square, F-test, correlation, regression using SPSS/PC＋ program. Most of rural women leaders experienced consumer dissatisfaction and damage, but they mainly took private complaining behavior. The rate of the non-complaining behavior was 20.1%. They recognized that consumer dissatisfaction and damage was due to external attribution. The results showed that the most influential variables for the consumer complaining behavior of rural women leaders were age and consumer capacity. The older they were and the more consumer capacity they had. the more active complaining behavior was taken.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.2
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• pp.262-271
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• 1999

This paper presents a conceptual mode of the clothing complaining behavior process following dissatisfaction in a retail environment and influence of relevant variables. The data were collected 250 male and 358 female consumers by questionnaire employing critical incident technique. Given dissatisfaction with clothing the complaining behavior undertaken will be largely dependent on product importance the likelihood of success one's attitude toward complaining and demorgraphic variables. Through empirical research the clothing complaining behavior was dependent on the likelihood of success sex, dimension of complaining cost and product importance, Brand satisfaction was affected by only perceived justice. And repurchasing behavior was dependent upon brand satisfaction education product importance and income.

• Human Ecology Research
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• v.54 no.2
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• pp.119-130
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• 2016

Product complaints allow business operators to learn from and solve problems they have been unaware of and prevent customers from leaving in advance. The ability to deal properly with complaints may improve consumer loyalty and repurchase intentions. This study analyzes consumers' intention in complaining behavior towards supermarkets and traditional markets. This study provides implications for business operators in the establishment of marketing strategies to deal with complaints and perform education related to consumer complaints by the verification of variables that influence intention on complaining behavior. A survey was conducted on housewife consumers who had experience using supermarkets and traditional markets. The major results are as follows: first, in store awareness higher in supermarkets than in traditional markets. Second, determinants of consumer complaint behavior, indicated a belief there was a need to spend more money at traditional markets than supermarkets, where the possibility of complaint success and complaint attitudes were found to be low. Third, intention of complaining behavior was lower at traditional markets than supermarkets. Intentions on private complaining behavior and public complaining behavior were both low. Fourth, intention of private behavior is higher than intention of public behavior for both supermarkets and traditional markets. Fifth, complaint attitudes were variables with the greatest influence on intention of complaining behavior for both supermarkets and traditional markets.