A Study of Dissatisfaction of Consumers and/or Complaining Behavior Due to Locus of Control (소비자 불만족 및 통제소재에 의한 불평행동에 관한 연구 -냉장고 구매후 행동을 중심으로-)
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- Journal of the Korean Home Economics Association
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- v.26 no.1
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- pp.137-149
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- 1988
In this study a series of approaches have been made to find out how complaining behavior would show according to the conviction in the locus of control as to where the general contents dissatisfied by consumers and the dissatisfied consumers would place the responsibility for the consequence of behavior and to test the difference of complaining behavior pursuant to demographic variables
The purposes of this study are 1) to explore the evaluating attribute of family life- insurance 2) to examine the relationship between evaluation attribute variables and level of consumer satisfaction/ dissatisfaction (CS/D), and 3) to investigate the sociodemographic variables and psychological variables which influence the purchase of life-insurance. The data used in this study include 432 households of 208 life-insurance purchasers and 224 non-purchasers Statistics used for the data analysis are x2, factor analysis, multiple regression and a discriminant analysis. The resulting major findings are as follows; 1) The evaluating attributes are saving function, convenience. economic payoff, safety for future accident, agreement of insurance, and reputation of brand. 2) Among these factors. the most important factors. in CS/D of life-insurance are saving function, and reputation of brand. 3) the purchase of life-insurance has been influenced by such sociodemographic variables as husband's age , family income, and family life-cycle. Psychological variables such as attitude of life, perceived risk, consumer attitude about insurance business did not influence the purchase of life -insurance significantly. As mentioned above, we can conclude that Korean purchasers of life-insurance are using irrational evaluating attributes. Therefore more education of the consumers and more information about life-insurance purchases are necessary. Especially low-income households and first step of family life-cycle families are turned out to need more education as well as more information.
This study aims to understand the consumers' negative responses to communication failure of chatbots caused by their imperfections. Specifically, this study examines 1) the relationship among chatbot's communication failure, dissatisfaction, negative behavior (complaint, negative word-of-mouth (nWOM), and inertia); 2) the moderating effect of technostress on the relationship between chatbot's communication failure and dissatisfaction; 3) the differences in the negative responses between the generation MZ and the previous generations. Data were collected via an online survey. First, the participants interacted with the chatbot developed for this survey, to experience the chatbot's communication failure. Thereafter, they responded to a questionnaire. PLS-SEM was conducted using the R software environment to test the hypotheses. This study empirically identified that chatbot's communication failure positively affected dissatisfaction. In addition, the customers who were more dissatisfied with the chatbot's communication failures were more likely to complain than engage in nWOM. Compared to the generation MZ, chatbot's communication failure caused a higher level of dissatisfaction in previous generations. The results suggest that online shopping malls should carefully introduce an improved chatbot service after minimizing its communication failure rate. The chatbot developers of online shopping malls targeting middle-aged and elderly consumers should strive to develop and implement strategies to further alleviate consumers' dissatisfaction in the situation of chatbot's communication failure.
The purpose of this study was to identify the correlation between the factors influencing on housewives' decision-making processes of organic foods and the relating variables, and the 5 stages of decision-making processes of the EBK model is utilized in this study. The sample was selected from 411 housewives living in Seoul from 1st of September through 20th of September, 1993. Frequency, Percentage, Mean, Factor analysis, One-way ANOVA, Duncan's multiple range test, t-Test, Correlation, Multiple regression analysis and Path analysis were measured. Major results are as follows: 1. Purchasing motivation of the organic foods were in order of the health care, nutritive value and taste care. 2. The major informations source for the knowledge of organic foods were in order of TV/radio, newspaper/magazine, recommendations informations and advice through a family/friends/acquaintances. 3. Evalution criteria in shopping of organic foods, the total degree of consideration over the purchasing factors of organic foods was fairly high level: consumers thought much of the sanitation/freshness, nutritive value and the food safety. In this regard opinion leaders was dominantly mass media. Consumers have a tendency to purchase organic foods in consideration of their children and husband. 4. Major place to purchase organic foods are super markets and department stores. And When shopping organic foods, housewives by all means confirm the check points in their own mind, which were expiry date, manufactured date and packing condition, but unexpectedly manufactured company was out of concern. 5. Housewives usually satisfy with decision after purchasing organic foods, while they were fairly unsatisfied with the price, quality, incomplete description for ingredients and manufactured date. 6. The variables influencing to the sincerity when selecting the most desired organic foods is how be cares about the natural freshness of the foods and the types of residents in order. Another interesting tendency is the richer they are very considerate to decide. It is to say the people who cares more about the natural freshness is the sincerer when making decision and also the class who lives in the apartment house enjoying high income do not easily accept the product quality.
Overview of Research: Product availability is one of important competences of store to fulfill consumer needs. If stock-outs which means a product what consumer wants to buy is not available occurs, consumer will face decision-making uncertainty that leads to consumer's negative responses such as consumer dissatisfaction on store. Stockouts was much studied in the field of academia as well as practice in other countries. However, stock-outs has not been researched at all in Marketing and/or Distribution area in Korea. The main objectives of this study are to find out determinants of consumer responses such as Substitute, Delay, and Leave(SDL) when consumer encounters out-of-stock situation and then to examine the effects of these factors on consumer responses. Specifically, this study focuses on situational characteristics(e.g., purchase urgency and surprise), store characteristics (e.g., product assortment and store convenience), and consumer characteristics (e.g., brand loyalty and store loyalty). Then, this study empirically investigates relationships these factors with consumers behaviors such as product substitution, purchase delay, and store switching.
The broiler marketing managers at department stores were most considered the brand whereas those at supermarket were most considered price when they purchased raw chicken. The whole chicken was distributed as fresh by 100% at department stores, whereas it was distributed as fresh only by 75% and the rest part was distributed as frozen or combination of fresh and frozen at supermarket. Consumers at department stores were most unsatisfied with drip loss whereas consumers at supermarket were most unsatisfied with freshness of chicken. At present, more than 89% broiler are selling by their weight unit of a bird (called as ho) in department stores, food chain stores and supermarket. The marketing periods were 3 days at department stores and 4days at supermarket. Most broiler marketing managers in stores such as 80% those at department stores, 60% those at food chain stores and 50% those at supermarkets were favored for the grading system based on quality of raw chicken. The broiler marketing managers at department stores and food chain stores preferred to the grading system evaluated with 2 quality grades and those at supermarkets preferred to the grading system evaluated with 3 quality grades if the grading system is to be established. The drumsticks and drummette of broiler were the most popular portions when compared to the other portions. In conclusion, marketing stores as well as consumers demanded to produce the best quality chicken by the grading system based on quality. Therefore, the quality improvement is the most important factor to increase consumer preference in chicken production.
Today's fast-paced world is becoming increasingly characterized by technology-facilitated transactions. Growing numbers of customers interact with technology to create service outcomes instead of interacting with a service firm employee. Self-service technologies provide technological interfaces that enable customers to produce a service independent of direct service employee involvement. To investigate on the customer satisfaction with self-technological based product design in Subway. I used the critical incident technique developed by Flanagan(1954) with quantitative measures of attributions. In this research, it results that customers are considered more important the value of technological-function and easy to use than the aspect of automated machine. It is likely that the technological aspect of many self-service options has a unique influence on customer perceptions of self-service encounters. Also, Research has shown that customer's needs are defined as situations in which external environmental factors add a sense of urgency to the transaction and saved time. On the other hand, customers realize that their favorable image of self-technological based product follows as ; first, customers prefer to the simple & modern image on the aspect of product design, secondly, customers prefer to the hitech-functional image to do its job fast in a short time by automated technology on the aspect of functional service, thirdly, customers prefer to the comfortable and sanitary image to be suitable for the underground circumstance.
In the current situation of social distancing due to COVID-19, the use of one-person hair salons, which are safer than franchise hair salons, is emerging again. One-man hair salons provide personalized services at high prices, so they can be said to be an industry that required high quality services than franchise hair salons. Despite these characteristics, many studies on hair salon services are focused on franchise hair salons. Therefore, this study was conducted through empirical analysis with the purpose of finding out how the service quality of a one-man hair salon, which required high service quality, affects behavioral intention through the coexistence of customer satisfaction and dissatisfaction. As a result of this study, it was found that the pleasure of consumers in one-person hair salons increases the intention to revisit the most. Those pleasure showed that it is more important to respond and empathize with consumers as well as its expertise of hair designers than the appearance of beauty salons. Through this study, the characteristics of a one-man hair salon were examined and significant results were found.
This paper presents a study on the modeling for transparent toaster with a cap of folding type. The toaster was modelled to solve problems of customer's unsatisfaction such as heat loss, input of a piece of dirt, unidentified heating state of sliced toaster. Rapid prototyping was followed by the first modeling, and the second modeling was implemented in order to solve the problems of the first modeling such as interference of holder and door, and the third modeling was developed with a cap of folding type through analysis of assembly and simulation. The 3D modeling tool used in this paper was Pro/Engineer 4.0. The modeling was designed to minimize heat loss and structured with transparent outer case. So the toasting procedure will be identified with the naked eye, and the transparent toaster will improve the customer's aesthetic satisfaction.
the main purpose of this study was to inves-tigate the consumer dissatisfaction and com-plaining behavior in purchase and use by con-sumer value. The subjects participated this study were 204 female students. They were classified into 3 groups by important degree of instrumental value which is one of the 2 value categories that divided by the Rokeach. In order to assess consumer dissatishaction in purchase and use of clothing by those groups. The Clothing Purchase Dissatisfaction Inventory was used and The Consumer Complaining Behavior Inventory was adapted to asses consumer complaining behavior. The Clothing Purchase Dissatisfaction Inventory has 4 subscales(Price related factor Produt and Quality related factor Information and Service related factor Purchase decision-mak-ing related factor)and The Consumer Complaining behavior Inventory consisted in 3 subscales(Do nothing Private complaining Public complaining) Using SAS package in order to examine Clothing Purchase Dissatisfaction Inventory scores anaslysis of variance (MANOVA) was excuted And turkety test a kind of post-hoc multiple comparisons methods was adapted to compare Clothing Purchase Dissatisfaction In-ventory scores of each groups. in order to in-vestigate consumer complaining behavior by each groups and grade major pocket money a month the mean purchse price of clothing a month x2-test Frequency Percent were executed. Conclusion eached in this study are as fol-low: 1. Each group had differences in price re-lated factor Product nad Quality related fac-tor Information and Service related factor ex-cept Purchase decision -making related factor Groups which made much of value tend to dis-satisfy in price related facor Product and Quality related factor Information and Service related factor. 2. Group that made much of value had more high scores in private complaining complainto third party and the middle group had more high scores in private complaining . Group made little of value tended to do nothing. 3. Grade major pocket money a monty the mean purchase price of clothing a month didn't have difference signficantly in consumer behavior. but major had difference on private complaining.
shows the research model of this study. To accomplish above-mentioned research objectives, the following ten hypotheses were proposed and verified : is the estimation results of l\1NL model, and
shows the marginal effects for each determinant to consumer's responses(SDL). Significant statistical results were as follows. Purchase urgency, purchase quantities, pre-purchase plan, product assortment, store price image, brand loyalty, and store loyalty were turned out to be significant determinants to influence consumer alternative behaviors in case of out-of-stock situation. Specifically, first, product substitution behavior was triggered by purchase urgency, surprise, purchase quantities, pre-purchase plan, product assortment, store price image, brand loyalty, and store loyalty. Second, purchase delay behavior was led by purchase urgency, purchase quantities, and brand loyalty. Third, store switching behavior was influenced by purchase urgency, purchase quantities, pre-purchase plan, product assortment, store price image, brand loyalty, and store loyalty. Finally, when out-of-stock situation occurs, store convenience and salesperson service did not have significant effects on consumer alternative responses.
Survey of Marketing Manager′s Perception for Broiler Quality
(닭고기 품질에 대한 판매장 관리자의 의식 조사)
A Study on customer satisfaction with self technological - based product
(정보화시대의 무인자동화 제품디자인이 고객만족에 미치는 영향에 관한 연구 - 중요사건기법(critical incident technique)을 중심으로 -)
The Effect of Single Hairdresser Service Quality on Behavioral Intention through Customer's Emotional Response
(1인 미용실 서비스 품질이 소비자의 감정반응을 통해 행동 의도에 미치는 영향)
Modeling for Transparent Toaster with a Cap of Folding Type
(폴더형 캡의 투명 토스터 모델링)
A Study on the Consumer Dissatisfaction and Complaining Behavior by Consumer Value
(소비자의 수단적 가치에 따른 의복구매 불만족 및 불평행동의 비교)
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