• 한국도서관정보학회지
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• 제32권4호
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• pp.25-43
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• 2001

이 연구에서는 공공도서관서비스에 불만족한 대구지역의 이용자들을 대상으로 자료와 시설, 정보서비스, 도서관직원 등과 관련한 구체적인 불만족요인들을 상세하게 분석하고, 이러한 불만족요인과 불평 행동간의 관련 여부 및 성별, 연령, 직업, 소득, 학력 등의 인구통계적 요인과 불평행동간의 관계에 대해 분석하였다.

• 한국조리학회지
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• 제11권2호
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• pp.14-31
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• 2005

The findings of the study would be valuable for the basis of marketing strategies to be implemented in the foodservice industry. As a result of the exploratory factor analysis, major consumer dissatisfaction factors identified in this study can be categorized based on the followings: food, service, and facilities. It appears that most preferred medium for unsatisfied consumers to file their employees how to cope with complaints on the Internet. In terms of psychological compensation, it appears that consumers need to be provided with a through explanation in addition to a heartfelt apology against a complaint. On the physical side of compensation solution for everybody. The ideal timing of compensation for complaints can vary but it would be appropriate to leave it up to consumers to choose when they want to be rewarded.

• Asia pacific journal of information systems
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• 제31권4호
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• pp.527-542
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• 2021

The government-driven open data policies are on the rise to protect consumers from misunderstandings and monitor the companies. However, in contract-based industries such as insurance, the contract-inherent characteristics make information asymmetry between consumers and companies. Our paper focuses on insurance contracts where the contingency has high uncertainty of occurrence, and the clauses may incur high costs of reading. Given those contracts, we hypothesized that the contract's clear statement decreases customer dissatisfaction and lowers the number of complaints. To empirically support the claim, we collected customers' complaint documents of insurance companies and insurance contracts from 2005 until 2017. Our econometric models showed that clearer statements and words significantly reduce the complaints after controlling for firm-specific heterogeneity and time-specific heterogeneity. We identify that insurance companies' complaint ratio significantly differ depending on the insurance contract, including specific clauses and words.

• 가정과삶의질연구
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• 제28권3호
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• pp.81-95
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• 2010

The purpose of this study was to examine the dissatisfaction level of consumers buying foreign goods through Internet shopping malls and their complaint behavior. As there is growing demand for foreign brands along with a rapid increase in the Internet user population, a lot of ongoing studies have focused on Internet-based transaction. The dissatisfaction level of selected consumers was checked in terms of system, price, quality, information/hype, shipping and refund/exchange, and it's found that complaint behavior linked to refund/exchange was most prevalent. The most dominant way for them to respond to such situations was talking friends, relatives or neighbors about that. And they had an intention to buy foreign goods through Internet shopping malls again to greater or lesser extents, though they were unsatisfied. It indicates that the consumers didn't have a wide option in the consumer market.

• 한국중재학회지:중재연구
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• 제32권3호
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• pp.93-109
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• 2022

Cosmetics are products that consumers use every day to maintain or improve the health of their skin and hair. Therefore, the expansion of the cosmetics market leads to the expansion of disputes over cosmetic damage. Along with constant social changes, new conflicts continue to arise. In order to resolve these disputes, various consumer dispute resolution organizations and methods are required. Therefore, Alternative Dispute Resolution (ADR), an alternative method that can provide a reasonable judgment on problems that occur during the manufacture and distribution of cosmetics with expert knowledge of the industry, is required. Korea resolves disputes between consumers and manufacturers caused by cosmetics through the ADR of the Korea Cosmetics Association and the Korea Consumer Agency. It handles disputes related to accidents caused by cosmetics, offers consultation on consumer complaints on cosmetics and provides information on accidents and safety related to cosmetics. It is not possible to completely eradicate disputes from cosmetic damages. Therefore, it is necessary to expand and efficiently operate the cosmetic ADR system for consumers. In this study, the current status of cosmetic damage disputes and damage relief and the role of the domestic ADR system were reviewed. Consumers should be easily relieved from damage caused by cosmetics. By accumulating important precedents with an efficient cosmetic damage dispute resolution system, disputes over cosmetic damage should be smoothly resolved.

• 한국도서관정보학회지
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• 제32권1호
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• pp.261-283
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• 2001

This study investigates the antecedents of the complaining behaviors and complaint responses of the library and information center users based on the theoretical backgrounds and suggests eight propositions and conceptual model for the library and information center. It examines as the antecedents, satisfaction/dissatisfaction, attitude toward complaining, likelihood of success, materials/facilities/service importance, attribution, loyalty, and justices; and as complaint responses. exit, voice(redress seeking), negative word-of-mouth, and third party complaints.

• 한국빅데이터학회지
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• 제5권1호
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• pp.41-54
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• 2020

최근 인터넷 채널의 확장, 금융 기술과 정보통신기술이 발달하면서 해외직접구매가 확대되었다. 해외직접구매는 비교적 저렴한 가격의 제품과 국내에서 구하기 힘든 제품을 제공함으로써 소비자에게 가격, 희소성 면에서 유리한 위치를 선점하고 있지만, 아무래도 국내에서 구매하는 것보다 배송, 제품, A/S·환불 면에서 소비자 불만족이 발생할 확률이 높다. 따라서 본 연구에서는 해외직접구매 활성화에 따른 소비자 불만족을 분석하고 해외직접구매 문제점의 개선 방안을 연구하였다. 연구 방법으로 한국소비자원, 관세청, 한국무역협회에서 여러 통계자료를 수집했고, 탐색적 자료 분석 기법(EDA)을 활용해 분석하였다. 분석 결과 소비자는 해외직접구매 관련 정보에 대해 잘 알지 못한다는 것과 구매 유형에 따라 소비자 불만 유형이나 정도가 달라짐을 확인하였다. 따라서 본 연구는 EDA를 활용하여 해외직접구매의 전체적인 현황과 소비자 불만족을 파악하고 이에 따른 해외직접구매의 개선 방안을 제시함으로써 해외직접구매의 활성화 방향을 제시하는데 시사점이 있다.

• 한국의류학회지
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• 제25권6호
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• pp.1143-1154
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• 2001

This research aimed to examine consumer's expectancy disconformation related to purchase satisfaction/dissatisfaction and post-purchase behavior in cable TV home shopping. A total of 700 questionnaires were randomly sent to cable TV home shoppers and 172 copies were used in final analysis. Frequency analysis. correlation analysis, analysis of variance, regression analysis, path analysis, and multinominal logit were used. The expectancy discoformation on \"fitting\" and \"how well the clothes suits oneself\" were significantly related to the complaint behavior of return and refund. TV home shoppers tended to express their complaints by requesting the home shopping company or the manufacture company for a compensation rather than express privately such as warning friends, stop buying and boycotting the item. The significant variables that would influence consumers to seek refund rather than exchange were purchase satisfaction, request of compensation to the company, overall expectancy disconformation and expectancy disconformation on decoration and details and suiting oneself.

• 한국생활과학회지
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• 제16권6호
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• pp.1197-1209
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• 2007

The advance of digital contents industry shifts the focus of consumptions; from analogue to digital ones. It gives significant impact on individual life as well as overall society and culture, and it leads to the increased consumption of digital contents. Nevertheless, current digital contents industry fails to secure the sufficient consumer protection systems including relevant rules and laws which regulate the distribution, use, and other transaction activities of digital contents and the efforts, on the part of contents providers, to provide information to consumers and to protect them. Digital contents, by its nature, is different from the existing products so that its nature is likely to cause unique consumer problems totally different from the offline transactions and the electrical transactions of existing products. This study, therefore, aims to identify the possible problems which may be incurred by consumers in their use of digital contents, specify the types of consumer damages, and provide the underlying materials to improve the systems related to digital contents and take legally complementary measures for consumer protection. To identify the types of consumer damages, this study analyzed the results from consumer counselling cases, experts opinion survey, and FGI. For consumer damage cases, this study analyzed the consumer complaints received by open consumer counselling sites of the Korea Consumer Agency and Seoul Electronic Commerce Center. For experts opinion survey, it conducted questionnaire survey of the group of experts from digital contents manufacturers or providers, and those who treated consumer damages directly. For FGI analysis, it organized a panel of students and employees who had used digital contents to understand the types of consumer damages. The results of this study can be summed up as follows. Based on the results from consumer counselling cases, experts opinion survey, and FGI analysis, the consumer damages related to digital contents can be classified, in their nature, into economic or financial damages (25 cases), emotional or psychological ones (15 cases), time-related ones (7 cases), physical ones (4 cases), and privacy-related ones (i.e. leakage of personal data)(3 cases). More specifying the types of damages, damages can be subdivided into contract-, charge-, maintenance-, use-, individual-related ones and other ones. Among them, both contract- and charge-related damages appeared only in the economic or financial damages, whereas user-specific individual damages appeared only in physical and emotional or psychological ones. On the other hand, maintenance- and use-related damages and other ones were observed in both categories of economical or financial damages and time-related ones. Use- and privacy-related damages, in particular, caused emotional or psychological damages.

• 산업경영시스템학회지
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• 제36권2호
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• pp.39-48
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• 2013

The development of mobile communication technology is transforming the market of mobile communication devices, which is used to be merely for simple communication, into the one which offers features of personal digital assistant (PDA), fax communication and Internet access. Unlike a mobile phone which comes out as a complete package and whose functions cannot be changed, a smart phone can be upgraded by its user, adding or removing apps as he pleases. OS's of smart phones are iOS-based Apple, Google Android, Window Mobile, and others. Due to its convenience and powerful features, many people use smart phones its high price. On the other hand, consumer complaints are rising on poor A/S for occasional malfunction. This study analyzes how A/S cases can be classified into groups according to quality factors. We evaluate factors such as consumer impression and consumer satisfaction. By dual quality evaluation using KANO method, we would like to show the different A/S strategy for smart phones, compared with mobile phones.