• 한국병원경영학회지
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• 제5권2호
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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.

• 대한가정학회지
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• 제39권9호
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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.

• 한국의류학회지
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• 제23권1호
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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.

• 산업융합연구
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• 제1권1호
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• pp.99-114
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• 2003

This paper intends to contribute to the understanding of customer complaining behavior by studying the relationship between intensity of dissatisfaction and type of complaining behavior. Previous research has broadly speculated on the relationship between the intensity of dissatisfaction and complaining behavior; few empirical results have, however, been reported. This study is based on a convenience sample of 278 individuals who reported intensity of dissatisfaction and type of responses to dissatisfying retailing service situations. The results of an empirical study, the relationship is found between intensity of dissatisfaction and type of complaining behavior. And it examines the relatively important marketing factors influencing intensity of dissatisfaction.

• 가정과삶의질연구
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• 제8권1호
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• pp.15-30
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• 1990

The purpose of this study was to provide basic data for consumer complaining behavior. For this purpose, questionaire was given to 600 individuals who have resided in Seoul as the housewife consumer and possessed the experience to use the purchased refrigerators within the period of 5 years. 437 data were analyzed by the statistical methods like frequency, percentage, ANOVA, Duncan's Multiple Range Test, X2-test, Pearson's correlation and multiple regression analysis. The results of this study were described as follows; 1) Complaining behavior have shown significant differences according to housewife's age, degree of perceived housewife's consumer education, husband's job and housewife's job. 2) The type of attribution of dissatisfaction have shown significant differences according to husband's job, housewife's job and family income. 3) There was significant difference in the complaining behavior according to the type of causal attribution and responsibility attribution. 4) The complaining behavior was influenced by causal attribution of dissatisfaction, responsibility attribution of dissatisfaction, family income, degree of perceived housewife's consumer education, husband's job and housewife's age. And the relative contribution of each variable explaining the complaining behavior was decreased according to the order of variables that were described.

• 대한가정학회지
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• 제35권2호
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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.

• 대한가정학회지
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• 제39권12호
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• pp.107-127
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• 2001

The objectives of this study were to investigate how the types of awareness of cost and benefit of consumer complaining behavior about the private educational institute services were classified, how different demographic and consumer complaining rebated characteristics were according to the types of awareness of cost and benefit about consumer complaining behavior, and what were the determinant factors of the types of awareness of cost and benefit about consumer complaining behavior. The survey of this study 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 private educational institute in recent two years. Major findings were as following: (1) The types of awareness of cost and benefit of consumer complaining behavior about the private educational institute services were classified into four - awareness of high cost and low benefit, high cost and high benefit, low cost and medium benefit, medium cost and medium benefit. (2) The attitude about complaints, the confidence of success about complaint, and the knowledge about complaints were different significantly according to the types of awareness of cost and benefit about consumer complaining behavior. (3) The types of awareness of cost and benefit about consumer complaining behavior were different significantly according to only a school year among demographic characteristics. (4) The determinant factors of the types of awareness of cost and benefit about consumer complaining behavior were the attitude about complaints, the confidence of success about complaints, the knowledge about complaints, and the major field of study.

• 통상정보연구
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• 제9권4호
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• pp.91-104
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• 2007

The recent stabilization of the Internet is now driving every aspect of life into an Internet presence. In the coming years, the Internet will see growth in numbers unlike the world has ever seen. The subject of this study is the Research Study on the Products Purchase Type of On-line Shopping Mall Buyer. Also, this paper is to examine the relations between customer satisfaction and intensity of repurchase intention and complaining behavior in on-line context. On-line shopping customer depths interview it led and the online afternotes trust evaluation dimension was discovered the of useful characteristic, intention characteristic, exaggerating characteristic and on-line afternotes with or without. From these results, this paper suggests effective marketing strategy to the marketer who plans to run on-line shopping mall in the near future and also to the marketer who plans to sell products through the on-line shopping mall.

• 패션비즈니스
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• 제21권1호
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• pp.112-123
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• 2017

This study investigated if there are differences between Korean and Chinese consumers among the determinants of consumer complaint intention, type of complaint intention, and traits of complaining behavior. Sample subjects used in this study were female college students in Jeollabukdo and Jeollanamdo, Korea and Yunnam, China. Questionnaire data from 780 college students(Korea: 441, China: 339) were analyzed through a reliability analysis, factor analysis, frequence, mean, and multiple regression analysis. The results of the study were as follows. First, complaint intention of college students was divided into 3 factors, voice, private, and third party. Second, the findings of regression analysis for the total sample showed that the determinants of the factor 'voice' were the country, salespeople, product involvement, complaint cost, psychological tension, and social benefit. Whereas, the determinants of the factor 'private' were the producer, product involvement, psychological tension, and social benefit. Also, the determinants of the factor 'third party' were the country, oneself, salespeople, complaint cost, personal norms, and social benefit. Third, significant differences were indicated in the determinants of the 'voice', 'private' and 'third party' factors of complaint intention between Korean and Chinese consumers. Fourth, the complaint intention factors of 'voice' and 'third party' of Chinese consumers were higher than Korean consumers. Fifth, the attributions to dissatisfaction of Korean consumers were higher than Chinese consumers, and the product involvement, possibility for success, and consumer complaint attitudes of Chinese consumers were revealed to be higher than Korean consumers.

• 벤처창업연구
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• 제19권3호
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• pp.69-79
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• 2024

기업은 소비자의 불만족 요인을 적극적으로 파악하고, 예상되는 불평행동에 대하여 선제적으로 대응함으로써 소비자의 불만족을 해소하고 브랜드 로열티를 높여 재구매를 유도해야 한다. 이는 기업 규모와 무관하게 공통적으로 추구해야 하는 경영목표이다. 본 연구의 구체적인 목적은 소비자의 구매 전 기대성과와 구매 후 실제 지각성과와의 비교 여부에 따라서 불만족의 정도가 차이가 있는지, 불만족의 정도는 후속 행동인 불평행동의 유형에 영향을 미치는지, 이 과정에서 귀인행동은 조절적인 영향을 미치는지, 또한 결과의 지속성과 원인의 통제 가능성이 귀인 위치를 결정하는 요인으로 작용하는지 알아보는 것이다. 특히 벤처기업은 일반기업에 비해서 경영자의 정보처리 능력에 과부하가 걸릴 경우가 많아 의사결정에 있어서 여러 가지 비합리적인 오류를 보일 가능성이 있기 때문에 본 연구는 학문적으로나 실무적으로 중요한 의미가 있다. 분석결과, 불만족도는 부정적 불일치 그룹이 가장 높았으며, 불일치 정도가 높을수록 불만족도도 높았다. 불만족한 소비자의 귀인행동은 불만족의 정도에 조절적 영향을 미치고 있었는데, 불만족도는 외적 귀인집단이 내적 귀인집단보다 확연히 높았으며, 이는 통계적으로 유의했다. 한편, 결과의 지속성은 귀인 위치에 통계적으로 유의한 영향을 미치고 있으나 원인의 통제가능성은 그렇지 않았다. 귀인행동과 불만족의 정도는 불평행동의 유형에 영향을 미치지 않아 제한적인 영향력을 보여주었다. 본 연구는 이러한 결과들에 대한 해석과 함께 특히, 내구성 신제품을 제공하는 벤처기업에게 다양한 시사점들을 제시하고 있다.