• Human Ecology Research
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• v.52 no.4
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• pp.429-441
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• 2014

The use of smartphones has grown rapidly over a short period of time, particularly for commuting news search, smart banking, and social networking services, and has had a significant impact on the pattern of contemporary life. Further, a wide range of applications are downloaded on to smartphones. This has also led a considerable number of complaints regarding these applications. In this study, we focus on the levels of dissatisfaction that users experience with smartphone applications and their effects on consumer complaint behavior along with the moderating effects of the complaint handling process and attribution. The aim of this study is to verify whether the following hypothesis--2 (low/high dissatisfaction level of smartphone applications)${\times}2$ (poor/excellent complaint handling process)${\times}2$ (internal/external consumer attribution)--is in accordance with the betweengroup design to build a factorial design experiment. The results of this study are as follows. First, the consumer's tendency to complain significantly influenced their dissatisfaction level. Second, consumer complaint behavior is modulated by the complaint handling process. Third, the external-attribution tendency of consumers was found to lead to more dissatisfaction than the tendency for internal attribution.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.375-383
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• 2021

The justice issue in the service recovery process has become an interesting topic especially in rural banks in Indonesia. There are two types of justice issues in handling the complaint process; distributive and informational. This study aims to analyze the effect of distributive and informational justice on complaint handling satisfaction. This study also examines the mediating role of positive and negative emotions on the effect of justice in post-merger rural banks. This research employs a survey by distributing a questionnaire to 238 customers who have complained to one of the post-merger rural banks in West Java and Yogyakarta. This study uses the structural equation modelling (SEM) method by WarpPLS software. The results reveal that distributive and informational justice have a positive effect on positive and negative emotions, while informational justice does not affect positive and negative emotions. Distributive and informational justice directly affect satisfaction over complaint handling. On the other hand, positive and negative emotions affect satisfaction over complaint handling. The findings of this study suggest that positive emotion also mediates the distributive justice effect on satisfaction over complaint. Lastly, positive and negative emotions do not mediate the informational justice effect on satisfaction over complaint handling at post-merger rural banks in West Java and Yogyakarta, Indonesia.

• The Research Journal of the Costume Culture
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• v.15 no.6
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• pp.1023-1037
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• 2007

The focus of this study was on service recovery process of domestic internet fashion shopping mall, the purposes of this study were to extract perceived interaction effort and service justice with the recovery factors according to service failure by literature review, and to empirically examine the effect this variables on customer satisfaction with complaint handling and loyalty. The questionnaires was administered to 256 internet shopping mall customer, who has experiences of dissatisfaction and complaining behavior after buying fashion products. The data was analyzed by Cronbach's a, confirmatory factor analysis, correlation analysis, and structural equation modeling using LISREL 8.30 program. The results were as follows. First, perceived interaction partly affected serviced justice consumer. Interaction effort on the part of consumer negatively affected interactional justice, but didn't affected distributive justice and procedural justice. However interaction effort on the part of shopping mall positively affected all justice. Second, distributive, procedural and interactive justice positively affected customer satisfaction with complaint handling and loyalty. Finally, customer satisfaction with complaint handling positively affected customer loyalty. The implications of the research and directions for future researchers were discussed.

• Korean Journal of Human Ecology
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• v.21 no.5
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• pp.957-973
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• 2012

This study analyzed consumer public complaint behaviors and the satisfaction of complaint handling among credit card users who availed of credit card services. Relatively little research has been done in this area, despite the obvious importance of understanding and improving credit card market conditions. The purpose of this study was to examine consumer compliant behaviors with a focus on public actions, such as voice responses and the third party actions among credit card users. With the goal of providing consumers with more positive expectations of credit card companies' complaint handling process, this study investigated the status of public actions and the negative effect of complaints on the overall satisfaction of post-complaint behavior toward credit card services. The responses from 1,000 credit card users were analyzed using descriptive analysis, factor analysis, multi-logit analysis, and Heckman selection estimate. The analysis provided three major results: (1) perceived service quality among credit card users was conceptualized into groups such as responsiveness, innovation, company, additional service, and fee, (2) perceived service qualities, age, residential area, employment status, and subjective economic status had significant effect on public compliant action behaviors, and (3) unidimensional factors resulting from post-complaint behaviors were analyzed and several variables, such as period of credit card use, average amount used, and perceived service quality had significant effects on the degree of satisfaction associated with complaint handling in terms of credit card services. Several implications and directions for further research are discussed.

• Korean Journal of Child Education & Care
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• v.18 no.2
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• pp.217-230
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• 2018

The purpose of this study is to investigate the consumer centered on-line services of Support Center for Childcare(SCC) of districts. For this purpose this study analyzed the 69 on-line services in websites of SCC. The materials used to evaluate the website services in this study were revised from Lee(2009)'s, Moon(2005)'s and Lee(2005)'s study. The evaluation categories are composed of information providing services, complaints handling services, online participation services, and usability services. The result of this study are as follows. First, in the aspect of information providing services, introduction to SCC, main business of SCC, and related website ranked high. Second, in the aspect of complaints handling services, complaint service board and complaint process notice ranked high. Third, in the aspect of online participation services, on-line application and reservation ranked high. Fourth, in the aspect of usability services, integrated searching, site map, and personal information protection ranked high. The results of this study showed that websites of SCC of districts tried to various services to communicate the consumers. Also the results of this study revealed the contents and problem of websites of SCC, and implied the more systematic and efficient services of SCC.

• THE INTERNATIONAL COMMERCE & LAW REVIEW
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• v.69
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• pp.523-541
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• 2016

According to Chinese Arbitration Law, combination of mediation with arbitration means that in the process of arbitration, arbitrator may conduct mediation proceedings for the case they are handling, provided both parties agree to do so. If mediation succeeds and the parties reach a settlement agreement, the arbitrators may render a consent award or a written mediation statement in accordance with the contents of the settlement agreement. If mediation fails, the arbitration proceedings will be resumed until the case is concluded by making of an arbitral award. There is no formal name of this system in China, it is called "combination of mediation with arbitration", "mediation in arbitration process" or "arbitration-mediation", the author of this thesis select "arbitration-mediation" and make it simply as "Arb-Med". This thesis concentrates on three issues that arbitrators and the parties have to clarify and pay attention to once they choose to use Arb-Med. The first part is about the 'waivable problems', include waive the right to challenge a arbitrator who act as a mediator at the same time with parties' approval, as well as the question about the waiver of the arbitrator's duty to disclose confidential information obtained during mediation. The second part is 'public policy in Arb-Med', introduces the concept of public policy, the bias may arise the complaint about public policy, and the due procedure problem. And the last part is about the award deals with a difference not contemplated by or not falling within the terms of the submission to arbitration, or it contains decisions on matters beyond the scope of the submission to arbitration, especially about the award including some contents which has relation to third party's interests.

• Journal of Korea Society of Industrial Information Systems
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• v.29 no.1
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• pp.135-144
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• 2024

In this study, we propose an automatic classification model for quantitative multidimensional analysis based on facet theory to understand public opinions and demands on major issues through big data analysis. Civil complaints, as a form of public feedback, are generated by various individuals on multiple topics repeatedly and continuously in real-time, which can be challenging for officials to read and analyze efficiently. Specifically, our research introduces a new classification framework that utilizes facet theory and political analysis models to analyze the characteristics of citizen complaints and apply them to the policy-making process. Furthermore, to reduce administrative tasks related to complaint analysis and processing and to facilitate citizen policy participation, we employ deep learning to automatically extract and classify attributes based on the facet analysis framework. The results of this study are expected to provide important insights into understanding and analyzing the characteristics of big data related to citizen complaints, which can pave the way for future research in various fields beyond the public sector, such as education, industry, and healthcare, for quantifying unstructured data and utilizing multidimensional analysis. In practical terms, improving the processing system for large-scale electronic complaints and automation through deep learning can enhance the efficiency and responsiveness of complaint handling, and this approach can also be applied to text data processing in other fields.