Determinants of Consumer Complaining Behavior: A study of Pakistan

Abstract

Importance of addressing dissatisfied consumers has increased very much these days because of intense competition due to establishment of new kind of stores and offering many kinds of customer services by service providers. This study focuses on effects of attitudinal and perceptional variables (attitude toward complaining, prior complaint experience, perceived possibility of success and customer"s loyalty) on Consumer Complaining Behavior (CCB). Model of this research is to complete the attitudinal or behavioral perspective and consumer complaining behavior literature in the frame work. A total of 232 people were asked to become the part of this study through a self administered questionnaire from Bahawalpur City. ISSN 2164-4063 2013 www.macrothink.org/ijld 122 This study uses a non-probability sampling technique that is convenience sampling. Regression results shown that attitude toward complaining, perceived possibility of success and customer loyalty had significant positive impact on consumer complaining behavior but relation between prior complaint experience and CCB was not proved to be significant. Careful studies have been carried out in order to validate conceptual frame-work that can be taken as an initial point to understand the concepts of Consumer Complaining Behavior (CCB). International Journal of Learning & Development

Online Shopping Behavior on Generation Y in Indonesia

“…Furthermore, consumers' attitude on online shopping is an important factor that influenced the intention of online shopping (Lim, Yap, andLee, 2011: Andrews andBianchi, 2012). This research finding also supported by the unique characteristics of consumers that belong to Generation Y such as confidence, independent, goal oriented, up-to-date, and able to select and adapt to technology in every aspect of life, including shopping (Ashraf, Sajjad, Ridwan, Ahmed, and Nazeer, 2013;Meier and Crocker, 2010;Ismail and Lu, 2014;Luthfi, 2014).…”

“…This lifestyle orientation was characterized by consumers who strive to achieve control in many aspects of their lives, tend to be practical thinkers, look for functionality, and risk taking. This type of lifestyle also represents the unique characteristics of Generation Y such as confidence, independent, goal oriented, up-to-date, and able to select and adapt to technology in every aspect of life, including shopping (Ashraf et al, 2013;Meier and Crocker, 2010;Ismail and Lu, 2014;Luthfi, 2014) and utilitarian benefits (Dholakia and Uusitalo, 2002). These lifestyle and unique characteristics become the background why they are potential consumers for online shopping (Veronika, 2013).…”

“…Generation Y were born from 1980 to 2000 and have unique characteristics such as confidence, independent, goal oriented, up-to-date, and able to select and adapt to technology in every aspect of life, including shopping (Ashraf, Sajjad, Ridwan, Ahmed, and Nazeer, 2013;Meier and Crocker, 2010;Ismail and Lu, 2014;Luthfi, 2014). Young generation easily adapts to the internet and uses the internet as a tool for shopping (Kiyici, 2012).…”

“…These data showed the number of young consumer is quite high in Indonesia. Young consumers tend to be confident, independent, goal oriented, know the development of the latest information, and is able to select and adapt to the latest information and technology in all aspects of life including specifying the behavior of the purchase of goods/services (Ashraf, Sajjad, Ridwan, Ahmed, and Nazeer, 2013;Meier and Crocker, 2010;Ismail and Lu, 2014;Luthfi, 2014). Dholakia and Uusitalo (2002) found that younger consumers were more hedonic and utilitarian benefits of online shopping than older consumers.…”

Generation Y’s Complaint Behavior toward Online Shopping

“…Generation Y were born between 1980 and 1995 with a certain characteristic such are confident, independent, goal-oriented, always up to date with the latest information, and are able to select and adapt technology in various aspects of life, including shopping (ASHRAF et al, 2013;MEIER;CROCKER, 2010;ISMAIL;LU, 2014;LUTHFI, 2014).…”