Study on Consumer Behavior in the Range of Complaint

Abstract

A satisfied customer is the guarantee of profits for the company. However, even though the checks are carried out, low quality products get on the market and do not meet the needs of customers. Customers can express their lack of satisfaction by making a complaint. This paper presents the results of research on consumer behavior in the range of complaint. Respondents rated their satisfaction on the stage of submitting a complaint, when contacting while the complaint has been pending, and from the final effects of settling the claim. The influence of seller approach to the customer and the way of the complaint realization on customer satisfaction has been analyzed.