온라인 쇼핑몰 이용자의 불만과 불평행동에 관한 연구A Study on Consumer Dissatisfaction and Complaint Behavior of Online Shopping Mall
- Other Titles
- A Study on Consumer Dissatisfaction and Complaint Behavior of Online Shopping Mall
- Authors
- 전병호; 강병구
- Issue Date
- 2012
- Publisher
- (사)디지털산업정보학회
- Keywords
- Consumer dissatisfaction; Complaint Behaviors; Online shopping Mall
- Citation
- (사)디지털산업정보학회 논문지, v.8, no.1, pp.231 - 244
- Indexed
- KCI
OTHER
- Journal Title
- (사)디지털산업정보학회 논문지
- Volume
- 8
- Number
- 1
- Start Page
- 231
- End Page
- 244
- URI
- https://scholar.korea.ac.kr/handle/2021.sw.korea/109606
- ISSN
- 1738-6667
- Abstract
- Consumer dissatisfaction and complaints make it difficult for online shopping mall to maintain existing customers and attract new customers, which may result in a direct profit loss. The primary purpose of this study is to investigate the relationship between customer dissatisfaction in terms of product-complaints and website complaints and complaint behaviors in terms of individual, public, and 3rd party complaint behaviors.
Th results indicate that product-dissatisfaction is significantly related to the public and 3rd party complaint behaviors, but not the individual complaint behavior. Website dissatisfaction was not found to be significantly related to any complaint behavior. The moderate effect of sex and individual attitude on the relationship between customer dissatisfaction and complaint behaviors was also not considerable.
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Collections - Graduate School > Department of Corporate Management > 1. Journal Articles
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