Consumer satisfaction with problem resolution in Oregon : an analysis of determinants Public Deposited

http://ir.library.oregonstate.edu/concern/graduate_thesis_or_dissertations/rb68xf67w

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  • The purpose of this study was to investigate whether or not dissatisfied consumers take action to solve consumer problems and to assess consumer's satisfaction with problem resolution. The data base for this study was derived from responses to the "Consumer Attitude Survey", conducted in 1980 by the Oregon Consumer Services Division (OCSD) of the Oregon Department of Commerce. The survey was conducted by mail questionnaire which was sent to a random sample of 1,000 Oregon citizens; 658 completed questionnaires were evaluated. Respondents were requested to identify the most serious consumer problems they had experienced in the last year; who was responsible for the problem, whether or not they or anyone in their household lost time from work, school, or other activities because of the problem; and whether or not they took action to get the problem corrected. Those who did not take corrective action were requested to indicate why they chose to act in this manner. Those who did take corrective action were requested to indicate their satisfaction with the complaint handling process and the dollar cost of trying to correct the problem. Responses to these questions and demographic data were used as variables to develop a hypothetical model of consumer complaint handling behavior, and to construct research hypotheses. The chi square test for independence was used to test for significant relationships. The results of hypothesis testing provided evidence of statistically significant relationships between the dependent variable, the decision to complain or not to complain; and the independent variables, the type of problem experienced, and the party responsible for the problem. Additionally there were statistically significant relationships between the dependent variable satisfaction with problem resolution and the independent variables, cost of problem resolution, parties responsible for the problem, and number of contacts (when controlled for helpfulness of the contacts). There is evidence in this study that some demographic characteristics of consumers are not related to consumer complaint handling behavior as it is usually stated in theories of consumer behavior. It was suggested that further research should be done in order to support this latter finding.
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