Consumer Complaint Behavior

MBA ( Marketing Management ), Post Graduate Diploma in Marketing Management, Diploma in Management , BSc ( Non Medical)

13 years of Working Experience With Automobile Dealerships , Educational Institutes & Office Automation Product Company.

Key Skills Groomed :

Trainer, Creative Thinker & Planner, Process & System Analytic, Monitoring, Networking , Marketing Management , Independent Business operator and Manager,
Customer Relation & Complaint Management, Team Leader , Marketing Strategy planner, Sales operational Standard & Process Coordinator, Administrative & computer skills ,Convincing, Direct Dealing, Sales & Hospitality, and learner.

Designation Achieved during Job :

Head of Customer Care Managers,
Customer Care Manager, Customer Relation Officer.
Assistant Sales Manager, Enquiry Administrator, Administrator,
Lobby Manager, Showroom Hostess, Office Coordinator, Customer Care and insurance In-charge, Insurance Executive, Customer Care Executive, Sales Executive ,Educational Blogger , Teacher , Learner.

Worked in Different cities :
Himachal Pradesh , Punjab , Chandigarh , Haryana , Uttar Pradesh

Immediate Boss
Reporting to CEO , Managing Director , GM ,
Sales Manager

Objective:

To obtain a challenging position in a reputed organization in order to enhance my intellectual development and also make a contribution towards overall growth of an organization.

Managing consumer complaints is essential in the competitive business environment. Various personal or situational factors can influence consumer complaining behavior. Marketing managers must understand these factors well to understand their customers and manage their complaints. A customer’s affective state or mood can influence his or her complaining behavior since affective states interact with cognition in shaping consumer behavior. Besides, a consumer’s trust regarding a brand is closely related to his or her expectations in the consumption situation and influences complaining behavior. In this context, the purpose of this study is to examine the impact of consumer mood and brand trust on consumer complaining behavior. An online survey was distributed by convenience sampling method in Istanbul between 17 October – 3 November 2020. Fifty-nine individuals with a mean age of 41 participated in the survey. The participants answered questions about their mood, brand trust towards the bank they use most frequently, and then read a service failure scenario regarding the bank’s branch services. After answering questions about their satisfaction level with the service explained in the text, they responded to questions about their complaining behavior estimates. In alignment with the service failure scenario, the participants’ satisfaction level has become approximately 1.6 over 5, indicating dissatisfaction, as expected. Findings were analyzed in SPSS. The scales were reliable with the following Cronbach’s alpha levels; 0.867 for the brand trust scale, 0.958 for the mood scale, and 0.729 for the consumer complaining behavior scale. The normality tests showed that the dependent variable, consumer complaining behavior, was normally distributed (Shapiro-Wilk test, p:0.24, skewness: -0.189, kurtosis: -0.010). The regression analysis showed that mood (standardized beta: -0.272, p=0.024) and brand trust (standardized beta: -0.288, p=0.002) had a significant negative effect on consumer complaining behavior. Two other variables were also controlled; the frequency of doing banking transactions and the number of banks that are actively used, but the analysis showed that they did not have a significant effect on consumer complaining behavior. Besides, ANOVA results showed that consumer complaining behavior did not differ across participants’ education level and preferred banking channels such as the internet or mobile banking. This study has shown that a positive mood and bank trust reduced consumers’ intentions to complain in a service failure situation. The primary managerial implication of this study is that marketing programs, personal selling efforts, and customer relationship management must focus on building and maintaining trust and commitment between their brand and customers since brand trust decreases negative word-of-mouth and reduces CCB intentions in case of a service failure. Besides, service providers must try to create a positive-mood-inducing atmosphere to decrease customer complaints. The findings support the commitment and trust model of relationship marketing (Morgan and Hunt, 1994). Future studies can employ more representative samples to reach more generalizable results. Researchers can test the findings and make comparisons across different service sectors. Further studies can also include brand forgiveness and brand personality concepts in their research models.

This study aims at identifying the aspects of failure, recovery,
and complaint processes in restaurant consumptions with a qualitative
research approach. Texts in questionnaires collected from
95 Turkish consumers who both had negative experiences in
restaurants and voiced their complaints to management were content-
analyzed and the primary findings showed that respondents
initially evaluate failures sourcing from food, service, and atmosphere
based on two factors (failure severity and attribution); then
they voice their complaints hierarchically, and may receive no
response or a kind of response to their complaints, and finally
they form their perceptions of justice which results in behavioral
outcomes.

İlgili çalışma, tur katılımcılarının tur sırasında veya tur sonrasında yaptıkları şikâyet unsurlarını ortaya çıkarmayı amaçlamaktadır. Çalışmanın diğer bir amacı ise, karşılaşılan şikâyetlere yönelik uygulanan telafi stratejilerini incelemektir. Bu noktada turist rehberliği bağlamında telafi stratejilerine yönelik çalışmaların eksik olması bu araştırmanın önemini ortaya koymaktadır. Nitel araştırma desenlerinden durum çalışması olarak yürütülen araştırmada veri toplama yöntemi olarak görüşme tekniği kullanılmıştır. Yarı yapılandırılmış görüşme formu aracılığıyla 01 Nisan-15 Ağustos 2021 tarihleri arasında eylemli 28 turist rehberine ulaşılmıştır. Araştırmanın örnekleme yöntemi olarak olasılık temelli olmayan örnekleme yöntemlerinden “amaçlı örnekleme” yöntemi seçilmiştir. Araştırmanın amacı dikkate alındığında amaçlı örnekleme yöntemlerinden biri olan “maksimum çeşitlilik örnekleme” yönteminin uygun olacağı kararlaştırılmıştır. Araştırmanın bulguları betimsel analiz tekniği ile değerlendirilmiş olup; tur katılımcılarının sıklıkla yemekler, esnafın fahiş fiyat uygulaması ve otel konularında rehberlere şikâyette bulundukları tespit edilmiştir. Turist rehberlerine, şikâyet sonrası izledikleri telafi stratejileri sorulduğunda ise; şikâyet davranışı sergileyen ve memnun edilmek istenilen tur katılımcılarına sıklıkla hediye verme ve ücret iadesi/kısmi ücret iadesi gibi telafi stratejilerine başvurdukları sonucuna ulaşılmıştır.

Günümüzde internet kullanımının yaygınlaşmasıyla beraber pek çok tüketici kullandıkları mal ve hizmetlerle ilgili memnuniyetsizliklerini şikâyet siteleri üzerinden belirtmeyi tercih etmektedir. Toplumda önemli bir orana sahip olan engelli bireyler de turizm hizmetlerini alırken yaşadıkları sorunları şikâyet sitelerinde dile getirmektedirler. Engelli bireylerin turizme katılmalarını artırmanın yolu onların ihtiyaçlarını anlamak ve karşılaştıkları sorunları çözebilmekten geçer. Bu çalışmada Türkiye " de en çok kullanılan şikâyet siteleri incelenerek engelli bireylerin ulaşım ve konaklama alanında aldıkları hizmetlerle ilgili ulaşılan 56 adet şikâyet analize tabi tutulmuştur. Araştırma sonuçları engelli bireylerin en fazla şikâyet ettikleri konuların çalışanların engelli turistlere karşı olumsuz tutum ve davranışları, fiziksel ortamların engelli ihtiyaçlarına yönelik olmaması ve işletmeler tarafından engellilere verilen ek hizmetler için haksız yere ücret talep edilmesi veya kanunen yapılması zorunlu indirimlerin yapılmaması olduğunu ortaya koymuştur.

Complaints arise when a company does not satisfy the expectations of consumers who buy its products or services. From a consumer’s perspective, complaining is a negative act. It is thus very important for enterprises to solve problems derived from CC. Based on these premises this study aims to assess complaints and complaint-associated behaviors of consumers who visited Eskisehir. This study is descriptive, and the questionnaire used for data collection is adapted from the questionnaire developed by Kilic & Ok (2013) in their study “Consumer Complaints & Evaluation of Complaints in Hotels”. The research population is sampled from tourists staying at five-star hotels in Eskisehir. Data collection is based on convenience sampling. It is found that tourists who stayed at Eskisehir are mostly complaining about low service quality and lack of hygiene and sanitation

Complaints arise when a company does not satisfy the expectations of consumers who buy its products or services. From a consumer’s perspective, complaining is a negative act. It is thus very important for enterprises to solve problems derived from CC. Based on these premises this study aims to assess complaints and complaint-associated behaviors of consumers who visited Eskisehir. This study is descriptive, and the questionnaire used for data collection is adapted from the questionnaire developed by Kilic & Ok (2013) in their study “Consumer Complaints & Evaluation of Complaints in Hotels”. The research population is sampled from tourists staying at five-star hotels in Eskisehir. Data collection is based on convenience sampling. It is found that tourists who stayed at Eskisehir are mostly complaining about low service quality and lack of hygiene and sanitation