Consumer Complaints Research Articles

The Influence of Product Quality and Service Quality on Customer Loyalty Through Customer Satisfaction

Product quality an important role in the marketing strategy that can be implemented by Informa by providing the best products for its consumers to provide trust, satisfaction and a positive experience so that consumers make product purchases in the future. The purpose of this study was to determine the greatest influence of customer loyalty. This type of research is quantitative with a purposive sampling technique distributed through a questionnaire to 190 male and female respondents of Informa product customers aged 17-50 years who have made a purchase at least 1 time in the last 1 year and domiciled in Jakarta. Primary data analysis was carried out using the SEM Smart PLS method. The results of this study indicate that product quality and service quality have an effect on customer satisfaction. Furthermore, product quality and service quality have a direct effect on customer loyalty, but satisfaction does not affect customer loyalty. Customer satisfaction is not proven to be a mediation between product quality and service quality on customer loyalty. This study contributes to Informa in maintaining and increasing customer loyalty, which can be seen from several factors formed from each consumer complaint optimally and measurably. For further research, the researcher suggests expanding the research area and looking for objects in other fields.

The Influence of Perceived Value, Service Quality on Customer Loyalty Mediated by Corporate Image

Perceived value an important role in marketing strategies that can be implemented by the banking industry by providing the best facilities for its customers to be able to provide trust, experience of the services provided so that the company's image increases and customers become loyal to the industry. The purpose of this study was to determine the greatest influence of customer loyalty. This type of research is quantitative with a purposive sampling technique distributed through a questionnaire to 100 male and female BCA bank customer respondents aged 17-50 years and domiciled in Central Jakarta. Primary data analysis was carried out using the Structural Equation Modeling (SEM) method. The results of this study indicate that 7 hypotheses submitted were accepted, and the perceived value variable has the greatest direct influence on the company's image. Then the greatest indirect influence is the company's image with perceived value and customer loyalty. This study contributes to the company in maintaining and improving the company's image can be seen from several consumer complaint factors optimally and measurably. For further research, the researcher suggests expanding the research area and looking for objects in other fields.

Customers' sentiment on food delivery services: An Arabic text mining approach

The Covid-19 pandemic has accelerated the shift in organizations' strategies toward innovative online services. Customer reviews on platforms for online ordering and delivery are a vital source of information about how well a business is performing. Businesses that provide food delivery services (FDS) seek to leverage consumer input to locate areas where customer satisfaction could be raised. Sentiment analysis (SA) has been the subject of an enormous amount of English-language research. Despite Arabic's increasing popularity as a writing language on the Internet, not much study has been conducted on sentiment analysis of Arabic up to this point, with a limited number of publicly available resources for Arabic SA such as datasets and lexicons. The present study collects FDS-related reviews in Arabic to conduct extensive emotion mining, taking advantage of Natural Language Processing, feature selection, and Machine Learning techniques to elicit personal judgments, identify polarity, and recognize customers’ feelings in the FDS domain. To demonstrate that the proposed approach is suitable for analyzing human perceptions of FDS, we designed and carried out excessive experiments that assess the utility of each phase. Our highest categorization accuracy was 90 % using Mutual Information with the SVM classifier. The study's findings provide various managerial insights for improving their plans and service delivery, as well as revealing the main reasons for consumer complaints. It also demonstrates how future academics might harness the power of online business reviews in Arabic using a variety of text-mining approaches.

Consumers’ quest for justice: a multi-actor analysis of formal legal complaints

ABSTRACT Third-party consumer complaints are relatively under-studied despite being the most effortful variant of consumer complaining behavior (CCB). We address this gap by performing a qualitative thematic analysis on adjudicated legal claims selected through multiphase sampling. Through a mix of the inductive and deductive approaches, under-emphasized themes of the phenomenon are extracted from the perspectives of the disputants, adjudicator(s), and the system at the macro level and then summarized into an actionable grievance continuum. We contribute to theory, practice, and policy by linking the hitherto separate domains of market-shaping and consumer complaints and delineating systemic challenges in managing consumer claims.

Development of a mobile application for rapid detection of meat freshness using deep learning

The freshness or spoilage of meat is critical in terms of meat color and quality criteria. Detecting the condition of the meat is important not only for consumers but also for the processing of the meat itself. Meat quality is influenced by various pre-slaughter factors including housing conditions, diet, age, genetic background, environmental temperature, and stress factors. Additionally, spoilage can occur due to the slaughtering process, though post-slaughter spoilage is more frequent and has a stronger correlation with postslaughter factors. The primary indicator of meat quality is the pH value, which can be high or low. Variations in pH values can lead to adverse effects in the final product such as color defects, microbial issues, short shelf life, reduced quality, and consumer complaints. Many of these characteristics are visible components of quality. This study aimed to develop a mobile application using deep learning-based image processing techniques for the rapid detection of freshness. The attributes of the source and the targeted predictions were found satisfactory, indicating that further advancements could be made in developing future versions of the application.

Detecting pyramid scheme activity with Google trends data

ABSTRACT This article explores the relationship between pyramid scheme participation and internet search activity, using a case study of a shuttered pyramid scheme in the United States. Comparing results against the Bass diffusion model, we estimate the relationship between monthly pyramid scheme uptake at the state level and the search frequency of key terms in that state (e.g. the scheme name). Using monthly data from 2004 to 2013, we find evidence that Google Trends data can be an effective complement to other fraud detection methods at the state level. This tool is especially useful in situations where consumer complaints are rare, and it is difficult to detect or measure the level of scheme activity.

U.S. Airline Customer Complaint Trends: A Decade-Long Analysis (2013-2022) Including COVID-19 Impacts

The Airline Deregulation Act of 1978 significantly reshaped the U.S. aviation industry, transitioning from government-controlled pricing and service standards to market-driven dynamics. This shift led to the rise of low-cost carriers, reduced service quality, and increased customer complaints. In response to fluctuating service standards, the Air Travel Consumer Report (ATCR) was introduced in 1987 to provide transparency in airline service quality. This study leverages ATCR data from 2013 to 2022 to analyze trends in customer complaints across major U.S. airlines. The primary objectives are identifying the major customer complaints and determining which airlines received the most complaints during the studied period including the COVID-19 pandemic era. Results indicate that flight problems, refunds, baggage issues, customer service, and reservations/ticketing/boarding are the top complaints, with refunds peaking during the COVID-19 pandemic due to travel restrictions. Airlines such as Frontier, Spirit, and United consistently received higher complaints, while Alaska, Delta, and SkyWest had fewer complaints. The study underscores the importance of service quality in fostering customer satisfaction and loyalty, suggesting that airlines should focus on reducing complaints in key areas to enhance service quality. The findings provide valuable insights for both airlines and consumers, highlighting areas for improvement and aiding consumers in making informed choices. This study also emphasizes the need for comprehensive service quality measures beyond consumer complaints to assess airline performance accurately.

Analisis Strategi Pemasaran Dalam Meningkatkan Volume Penjualan Pada UD. Tahu Murni Kota Gunungsitoli

Marketing has a crucial role in increasing product sales and introducing products to consumers. UD. Tahu Murni, located in Gunungsitoli City, is a business that focuses on tofu production with additional tempeh products. Although the business is still in operation, tofu production shows stagnation, with an increase only occurring on weekends. This is due to the lack of effective marketing strategies to attract a wider consumer base. This study aims to evaluate the marketing strategies implemented by UD. Tahu Murni in an effort to increase its sales volume. The main focus of this research is to identify the constraints faced in the marketing strategy as well as to propose improvement measures. Based on the results of the study, it was found that the marketing strategy of UD. Tahu Murni has not been optimized. The business still relies on traditional marketing methods such as word of mouth, direct sales, and direct distribution, which have proven to be slow and inefficient in expanding the market. Improving product quality and product planning based on consumer complaints is not enough to significantly increase sales volume.

Influence of Marketing Communication on Customer Loyalty at PT. Image Express Delivery Van (TIKI) Sumedang Branch

Abstract. Marketing communications can be an effective form of communication channel to handle consumer complaints effectively and efficiently. By paying attention to the importance of marketing communications, companies can design more effective communication strategies to achieve their marketing goals, and can build strong customer loyalty. In this research, the method used is a quantitative method. According to Priyono (Sahir, 2021:13) "Quantitative research methods are scientific thinking in which there is a process of idea formation and ideas are implemented strictly using nomothetic principles and using deductive patterns." Marketing Communications (X) has a positive and significant influence on Customer Loyalty (Y) at PT. Citra Van Titipan Kilat (TIKI) Sumedang Branch with a total influence of 51.1% while 48.9% is the influence of other variables not examined in this research. Then, based on the t test, the calculated t is 9.679 and the degrees of freedom (nk-1) or 100-1-1 98 are obtained for the t table of 1.985 so that the calculated t > t table (9.679 > 1.985). This means that H0 is rejected and H1 is accepted, so there is a positive and significant influence.

Online and offline delivery qualities: O2O satisfaction and loyalty through technology acceptance model

This study presents an in-depth examination of customer satisfaction dynamics within the rapidly growing O2O food delivery (OFD) sector. Recognizing the exponential market growth and the gradual rise in consumer complaints, we seek to address the gaps in current academic research that tends to overlook the distinction between online and offline service experiences, as well as the psychological foundations of technology adoption. We propose a series of hypotheses grounded in a comprehensive theoretical framework that distinguishes between online and offline dimensions of consumer satisfaction and explores their interrelation by incorporating the technology acceptance model (TAM). We posit that, regarding online satisfaction, the quality of food information, the quality delivery tracking service, and user privacy protection functions from OFD applications hold positive significance for online customer satisfaction. Additionally, considering offline satisfaction, we assert that delivery quality and environment of the delivery service (i.e., delivery scape) contribute positively to offline customer satisfaction. We adopt trust transfer theory to hypothesize a positive relationship between online and offline satisfaction to comprehend a continuous flow in how consumer satisfaction develops. The paper also examines the pathway by which online satisfaction influences consumer loyalty through TAM. By investigating the dynamics regarding these relationships, this study contributes to offering valuable insights that could enhance OFD users’ satisfaction and their loyalty.

중국 택배기업의 서비스 품질이 고객만족도와 지속사용의도에 미치는 영향에 관한 연구

As an important part of the postal industry after the reform and opening up, Chinese courier services have made rapid development. However, there are also problems with the development of Chinese courier companies, such as uneven service quality and difficulty in protecting the rights and interests of users. With the increasingly explosive development of e-commerce such as C2C, problems are increasing along with the rapid development of the courier industry. Whether it is the final stage of online marketing and distribution or the service industry, the overall service quality of the courier industry has declined. For example, consumer complaints have increased and netizens have complained. As consumers’ rights protection consciousness is strengthened, one of the ways to increase customer satisfaction is to improve the quality of service of the company and increase the customer’s intention to continue using it.

Pengaruh Content Marketing, Harga, dan Kualitas Produk Terhadap Keputusan Pembelian

Najla Farid Bisyir, who created a dessert box business called Bittersweet by Najla, took advantage of the huge opportunities in the food and beverage industry in Indonesia. The popularity of culinary dessert boxes has made many small businesses start their business by selling dessert box products via social media, which means Bittersweet by Najla has many competitors. Apart from that, there are several consumer complaints regarding the price and quality of products expressed through e-commerce. Bittersweet by Najla's content marketing was also complained about because it was considered excessive and not in accordance with reality. This research aims to test and explain the influence of content marketing, price and product quality on purchasing decisions for Bittersweet by Najla consumers. This research was conducted in Denpasar City in June 2024. Data was collected using an instrument in the form of a questionnaire from 105 Bittersweet by Najla consumers who were determined based on a purposive sampling technique. The data obtained was then analyzed using multiple linear regression analysis. The research results show that all hypotheses are supported, namely content marketing has a positive and significant effect on purchasing decisions, price has a positive and significant effect on purchasing decisions, and product quality has a positive and significant effect on purchasing decisions. The implication of this research is that the better the content marketing, price and product quality, the greater the purchasing decisions.

Study on the Influences of Inter-Governmental Information Flow and Interdepartmental Collaborative Supervision on Pork Quality: A Case Study in China.

To study the influences of the degree of interdepartmental collaborative supervision on the behavioral strategy selection of pig farmers, pig slaughterers, and pork processing manufacturers in the pork supply chain system, this study established a three-party evolutionary game model involving pig farmers, pig slaughterers, and pork processing manufacturers based on the social co-governance framework by focusing on the interdepartmental information sharing mechanism and cooperative governance. Here, we examined how the degree of collaborative supervision among government departments influences the behavioral strategy selection of these parties by focusing on key mechanisms such as information sharing and interdepartmental collaborative governance. Our findings revealed that within a social co-governance system, the strategic choices of the three entities in the pork supply chain closely correlate with the coordination level of collaborative supervision among government departments, particularly through information-sharing mechanisms. Additionally, the strategies are influenced by market-based contract supervision among entities, consumer reporting intensity, and the collaborative governance capabilities of the government, market actors, and consumers. Higher levels of social co-governance are associated with fewer risky links in the pork supply chain and reduced overall risk. Key factors affecting the behavioral strategy selection of the subjects in the pork supply chain include interdepartmental collaborative governance among government departments (e.g., optimizing random inspection frequencies, adjusting economic penalties, and disclosing enterprise market credit information via information sharing mechanisms), consumer complaint probabilities, and the intensity of mutual supervision among enterprises. Therefore, to enhance pork supply chain quality and mitigate risks, it is crucial to enhance the coordination of collaborative supervision among government departments, encourage consumer reporting, and improve market-based mutual supervision mechanisms among upstream and downstream subjects in the supply chain.

Review on the Implementation of the Consumer Act of the Philippines: Insights to Its Plausible Future

As a developing Southeast Asian nation, the Philippines have experienced economic growth, leading to challenges in ensuring consumer protection. This study reviewed the level of implementation of Consumer Act of the Philippines (Act) and explored insights to its plausible future. This used both quantitative and qualitative components. This was conducted in Capiz. For the survey, respondents comprised of consumers buying in Roxas City supermarkets and grocery stores selling basic commodities. For Focus Group Discussion (FGD), business owner representative, Department of Trade and Industry implementers, and consumer organization members participated. For the challenges encountered in Act’s implementation, respondents believed that the law protects their rights, but they lacked awareness of how to enforce it with perceived weaknesses on Act’s effectiveness in enforcing penalties. For the level of implementation, respondents believed that the Act effectively ensured the quality and safety of consumer products in the market, reduced deceptive, unfair, and conscionable sales acts or practices, provided efficient resolution for valid warranty claims, protected against misleading or deceptive packaging techniques, holds businesses accountable for product and service imperfection, prevents misleading advertisements and fraudulent sales promotion practices, regulates service and repair enterprises, and ensures effective consumer complaints handling. Consumers perceived that Act's provision on penalties was inadequate, ineffective in addressing broader issues, inadequately implements provision on warranties, labeling, and fair packaging, no provision on claims for damages, with gaps in addressing issues on sales promotion, service, and consumer complaints handling. Participants highlighted the need to promote consumer education, clearer guidelines on acceptable sales practices, and areas for improvement in online marketplaces, consumer awareness, and enhanced enforcement capabilities. Overall, strengthened consumer advocacy, enforcement training, and education, provision of harsher penalties, collaboration with other stakeholders, enhanced screening measures on online shopping platforms, and streamlined online dispute resolutions.

Bakery Packaging Improvement through Kansei Engineering: A Multi-Objective Analysis of Consumer Preferences

This study investigates the packaging improvement process for plain bread at CV. X. Consumer complaints regarding the use of only tape for sealing and the subsequent negative impact on bread quality (shape, texture, shrinkage) prompted the bakery to explore packaging redesign. This research aims to redesign product packaging using Kansei Engineering, specifically Kansei Type 1, and multivariate analysis. The initial steps of Kansei Engineering Type 1 involve collecting 40 Kansei words, refining them to 30, and then creating a questionnaire for distribution to consumers. The collected questionnaire data will undergo multivariate analysis based on respondent feedback. Desired packaging criteria include bold product branding, multi-color packaging, featuring halal and food safety logos, a prominent company logo, a box-shaped package, made from Oriented Polypropylene (OPP) plastic, and sealed with clip closure.

Pengukuran Kinerja Rantai Pasok Pada Industri Karet Remah dengan Pendekatan SCOR (Supply Chain Operations Reference)

One of the pivotal aspects of a company lies in its supply chain. The company must effectively and efficiently manage their supply chains to support production quality, achieve organizational goals, and ensure customer satisfaction. This research aims to determine the key performance indicators (KPIs) for the crumb rubber processing industry and provide suggestions for improving its supply chain performance. Supply chain performance measurement was conducted using the Supply Chain Operations Reference (SCOR) model in conjunction with the Analytical Hierarchy Process (AHP) method to determine the weights of the KPIs. The research found that the overall supply chain performance score for the crumb rubber company was 84.92, categorizing it as "Good." However, among the 26 Key Performance Indicators (KPIs) identified, three indicators (i.e. production of defective products, consumer complaints, and returns of defective products) fell into the "Poor" category. Hence, it is crucial for crumb rubber industry stakeholders to address these three criteria to enhance supply chain performance.

Comparison of Consumer Protection Laws Between Indonesia, the Philippines, and South Korea in Achieving Justice

Introduction: Consumer protection is an important aspect as a global phenomenon and is practically implemented by various countries in the world.Purpose of the Research: This research aims to describe the development of consumer protection regulations in Indonesia and to compare consumer protection between Indonesia, the Philippines and South Korea in realizing justice.Method of Research: Normative legal research by prioritizing comparative, conceptual and statutory approaches.Results of Research: The development of consumer protection regulations in Indonesia after the passing of the consumer protection law has actually facilitated the existence of consumer rights which are applied proportionally to consumer obligations. Even so, the practice of developments over time and technology also actually requires changes to consumer protection laws. In efforts to realize justice for consumers by referring to the consumer protection arrangements carried out by the Philippines and South Korea, Indonesia needs to optimize effective and substantive consumer complaint procedures as in the Philippines, including also referring to consumer protection practices carried out by South Korea by providing integrated legal assistance. for consumers in the consumer dispute process, both legal assistance in the form of consultations and legal assistance services in the form of lawyers for consumers.

Impact of Human-Like Empathy of AI Chatbots and Privacy Concerns on Consumer Complaint Behavior in E-Commerce

Impact of Human-Like Empathy of AI Chatbots and Privacy Concerns on Consumer Complaint Behavior in E-Commerce

Brand avatar present or absent? Investigate brand avatar and consumer forgiveness in public apology

PurposeThe rising occurrence of digitally driven public consumer complaints has made it necessary for enterprises to obtain consumer forgiveness. However, existing research has provided little understanding regarding how to obtain consumer forgiveness effectively. Thus, the present study examined how brand avatars can improve consumer forgiveness in the context of public apology.Design/methodology/approachThis study tested the mechanism of a brand avatar on consumer forgiveness using three studies. Specifically, we explored the direct and mediating effect of empathy toward a brand (Study 1); we identified the moderating mediating effect of humorous responses (Study 2) and product type (Study 3). Data for these studies were collected on Credamo. We analyzed the data using SPSS (26.0) for the primary analysis and PROCESS (3.5) for the mediating and moderating mediating analysis.FindingsThe results indicate that brand avatars enhance consumer forgiveness. Moreover, empathy toward a brand plays a mediating role in the effect of brand avatars on consumer forgiveness. Additionally, when a humorous response is present, a brand avatar can enhance customer forgiveness through empathy toward that brand. Compared to utilitarian products, hedonic products can also increase the impact of a brand avatar on empathy toward the brand, thus enhancing consumers' forgiveness.Originality/valueFrom the perspective of emotion, this study explored the impact of brand avatars on consumer forgiveness via empathy toward a brand. It augments the research on brand avatars and consumer forgiveness. The study also verified the moderating mediating effect of humor response and product type while expanding the brand avatar research boundary.

Pengaruh Service Quality dan Price Terhadap Customer Satisfaction Pada Satiga Coffee & Resto Kota Padang

This motivation from research are consumer complaints regarding Quality of Service and Price. The research aim is to describe the Quality of Service and Price impact on Satisfaction of Customer at Satiga Coffee & Resto, Padang City. The population for this research is peoples who have made purchases at Satiga Coffee & Resto, Padang City with a all sample of 330 consumers using techniques of purposive sampling. The technique for collection of data uses a questionnaire through a scale of Likert which has been passed validity and reliability test through SPSS version 26.00. The research results are Service Quality with a respondent achievement rate of 75.2%, Price with an achievement rate from respondent is 74% and Customer Satisfaction with an achievement rate from respondent is 74.8%. The Service Quality (X1) and Price (X2) contribution to Customer Satisfaction (Y) is 61.2% when the remaining 38.8% is influenced by other factors