The Use of Consumer Anti-sites and Suggestions for Activating Consumer Anti-sites for Promoting Consumer Rights

With increasing of communication technology in cyber-space, the space of consumer complain behavior moved from off-line to on-line, so called anti-site. No researches, however, really have done how the anti-sites worked for promoting consumer rights through consumer complain behaviors in cyber space. The purpose of this research was to give some suggestions for activating anti-site for promoting consumer rights. For this purpose, questionnaire on-line survey was conducted from April, 12 to 24, 2004. And 143 samples, who were visiting anti-site during survey period, were selected. Main findings were as following: First, visitors had rather positive confidence with informations in anti-sites. Second, visitors thought that anti-sites were working rather well in implementing consumer movement by sharing their experiences, and by supporting complaining space in cyber. Visitors, however, thought that anti-sites were not working well as a space for companies, not by giving their attentions on consumers' complains. Third, the satisfaction level of visitors was found to be rather high in terms of informations in anti-sites, and to be rather low in terms of companies' attentions on anti-sites and management of anti-sites. Based on results, some suggestions of activating anti-site for promoting consumer rights were as following: First, visitors should not only get information, but support new and useful informations for others. And also it was suggested that visitors should join consumer movement through anti-site actively. Second, companies should pay attentions on anti-sites for their sake because anti-sites could give very useful information improving customer satisfaction, and finally reducing cost and increasing profit.

소비자안티사이트의 이용실태와 소리자권리 증진을 위한 소비자안티사이트 활성화 방안