• The Journal of Asian Finance, Economics and Business
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• v.8 no.9
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• pp.121-130
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• 2021

In the mobile industry, customer complaints play a significant role in retaining customer loyalty to the services provided. Thanks to user complaints, mobile service providers can effectively identify problems and then propose solutions to adapt or improve their services. Hence, it's critical to understand the relationship between consumer complaints and satisfaction with mobile services. While several studies have shown that customer satisfaction is an intermediary variable that explains customer complaint intention, there have been few studies on the relationship between pre-determinants of their satisfaction, leaving a gap in our understanding of customer complaint intention. To demonstrate an in-depth approach to this matter, authors revisit justice theory and suggest trust and perceived responsibility variables be combined into a research model. A cross-section survey was conducted to collect data from 265 mobile services users of the three biggest mobile service providers in Kien Giang Province, Vietnam. This study employed Structural Equation Modeling (SEM) method to analyze the samples collected. The result showed that customer complaint intention is affected by distributive justice, interactional justice, trust but not procedural justice. Additionally, the moderating role of the perceived responsibility variable to the relationship between customer satisfaction and complaint intention is also proved.

• Research in Community and Public Health Nursing
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• v.15 no.2
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• pp.289-297
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• 2004

Purpose: This study was conducted to determine factors affecting workers' physiological somatic complain using the Job Stress Model proposed by the National Institute for Occupational Safety and Health (NIOSH). Method: Data were collected from the 1st to the 30th of December 1999. The subjects were 2.123 workers employed at 155 work sites. Collected date were analyzed through SAS/PC program. Result: According to individual characteristics, younger and women groups showed significantly higher physiological somatic complaint than elder men groups. By work condition, groups with higher physiological somatic complaint included workers of irregular shift work. Dark lighting, improper temperature in winter, improper ventilation, inappropriate humidity, unpleasant work environment and crowded work place were significantly related with physiological somatic complaint. By work-related factor, physiological somatic complaint was high in those with higher variance in work load, quantitative work load, role conflict, job burden, role ambiguity and future ambiguity. On the other hand, physiological somatic complaint was low in those with little underutilization of ability. As for the relationships between physiological somatic complaint and non-work related factors, physiological somatic complaint was high in workers who had a side job, were bringing up infants alone, cleaned the house alone, cared for the elderly and disabled persons, were studying, were volunteering at another organization, and were spending 5-10 hours in religious activities per week. Physiological somatic complain was in significantly negative correlations with overall social support, supervisory support and family support, but in significantly positive correlations with co-worker support. Conclusion: The main predictors of physiological somatic complain were gender, shift work pattern, overtime work, ventilation, role ambiguity, role conflict, future ambiguity, job control, variance in work load, overall social support, worker with side job, worker who cleans the house alone, worker who is studying. These predictors explained 19.10% of the total variance of physiological somatic complain.

• Journal of Environmental Science International
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• v.17 no.5
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• pp.525-535
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• 2008

5 public complaint areas against odor in Changwon Industrial Complex were selected and investigated to clear up the cause of the complaint. 16 companies operated in public complaint areas were visited and had a grip of their situation about odor generation and treatment. Two samples at it's site boundary of each company were taken to measure complex odor unit. Complex odor unit at the site boundary of investigated companies in the public complaint areas, for the most part, exceeded standard(odor unit 20) in industrial area. It was due to that this area was not designated as odor control region and that there are also many problems in current laws of Odor Protection Act, Air Quality Act and regional legislation. Accordingly, It will be necessary to revise the related legislation, to organize governance, to financially support the improvement of environmental facilities and to enforce guidance and the regulation rigidly for the odor emission reduction in Changwon Industrial Complex.

• The Research Journal of the Costume Culture
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• v.15 no.6
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• pp.1023-1037
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• 2007

The focus of this study was on service recovery process of domestic internet fashion shopping mall, the purposes of this study were to extract perceived interaction effort and service justice with the recovery factors according to service failure by literature review, and to empirically examine the effect this variables on customer satisfaction with complaint handling and loyalty. The questionnaires was administered to 256 internet shopping mall customer, who has experiences of dissatisfaction and complaining behavior after buying fashion products. The data was analyzed by Cronbach's a, confirmatory factor analysis, correlation analysis, and structural equation modeling using LISREL 8.30 program. The results were as follows. First, perceived interaction partly affected serviced justice consumer. Interaction effort on the part of consumer negatively affected interactional justice, but didn't affected distributive justice and procedural justice. However interaction effort on the part of shopping mall positively affected all justice. Second, distributive, procedural and interactive justice positively affected customer satisfaction with complaint handling and loyalty. Finally, customer satisfaction with complaint handling positively affected customer loyalty. The implications of the research and directions for future researchers were discussed.

• Journal of the Korean Society of Laryngology, Phoniatrics and Logopedics
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• v.16 no.2
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• pp.135-139
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• 2005

Summary: This study evaluated the relationship between voice complaint and deviant vocal fold status with special regard to presbylarynx, in patients aged more than 60 years with pharyngeal-laryngeal complaint. The material consisted of clinical histories and images obtained by laryngoscopies of 75 patients aged more than 60 years, who had sought otorhinolaryngologic treatment. Indicative glottic characteristics of the presbylarynx, such as vocal fold bowing(VFB), prominence of vocal processes (PVP), and membranous spindle shaped glottic chink(MSC) and the presence or absence of voice complaint were analyzed Also, acoustic parameters such as fundamental frequency(Fo), jitter percent and shimmer percent were analyzed. VFB showed a strong correlation with voice complaint in male. Jitter and shimmer were correlated with VFB, PVP, MSC in female.

• Journal of Information Technology Services
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• v.11 no.1
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• pp.93-107
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• 2012

Privacy-protective behavior can be classified into passive behavior and active behavior. Passive behavior includes refusal, misrepresentation, and removal, while word-of-mouth, complaint, and seeking for help belong to active behavior. Internet users in different countries may take different types of privacy-protective behavior because of cultural and social differences. This study analyzes the differences in Internet users' privacy-protective behavior between Korea and China. Korean Internet users take refusal, complaint, and seeking to protect their privacy information, while misrepresentation is not an option for Korean Internet users. Chinese Internet users take refusal, complaint, seeking, and misrepresentation to protect their privacy information. In Korea, passive behavior (refusal) is chosen more often than active behavior (complaint and seeking for help), while in China active behavior(complaint and seeking for help) is preferred to passive behavior (refusal and misrepresentation). The differences of privacy-protective behavior in the two countries may provide some implications for online companies, if they want to avoid the business risk due to privacy concerns and to take appropriate steps to deal with privacy-protective behavior by Internet users.

• Journal of the Korean Home Economics Association
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• v.33 no.2
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• pp.29-41
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• 1995

This research paper investigates the overall level of the consumer's satisfaction and complaint with medical services, relationships of them and the relationships of socio-demographic variables to them. Data were collected from 523 clients in Ulsan city. Results show that socio-demographic variables appear to have a little predictive power and consumer satisfaction variables are related to private consumer complaint.

• Journal of environmental and Sanitary engineering
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• v.14 no.4
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• pp.124-136
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• 1999

This paper investigated the symptoms of taxi drivers' physical self-consciousness. As the subjects for the study, 374 taxi drivers participated in the survey for three months, and its result showed as follows:1. In the items of the physical symptoms, the eye's fatigue was indicated as a greatest complaint, and the corporate-taxi drivers showed a higher complaint rate than the owner-taxi drivers. 2. The survey also indicated that taxi drivers over 50 years old showed the highest complaining rate of eye's fatigue, shoulder pain, loins pain, and severe headache. Feelings of burning on empty stomach was the highest complaint factor in the age group between 30 and 39 years old, and pain and burning feelings in eyes in the age group between 20 and 29 years old.3. In the study of the complaining rate of physical symptoms by working hours, the nighttime driers complained of their self-consciousness symptoms of leg and knee pain, shoulder pain, benumbed legs, and these drivers also showed a relatively high complaint rate resulting from the responsibility of living expenses.

• The Research Journal of the Costume Culture
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• v.6 no.1
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• pp.110-120
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• 1998

The purpose of this study was to compare consumers' evaluation, evaluation criteria and complaint factors on the department stores' private brand apparel with consumers' responses on the department stores' manufacturer brand apparel. 564 subjects were gathered in Seoul and Kyunggi province and, for data analysis, mean, t-test, ANOVA, Duncan test, Factor Analysis were conducted. The results are as follows; 1. Among the purchasing groups, there weer significant differences in apparel evaluation according to fabric, style, sewing, suitability, versatility, washability, price and color. 2. Among the purchasing group, there were significant differences in apparel evaluation criteria according to fabric, fashionability, sewing, brand name, department store' credibility. 3. The differences in complaint factors of apparel among the purchasing groups were due to factors such s high quality, variety, price and size. there were significant differences in complaint factors of apparel according to the subjects' age.

• Journal of the Architectural Institute of Korea Structure & Construction
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• v.34 no.3
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• pp.95-102
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• 2018

In order to understand interaction between building users' occupant performance and building maintenance performance of maintenance management personnel, actual data from maintenance activities of buildings were analyzed. Also, using building defect customer complaint data reported by building user, satisfaction data on building maintenance services of building users and service response time of maintenance management personnel, a method for evaluating interaction of buildings with the same purpose and same size was proposed. Throughout analysis, average number of occurrences per unit area per year for the mechanical complaints in complex building were presented. In addition, using building users' satisfaction with facility management services, attitude of responding to business obstacles, number of occurrences per unit area per year of mechanical complaints and complaint processing speed, interaction was comprehensively identified and compared.