• Fashion & Textile Research Journal
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• v.12 no.6
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• pp.745-754
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• 2010

This study is to find return factors when modern consumers purchase goods from an internet shopping mall and then to analyze the characteristics of complaints act and information search behavior. Subjects of research are 245 men and women, who have experience with more than one return in internet fashion shopping mall, in their twenties. The data were analyzed by using Factor analysis, Cronbach's analysis, one-way ANOVA, Duncan test as a post identification, Pearson's correlation analysis and multiple regression analysis. The results of this study are that male and female consumers in their 20s are mainly aware of the return factors: impulse buying, product status, deliver service, service after purchase, hype and comfortableness. And complains behavior often conduct public action, private action, nonaction. Information search behaviors for risk reduction when they purchase are product comparison, oral information search, neutral marketing information search, and service information search. The return factor from the internet fashion shopping had the greatest impact on public action and deliver services factor was a big complaint. In addition, impulse buying & Hype affect private action and non-action is influenced by impulse purchase. The consumer types by the return factors in internet fashion shopping mall are classified into the return group by deliver service, the return group by complex factors, and the return group by product status. Furthermore, there are significant differences in complaining behavior among these groups. In the information search behavior for reduction of risk factors, the return group by complex factors did more active information search behavior than the other groups. The return group by deliver service searched oral information and the return group by product status explored the neutral marketing information.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.32 no.1
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• pp.137-146
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• 2009

Researches on after-sales quality have centered on home electric appliances, figuring out how factors influencing after-sales service quality are causally related to customer's behavioral intentions, via consumer satisfaction as an intermediary parameter In most cases of after-sales service in home electric appliances, upon customer's request, service agents make a visit to where the appliance is installed, and check the product and do repairs. However, in case of a small portable device such as a cell phone, which people carry around at all times, most of the times customers themselves show up at the after-sales center, and demand a check-up and repairs. The main difference here is that the after-sales services are provided when a product can no longer perform its basic function and customer dissatisfaction is already up. In this case, the basic function of a product corresponds to must-be factor according to Kano model. The goal of our research is to identify critical factors for effective and efficient after-sales service, and how to monitor them on a routine basis. In our research, the quality after-sales service consists of three dimensions, interactive quality, result quality, and physical environment quality. We set up variables for each dimension, which would measure from customer's perspective key determining factors in service delivery process. Instead of focusing on customer satisfaction aspect, we focused on how after-sales service factors contribute to addressing customer complaints. Additionally, our future research would aim to verify how customer's behavioral intentions are affected, as the resolution of consumer complaints becomes more successful when adjustment of relevant quality factors improves after-sales service quality.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.4
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• pp.563-574
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• 2010

This study focused on the consumer post-complaint behavior in the Internet open market due to the rapid growth of Internet fashion markets and increased consumer dissatisfaction that has increased post complaint behavior. This study identifies the effect of perceived justice on consumer trust and repurchase intention, it then compares the effects of perceived justice on consumer trust and repurchase intention among the different types of dissatisfied groups. The respondents were 369 consumers who experienced dissatisfaction in the Internet open market. The data were analyzed by factor analysis, path analysis, ANOVA, cluster analysis using SPSS win 12.0 and Amos 7.0. In the research model, three components of perceived justice: distributive justice, procedural justice, and interactional justice have significant effects on trust. Trust has a positive effect on repurchase intention. Dissatisfied consumers were clustered into three types of those dissatisfied with 1) shopping mall/shipping, 2) service, and 3) products. The consumer groups classified by the types of dissatisfaction showed different effects of perceived justice on trust and repurchase intention in the Internet open market.

• Journal of the Korean Society of Food Culture
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• v.24 no.2
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• pp.172-180
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• 2009

The purpose of this study was to investigate the consumer characteristics in foodservice according to university students' lifestyles. The data were collected by the questionnaire survey of 520 university students from Daegu Gyeongbuk Province. The SPSS/Win 12.0 program was used to analyse the samples. The results are as follows: 1) Lifestyle was divided into 10 factors and 3 clusters, namely "Convenience Intention" (cluster I), "Health Information Intention" (cluster II), and "Gender Equality Intention" (cluster III). 2) The differences in general characteristics between the three clusters were founded on gender, frequency of visits, companion, information type, and the type of restaurant. 3) The characteristics of cluster I (Convenience Intention) are explained by it consisting of the group with low averages in consumer dissatisfaction, complaints, compensation, and repurchase intention, where as cluster II was the high average group and cluster III the middle average group. Based on these results, consumer characteristics in foodservice are discussed.

• Journal of the Korean Home Economics Association
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• v.38 no.4
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• pp.85-98
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• 2000

PL law seeks consumers'just compensation and effective deterrence through shirting liability principle from negligence to strict liability. Impact analysis of Product Liability(PL) Low requires consumers' perspectives. This paper performed a policy delphi to predict the impact of PL law on consumers. The study surveyed the opinions of 30 specialists in PL area, ranging from government, officials, professors, researchers, consumer activists, to business executives, for three times. The consumer are as follows: first of all, PL law can contribute to damage compensation significantly in that it stimulates consumer complaints through non- court procedures. It is very unlikely that suits will be increased rapidly due to PL because of the current law environment. The degree of influence of PL law on damage compensation will very according to the content of PL law. Secondly, PL law can contribute to deterrence in that it encourages companies' efforts for product safety while it doesn't undermine consumers' attentions to safety. The influence on companies' efforts will vary according to the content of PL law.

• 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.

• Journal of the Korea Safety Management & Science
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• v.14 no.1
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• pp.201-208
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• 2012

Recently the market of the food waste disposer has increased. Therefore, many companies in the development of food garbage disposer has been increasing interest. In this study, we used QFD (Quality Function Development) to find out the quality factors for the development of the food waste disposer reflecting the consumer needs. HOQ (House Of Quality) showing the correlation between consumer characteristic and engineering characteristic was written by investigating the consumer needs based on the consumer complaints and survey. In addition, we generated the CTQ (Critical To Quality) reflecting the weighting of the importance of the parts. As the research result, the important quality factors for the food garbage disposer were the grinding capability, drying, and odor emission features. The crushing motor associated with grinding and dehydration appeared as the most important quality factors among the parts. Second thing was the fan motor associated with odor. The findings will be able to contribute to the development of the food waste disposer reflecting the consumer needs.

• Journal of Family Resource Management and Policy Review
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• v.20 no.2
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• pp.119-140
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• 2016

This study objectively analyzes the understanding of changes in North Koreans' home lives and the differences between the home life cultures of South and North Korea. A comparative analysis was conducted of terms related to consumer and family resource management to determine language differences and create a mutual understanding of social convergence unification. First, the analysis revealed that the North Korean language is not developed in certain areas, such as consumer welfare or consumer patterns related to resolving issues or complaints connected to consumptive lifestyles. In financial management, there were terms that referred to the collapsed North Korean economic conditions after the fall of the Soviet Union in 1991 and the North Korean famine. Second, terms reflecting North Korea's social, political, and economic structures were discovered, and it was found that South and North Korean languages differed from each other with regard to terms about kinship, sports, and art.

• Fashion & Textile Research Journal
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• v.20 no.2
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• pp.128-142
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• 2018

This study explores newborn clothing with regard to clothing type, construction, textiles, design, size, and label placement. Related consumer complaints are also analyzed. Analysis of 50 newborn clothing items revealed six types of newborn clothing: baenaet jeogori, baenaet gown, bodysuit, one-piece, shirt and pants set, and pants. The baenaet jeogori was the most common type, and the most commonly used fasteners were ties and snaps. The following characteristics were commonly observed: front opening, long raglan sleeves, mitten cuffs, cotton fabric, white/ivory color, animal print, contrast hem, $appliqu{\acute{e}}$, and size 60. In-depth interviews of 12 mothers with children under 24 months revealed that the baenaet jeogori was the most unsatisfactory type; the shirt and pants set and bodysuit were preferred. Interviewees were dissatisfied with types of openings, expressing a preference for snaps and complaining about ties, too many snaps, metal snaps, and shoulder openings. Overly wide or narrow sleeves resulted in improper fit, and long sleeves made it difficult to dress the baby. Interviewees required diverse sleeve length options. They were dissatisfied with heavy fabric for hot and warm seasons, and with labels attached inside clothing or outside near the neckline. Mothers with particularly small or big babies complained about limited sizes. To improve current newborn clothing, additional items such as shirt and pants sets or individual pants, front opening clothing with few snaps, proper sleeve fit with diverse length options, lightweight fabric for hot and warm seasons, label placement that avoids skin irritation, and size segmentation are recommended.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.2
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• pp.307-313
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• 1999

This study investigated material the type(sewn-in stamped-on etc) of the label and its placement(location on the product) on children's clothing in order to survey consumer complaints to suggest the improvement. The data were collected from label-producing companies by surveying children's clothing displayed at department store as well as by questionnaire to 205 consumers who were mothers of preschool children. The results were as follows : 1. 100% polyester was the most used raw material for brand labels and nylon was for care labels. 2. Most brand labels were one piece labels and located inside the back of neck line by sewn-in either on the top on each sides or on all four sides, Care labels were usually sewn-in on the inside of left-side seam line. The texture of care label was softer than that of brand label and two pieces of care labels were widely used, 3. 67.3% of consumers complained of its stiffness while 36.1% of consumers complained of rough surface and edge 85.4% of consumers complained of an itch caused by brand labels and claimed to detach labels. For care labels 36.6% expressed displeasure of stiffness of labels while 39% complained of annoyance due to too many pieces of labels. 4. Major suggestions from the consumers were change of raw materials and relocation of brand labels. For the care labels changes of material form and type of labels were suggested and one piece of label and smaller size were preferable.