An Empirical Study of Customer Complaint Behavior for Domestic Department Stores

• Main Authors: Li-Chun Chiang, 蔣麗君
• Other Authors: Ding-yu Chan
• Format: Others
• Language: zh-TW
• Published: 2000
• Online Access: http://ndltd.ncl.edu.tw/handle/87536355220560022190

碩士 === 靜宜大學 === 企業管理學系 === 88 === This research adopts the method of Qualitative Critical Incident Techniques （CIT） to study customer complaint behaviors at department stores. Samples are selected from 474 cases of customer complaints reported in 1998 at Chung Yo Department Store. The result of the study has indicated that 1.From the principle of complaint classification, the three service function segments of system, personnel, and product are able to completely explain the features of operating corner stores in domestic department stores, and clarify the interior responsibility causing the customer complaint; 2.as regards the complaint itself, the problems are mostly due to personnel function with clerk attitudes and patience being more seriously considered than expertise; 3. as regards the data of the complaints, they show significant difference in the time of complaint, the method of convey complaint, and the type of business. Besides, there is significant difference in complaints as to types of business due to accordly the gender; 4.The aspects of complaints are significant difference to the different data of the complaints. Domestic department stores have their own systematic features of operating corner stores that cause product and personnel to be more identical. Based on the generalization principal, except minor system functional the results of the study for place with other are applicable to the cases at department stores throughout Taiwan.