Customer Behavioral Reactions to Negative Experiences during the Product Return
نویسندگان
چکیده
This paper takes a closer look at customer experience during product return and the customer’s ability to share information about it. The research process included development of tools such as questionnaires. Anonymous surveys were conducted by computer assisted web interview among individual customers from Poland on sample 327 respondents. Non-stratified random sampling was used, we considered it be most effective in terms effort-benefit ratio survey. A contingency table constructed responses, observed values expected compared, Pearson Chi-square p-value Fisher’s exact test calculated. carried out well analysis obtained results allowed us respond questions. As result, can stated that clients, both satisfied (80.1%) dissatisfied (84,4%), tended their opinion with other potential clients. Moreover, 42.2% respondents declared they would not buy again seller after an unsuccessful operation. presented conclusions enrich theoretical understanding behavior purchase intention. It also offers retailers quantitative benchmark new perspective design policy order improve satisfaction.
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ژورنال
عنوان ژورنال: Sustainability
سال: 2021
ISSN: ['2071-1050']
DOI: https://doi.org/10.3390/su13020448