An Empirical Analysis of Cause of Consumer Dissatisfaction and the Reasons Why Consumers Enduring Dissatisfaction
Sažetak
The consumer dissatisfaction subject still interesting and challenging for conducting academic research therefore in this paper efforts are made to find out the possible cause of consumer dissatisfaction and the reasons why consumers are enduring dissatisfaction. The study was conducted in Dehradun, the capital city of Uttarakhand, India where 212 questionnaires were circulated among the respondents (male & female) of different age, income, occupation and different academic background. The primary data collected from these respondents were analyzed to study the equations developed for empirical research. The results obtained from the factor analysis and correlation matrix explain that the firms consumer care, consumer expectations and firms commitment are the main causes for consumer dissatisfaction however the firms commitment is the most important factor in causing dissatisfaction. Similarly this paper has brought out some facts about the reasons why consumers are enduring dissatisfaction. Many a time consumers are not reporting their dissatisfaction and not lodging dissatisfaction complain, instead of that they are enduring dissatisfaction. The product services, warranty and time factor are the reasons due to which consumers are enduring dissatisfaction however the reasons product services and warranty are the main reason behind the enduring of dissatisfaction. The implications of this paper will help in resolving the issues of consumer dissatisfaction for firm and strengthen the firms in understanding why consumer enduring dissatisfaction.
The Author wishes to submit the Work to SJM for publication. To enable SJM to publish the Work and to give effect to the parties’ intention set forth herein, they have agreed to cede the first right to publication and republication in the SJM Journal.
Cession
The Author hereby cedes to SJM, who accepts the cession, to the copyright in and to the paper.
The purpose of the cession is to enable SJM to publish the Work, as first publisher world-wide, and for republication in the SJM Journal, and to grant the right to others to publish the Work world-wide, for so long as such copyright subsists;
SJM shall be entitled to edit the work before publication, as it deems fit, subject to the Authors approval
The Author warrants to SJM that:
- the Author is the owner of the copyright in the Work, whether as author or as reassigned from the Author’s employee and that the Author is entitled to cede the copyright to SJM;
- the paper (or any of its part) is not submitted or accepted for publication in any other Journal;
- the Work is an original work created by the Author;
- the Author has not transferred, ceded, or assigned the copyright, or any part thereof, to any third party; or granted any third party a licence or other right to the copyright, which may affect or detract from the rights granted to SJM in terms of this agreement.
The Author hereby indemnifies the SJM as a body and its individual members, to the fullest extent permitted in law, against all or any claims which may arise consequent to the warranties set forth.
No monetary consideration shall be payable by SJM to the Author for the cession, but SJM shall clearly identify the Author as having produced the Work and ensure that due recognition is given to the Author in any publication of the Work.
Should SJM, in its sole discretion, elect not to publish the Work within 1 year after the date of this agreement, the cession shall lapse and be of no further effect. In such event the copyright shall revert to the Author and SJM shall not publish the Work, or any part thereof, without the Author’s prior written consent.