Determinants of Consumer Satisfaction/Dissatisfaction towards Dispute Settlements in Singapore

Authors: Wee, Chow-Hou; Cheong, Celine

Source: European Journal of Marketing, Volume 25, Number 10, 1991 , pp. 6-16(11)

Publisher: Emerald Group Publishing Limited

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Abstract:

Most consumer satisfaction/ dissatisfaction (CS/D) research is focused either on identifying product classes and personal usage characteristics associated with dissatisfaction, or is focused on modelling the psychological processes underlying the phenomenon. The CS/D experienced by consumers has led to complaints being lodged with the retailers or third-party organisations that are set up to handle such complaints. This article focuses on the factors that determine the level of CS/D with their dispute settlements. Findings from a survey of 392 cases of complainants and claimants in Singapore show that while there are some differences between complainants and claimants, it is the length of time taken to settle the disputes that exert the greatest effects. Specific implications are highlighted for the attention of consumer associations as well as for businesses and possible responses are discussed.

Keywords: Customer satisfaction; Research; Singapore

Document Type: Research article

DOI: 10.1108/03090569110002059

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