An Empirical Study of Factors Related to Consumer Complaint Behavior

  • Meilian Liu
  • Feng Zhang
Part of the IFIP — The International Federation for Information Processing book series (IFIPAICT, volume 251)


This paper focuses on factors related to consumer complaint behavior tendency in Internet. Current literatures from home and abroad focus on how to improve consumer’s satisfaction and loyalty, while there are still relatively few researches on consumer dissatisfaction and complaint behavior. Based on the analysis of consumer complaint behavior tendency in Internet, this paper discusses the factors related to consumer complaint behavior. Hypothesis test of the factors by means of structural equation model, and the model has been modified by LISREL software and has come a conclusion that some factors are related to consumer complaint behavior in Internet. The research indicates that the factors, which consist of online consumer characteristics, product characteristics, consumer attitude to complaint, customer satisfaction and shopping experience, have a positive impact on web consumer complaint behavior tendency.


Customer Satisfaction Nest Model Online Shopping Shopping Experience Customer Complaint 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© International Federation for Information Processing 2007

Authors and Affiliations

  • Meilian Liu
    • 1
  • Feng Zhang
    • 1
  1. 1.Management CollegeGuilin University of Electronics and TechnologyGuilin GuangxiP.R. China

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