Empirical Study on Consumer Satisfaction After Resolution of Complaint
Published: 2024
Author(s) Name: Maani Dutt, Jagriti Singh, Amit Verma |
Author(s) Affiliation: Centre for Distance and Online Education, Manipal University, Jaipur, Rajasthan, India.
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Abstract
Today generation functions on the concept of online platforms in all aspects. Customer complaints are one of the sensitive areas the company focusses on, and they become one of the essential factors for brand loyalty. The depth framework of customer complaint attempts is identified in this study, which also investigates the functions played by each measurement in the structural relationships between customer satisfaction and loyalty. One of the crucial components of online complaint management response time is the subject of this study. The study investigates how the response times of various firms answers on social media affect customer satisfaction using data gathered from customers who complained on social media. The reasons customers complained were specifically examined, including the initial answer to the complaint and the decisive response that closed the complaint file. Investigating how different content types connect to satisfaction through qualitative research may help find answers to online complaints.
Keywords: Customer Complaints, Customer Satisfaction, Social Media
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