Generation Y’s Complaint Behavior toward Online Shopping

Main Article Content

Megawati Simanjuntak
صندلی اداری

Abstract

The purpose of this research was to analyze factors that influence Generation Y’s complaint behavior in online shopping. In general, Generation Y’s consumer of this research have a good perception of consumer rights. In contrast, the result showed that Generation Y in this research had a low complaint behavior. The research found that gender, strivers lifestyle, and number of social media account were influence Generation Y’s complaint behavior in online shopping. The result showed that male student did more complaint than female student. Generation Y who had strivers lifestyle will increase complaint behavior. The more Generation Y had social media account, the more Generation Y prefer to did a complaint.

Downloads

Download data is not yet available.

Article Details

Section
Articles
Author Biography

Megawati Simanjuntak, Department of Family and Consumer Sciences Faculty of Human Ecology, Bogor Agricultural University (IPB)

Megawati Simanjuntak is an Associate Professor at the Department of Family and Consumer Sciences, Faculty of Human Ecology, Bogor Agricultural University (IPB), Indonesia. Her areas of specialization include consumer behavior, consumer education and protection, and consumer research. Since 2013, Megawati has been actively involved in various research on consumer empowerment, including the mapping and measurement of consumer empowerment index, formulation of instruments and identification of consumer empowerment, and survey of Consumer Empowerment Index in rural and urban areas across western, central, and eastern Indonesia region.

References

ANBUMANI, P.; SUNDAR, V. (2014) A study on consumer awareness about Gold Jewekry in Tamil Nadu. Indian Journal of Research PARIPEX, v. 3, n. 4, p. 29-31.

ASHRAF, T.; SAJJAD, W.; RIDWAN, M.; AHMED, D.; NAZEER, H. (2013) Determinants of consumer complaining behavior: a study of Pakistan. International Journal of Learning & Development, v. 3, n. 6, p. 121-139.

[BMI RESEARCH]. Brand Marketing Institute Research. (2015) Basic Mobile Financial Services Dominate Asia's Markets for Now. Available at: http://www.bmiresearch.com/news-and-views/basic-mobile-financial-services-dominate-asias-markets-for-now

BHUIAN, N. S.; AL-ENAZI, A. E. (2013) Perceived consumer power and consumer complaint behavior: the direct and indirect influences of consumer awareness of their rights [proceeding]. Doha (Qatar): Qatar University.

CHEAWKAMOLPAT, P. (2009) Online shopping behavior: A study of consumers in Bangkok [thesis]. Bangkok: Assumption University.

CHO, Y.; IM, L.; HILTZ, R.; FJERMESTAD, J. (2002) The effects of post purchase evaluation factors on online vs offline customer complaining behavior: Implications for customer loyalty. Advances in Consumer Research, n. 29, p. 318-325.

CIPRIANA, M. A.; FILIMON, S.; IONELA, G. P. (2010) Consumers’ komplaining behavior: An exploratory research [proceeding]. Alba (Romania): University of Alba Iulia.

CLARK, J. (2013) Conceptualising social media as complaint channel. Journal of Promotional Communications, v. 1, n. 1, p. 104-124.

DELAFROOZ, N.; PAIM, L.; KHATIBI, A. (2010) Students’ online shopping behavior: an empirical study. Journal of American Science, v. 6, n. 1.

DJAMALUDIN, M. D.; ROCHANY, H.; SIMANJUNTAK, N. (2008) Analysis of the behavior of consumer complaints through the foundation of consumer organizations Indonesia (YLKI) and Kompas in 2007. Journal of Family & Consumer Sciences, v. 1, n. 2, p. 1-12.

EMARKETER. (2014) 2 Billion Consumers Worldwide Smartphones by 2016: Over half of mobile phone users globally will have smartphone in 2016. Mobile [Internet]. [diunduh 10 February 2015]. Available at : http://www.emarketer.com/Article/2-Billion-Consumers-Worldwide-Smartphones-by-2016/1011694

FERNANDES, D. V. D. H.; SANTOS, C. P. D. (2008) Antecendents and consequences of consumer trust in the context of service recovery. Brazilian Administration Review, v. 5, n. 3.

GHANAMATHADAYYA; SRINIVAS, S. (2014) Customer perception towards outlet atmosphere at reliance fresh, bangalore. Asia Pacific Journal of Management and Entrepreneurship Research (APJMER), v. 3, n. 2, p. 170-179.

GHOSH, I. (2014) VALS Psychographic: a new way of market segmentation in India. The International Journal of Business and Management, v. 2, n. 4, p. 1-6.

HAKIMAH, N.; HARON, S. H.; FAH, B. C. H. (2010) Unpleasant market experience and consumer complaint behavior. Asian Social Science, v. 6, n. 5, p. 63-69.

[ICO] INDONESIAN CONSUMERS ORGANIZATION. (2015) Responding to Changes in the Consumer in the Age of Social Media. News [Online]. Retrieved from: http://ylki.or.id/2015/01/menyikapi-perubahan-konsumen-di-era- social media/

[IISPA]. INDONESIAN INTERNET SERVICE PROVIDERS ASSOCIATION. (2015) Indonesian Internet Users Year 2014. Press Conference [Online]. Retrieved from: http://www.apjii.or.id/v2/read/content/info-terkini/301/pengguna-internet-indonesia-tahun-2014-sebanyak-88.html

IOANĂS, E.; STOICA, I. (2014) Social media and its impact on consumers behavior. International Journal of Economic Practices and Theories, v. 4, n. 2, p. 295-303.

ISHAK, M.; ZABIL, N. F. M. (2012) Impact of consumer awareness and knowledge to consumer effective behavior. Asian Social Science, v. 8, n. 3, p. 108-114.

ISMAIL, M.; LU, S. H. (2014) Cultural values and career goals of the millennial generation: an integrated conceptual framework. The Journal of International Management Studies, v. 9, n. 1, p. 38-49.

ISTANBULLUOGLU, D. (2013) An exploration of consumers online complaining behavior on facebook [thesis]. Birmingham (US): University of Birmingham.

JAMES, R. (2013) Male and female attitudes on online shopping. Women in Society Journal, n. 6, p. 75-88.

KAMERER, D.; MORRIS, P. (2011) Public relations at the micro level: Connecting with costumers on Twitter. Public relation society of America Educators Academy Research Session 2011 Proceedings. Retrieved from: http://www.prsa.org/Network/Communities/EducatorsAcademy/Learning/Conferenc eProceedings/2011EAProceedings.pdf

KAU, A. K.; LOH, W. Y. E. (2006) The effects of service recovery on consumer satisfaction: a comparison between complainants and non complainants. Journal of Service Marketing, v. 20, n. 2, p. 101-111.

KAZMI, S. Q. (2012) Consumer protection and buyin decision (the pasta study). International Journal of Advancements in Research & Technology, v. 1, n. 6, p. 1-10.

KHAN, A. S.; AHMED, F.; YOUSUF, H.; HASSAN, S. U.; ZIA, S. A. (2014) Online shopping behavior in Pakistan. International Conference on Marketing. Institute of Business Administration in Karachi, p. 1-42.

KHRISNAN, J. (2011) Lifestyle–a tool for understanding buyer behavior. International Journal of Economics and Management, v. 5, n. 1, p. 283-298.

KOWALSKI, R.M. (1996) Complaints and complaining: Functions, antecedents, and consequences. Psychol Bull, v. 119, n. 2, p. 179-96.

KUMAR, P.; SANURI, S.; KAID, A. (2013) ‘My problem solved, that’s all!’: A phenomenological approach to consumer complaint redressal in Malaysia. Procedia - Social and Behavioral Sciences, n. 130, p. 431–438.

LESTARI, Y. T. (2014) Analysis of the product purchase intentions through the online shop on the student with the approach Theory of Planned Behavior [thesis]. Bogor (ID): Bogor Agricultural University.

LIU, M.; ZHANG, F. (2007) An empirical study of factors related consumer complaint behavior. International Federation of Information Processing, v. 251, n. 1, p. 379-389.

LUKMAN, E. (2014) 18 popular online stores in Indonesia [online]. Retrieved from: http://id.techinasia.com/toko-online-populer-di-indonesia/

LUTHFI, M.H. (2014) A study of generation Y attitude towards usage of internet for e-commerce in Msc Landmark, Kuala Lumpur & Selangor State [thesis]. Malaysia: Universiti Utara Malaysia.

MAFINI, C.; DHURUP, M.; MANDHLAZI, L. (2014) Shopper typologies amongst a Generation Y consumer cohort and variations in terms of age in the fashion apparel market. Acta comercii, v. 14, n. 1, p. 1-11. doi: 10.4102/ac.v14i1.209

MEIER, J.; CROCKER, M. (2010) Generation Y in the workforce: managerial challenges. The Journal of Human Resource and Adult Learning, v. 6, n. 1, p. 68-78.

NAZIR, S.; TAYYAB, A.; SAJID, A.; RASHID, H. U.; JAVEDI. (2012) How online shopping is affecting consumers buying behavior in Pakistan?. IJCSI International Journal of Computer Science Issues, v. 9, n. 1, p. 486-495.

NATIONAL CONSUMER PROTECTION AGENCY. (2012) Urgency of E-Commerce Consumer Protection in Indonesia. Press Conference [Online]. Retrieved from: http://bpkn.go.id/uploads/document/05d33c84ba95e8a35083a7a87dc1adca247be3b4.pdf.

PAINA, N. D. C.; LUCA, T. A. (2011) Nowadays online consumers’ rights and interests. Case study-The Romanian educated online young consumer. Management & Marketing Challenges for the Knowledge Society, v. 6, n. 2, p. 255-272.

PRATIWI, H. D. (2013). Online shop as a way of spending among Generation Y Unnes [thesis]. Semarang (ID): Semarang State University.

SATHISH, S.; RAJAMOHAN, D. R. A. (2012) Consumer behavior and lifestyle marketing. International Journal of Marketing Financial Services & Management Research, v. 1, n. 10, p. 1-15.

SCHIFFMAN, L. G.; KANUK, L. L. (2008) Consumer Behavior, Seventh Edition. Drs. Zoelkifli Kasip, translators, Jakarta (ID): PT Index. Translation of Consumer Behavior. Seventh Edition.

SHARP, K. L.; DYE, A. L. B. (2014) African generation Y students’ mobile advertising usage. Mediterranean Journal of Social Sciences, v. 5, n. 21, p. 85-92.

[SI] STATISTICS OF INDONESIA. (2013) Presentation of age population 5 years and over who ever accessing the internet in 3 months by age group 2010-2013 (%). Retrieved from: http://www.bps.go.id/tab_sub/view.php? kat=2&tabel=1&daftar=1&id_subyek=02&notab=23

SINGH, J. (1988) Consumer complaint intentions and behavior: Definitional and taxonomical issues. Journal of Marketing, n. 52, p. 93-107

SUMARWAN, U. (2011) Consumer Behavior: Theory and Application. Jakarta (ID): PT Ghalia.

TIDTICHUMRERNPORN, T. (2010) Lifestyle segmentation for boutique accomodation in relation to the service quality and customer satisfaction. Chiang Mai (TH): Payap University.

THOGERSEN, J.; JUHL, H. J.; POULSEN, C. S. (2003) Complaining: a function of attitude, personality, and situation. American Marketing Association Marketing and Public Conference, May; Washington DC; US

VALENTINE, D. B.; POWERS, T. L. (2013) Generation Y values and lifestyle segments. Journal of Consumer Marketing, v. 30, n. 7, p. 597-606.

VEERALAKHSMI, R. D. (2013) A study on online shopping behaviour of customers. International Journal of scientific research and management. Special Issue on e-Marketing Road Ahead of India, p. 28-32.

VERONIKA, S. (2013) Motivation of online buyer behavior. Journal of Competitiveness, v. 5, n. 3, p. 14-30.

WILBANKS, J. K. (2005) Exploring lifestyle orientation, attotude toward lifestyle merchandising, and attitude toward lifestyle advertising as predictor of behavioral intention to purchase lifestyle home furnishing products [master thesis]. Texas (US): University of North Texas.

YORUK, D.; DUNDAR, S.; MOGA, L. M..; NECULITA, M. (2011) Drivers and attitudes towards online shopping: comparison of Turkey with Romania. Jurnal Communication of the IBIMA, y. 2011, n. 2001, p. 1-13.

YULIATI, L. N.; ANZOLA, Y. (2009) Level of customer satisfaction with the company's response after-action complaint through the print media. Journal Family and Consumer Sciences, v. 2, n. 2, p. 1-7.

ZAHRAH, W. O. S. (2014) Effect of knowledge and awareness of the intentions of the complaint goods and services [thesis]. Bogor (ID): Bogor Agricultural University

ZAIN, O. M. (2011) Inquistitions into the complaint and the non complaint customers: The Malaysian customers insight. International Journal of Business and Social Sciences, v. 2, n. 15, p. 1-11.

ZEITHAML, V. A. (1988) Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, n. 52, p. 2-22.

Most read articles by the same author(s)

فروشگاه اینترنتی