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Shaw Sayanti (Tomas Bata University in Zlín, Czech Republic), Chovancová Miloslava (Tomas Bata University in Zlín, Czech Republic), Bejtkovský Jiří (Tomas Bata University in Zlín, Czech Republic)
Consumer Behaviour and Warranty Claim : a Study on Czech Consumers
Economics & Sociology, 2017, vol. 10, nr 3, s. 90-101, tab., bibliogr. 39 poz.
Słowa kluczowe
Zachowania konsumenta, Warranty, Roszczenia
Consumer behaviour, Warrant, Claims
Klasyfikacja JEL: M31
summ., Authors would like to thank the Faculty of Management and Economics at Tomas Bata University in Zlin. This work was supported by the Internal Grant Agency of Tomas Bata University in Zlin under project number IGA/FaME/2016/006
Czech Republic
Consumer behaviour concerning warranty is significant for both consumers and business entities. This article presents the behaviour of consumers on warranty claims for purchased products or services. The present study attempts to investigate the influence of demographic variables on consumer satisfaction in the course of the warranty claim procedure. To study the behaviour of consumers, a quantitative approach was adopted with the sample of 453 respondents in Czech Republic. A self-administered, structured questionnaire was used to collect primary data during the survey and analysis was performed using Statistical Package for Social Science (SPSS). This study contributes to the body of knowledge in the field of consumer behaviour concerning warranty claims. (original abstract)
Pełny tekst
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