Philippine E-Journals

The Post-Purchase Evaluation Factors and their Effect on the Consumer Complaint Behavior of Online Shoppers in Quezon City

Sidney E. Bandeleon | Jyla Camille C. Dahilan

 

Abstract:

Online stores use many tactics to persuade customers to buy goods or services. A poor review from a consumer dissatisfied with the product or feeling it did not meet their expectations is virtually guaranteed. This study aims to investigate the effect of post purchase evaluation factors on consumer complaint behavior in online stores. The stated objectives determine how postpurchase evaluation factors affect consumer complaint online behaviors. Accordingly, this study's analysis revealed no significant difference between the demographic profile of post-purchase evaluation factors and consumer complaint behavior. Yet, there is a significant positive relationship between post purchase evaluation and consumer complaint behavior. Also, all factors have been found to have a positive relationship. Therefore, post-purchase evaluation factors affect the consumer complaint behavior of online shoppers in Quezon City. Furthermore, when postpurchase evaluation factors increase, consumer complaint behavior factors also increase.