An Explanatory Study On Consumers’ E-Complaınts About Dıscount Stores In Turkey
Abstract
This paper aims to identify consumers' complaints and future reactions about
discount stores, which is one of the growing sectors of recent years in Turkey
that has one of the fastest developing economies in the world. Data were
collected from the most popular online complaint forum in Turkey. A total of
921 complaints about three discount stores were examined through manual
content analysis. Findings of the study showed that consumers mostly
complain about the products, personnel and price & payment of discount
stores, respectively. Findings also indicated that almost one out of every 4
complaints were in foods of discount stores. Moreover, the study
demonstrated that the most likely reaction of consumers as a result of their
negative experiences with discount stores is boycotting. In addition,
approximately one in six consumers used photographs to provide evidence of
their complaints. The products of discount stores are the category of
complaints that consumers use photographs most frequently.
Source
Alanya Akademik BakışVolume
5Issue
3URI
https://dergipark.org.tr/tr/download/article-file/1597533https://hdl.handle.net/20.500.12868/1829