Title: COMPLAINANT SATISFACTION WITH REFERENCE TO CONSUMER
DISPUTE REDRESSAL FORUM
Authors: Ms. Marinal Gupta, Dr. Sarang Narula
1Ms. Marinal Gupta, 2Dr. Sarang Narula
1Assistant Professor in Commerce
Sri Aurobindo College of Commerce and Management, Ludhiana
Affiliated to Panjab University, Chandigarh
2Assistant Professor, University School of Applied
Management, Punjabi University, Patiala
MLA 8 Gupta, Ms. Marinal, and Dr. Sarang Narula. "COMPLAINANT SATISFACTION WITH REFERENCE TO CONSUMER DISPUTE REDRESSAL FORUM." Int. j. of Social Science and Economic Research, vol. 3, no. 5, May 2018, pp. 2012-2027, ijsser.org/more2018.php?id=139. Accessed 2018.
APA Gupta, M., & Narula, D. (2018, May). COMPLAINANT SATISFACTION WITH REFERENCE TO CONSUMER DISPUTE REDRESSAL FORUM. Int. j. of Social Science and Economic Research, 3(5), 2012-2027. Retrieved from ijsser.org/more2018.php?id=139
Chicago Gupta, Ms. Marinal, and Dr. Sarang Narula. "COMPLAINANT SATISFACTION WITH REFERENCE TO CONSUMER DISPUTE REDRESSAL FORUM." Int. j. of Social Science and Economic Research 3, no. 5 (May 2018), 2012-2027. Accessed , 2018. ijsser.org/more2018.php?id=139.
References . Blodgett, Jeffrey G., Donald H. Granbois and Rockney G. Walters (1993): "The Effects of
Perceived Justice on Complainant's Negative Word of Mouth and Repatronage Intentions.
Journal of Retailing, 69(4), 399-428.
. Singh, Jagdip and Robert E. Wilkes (1996): When Consumers Complain: A Path Analysis of
the Key Antecedents of Consumer Complaint Response Estimates. Journal of the Academy
of Marketing Science, 24(4), 350-365.
. Blodgett, Jeffrey G., Donna J. Hill, and Stephen S. Tax (1997): The effects of distributive,
procedural, and interactional justice on postcomplaint behavior. Journal of Retailing, 73(2),
. Garrett, Dennis E. (1999): The effectiveness of compensation given to complaining
consumers: Is more better?. Journal of Consumer Satisfaction, Dissatisfaction and
Complaining Behavior, 12, 26-34.
. Hogarth, Jeanne M., Maureen English and Manisha Sharma (2001): Consumer Complaints
and Third Parties: Determinants of Consumer Satisfaction with Complaint Resolution
Efforts. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14,
. Davidow, Mosche (2003): Organizational Responses to Customer Complaints: What Works
and What Doesn't. Journal of Service Research, 5(3), 225-250.
. Reiboldt, Wendy (2003): Factors that Influence a Consumer Complainer's Rating of Service
Received from a Third Party Complaint-Handling Agency - The Los Angeles Department of
Consumer Affairs. Journal of Consumer Satisfaction, Dissatisfaction and Complaining
Behavior, 16, 166-177.
. Singh, Jagdip (1989): Determinants of Consumer's Decisions to Seek Third Party Redress:
An Empirical Study of Dissatisfied Patients. Journal of Consumer Affairs, 23(2), 329-363.
. Bendall-Lyon, Dawn and Thomas L. Powers (2004): The Impact of Structure and Process
Attributes on Satisfaction and Behavioral Intentions. Journal of Services Marketing, 18(2),
Abstract: The linkage of consumer satisfaction, consumer retention, and business performance has always
been well established in the marketing literature, thereby attaching abundant importance to
consumer satisfaction measurement. Though some research has already been made to measure
satisfaction with a government agencies' service, yet little investigation has been made of extent
of satisfaction about the performance of outside government agencies that act as third-party for
consumers to gain marketplace redress. As the number of third-party complaints is increasing,
present study is a timely investigation. This paper aims at measuring consumer satisfaction with
regard to complaint resolution mechanism, where dissatisfied consumer lodge complaint with the
consumer dispute redressal forums, established as per the provisions of Consumer Protection Act
The International Journal of Social Science and Economic Research Inviting Papers/Articles for Current Issue Volume 3 No. 6 June 2018.
Submit your Paper through Online Submission System. Authors also can Send Paper to firstname.lastname@example.org ....... IF of IJSSER is 2.173 UGC Approved (Journal No. 63200) Editor in Chief IJSSER