Economics & Sociology

ISSN: 2071-789X eISSN: 2306-3459 DOI: 10.14254/2071-789X
Index PUBMS: f5512f57-a601-11e7-8f0e-080027f4daa0
Article information
Title: Consumer Behaviour and Warranty Claim: A Study on Czech Consumers
Issue: Vol. 10, No 3, 2017
Published date: 10-2017 (print) / 10-2017 (online)
Journal: Economics & Sociology
ISSN: 2071-789X, eISSN: 2306-3459
Authors: Sayanti Shaw
Tomas Bata University in Zlín

Miloslava Chovancová
Tomas Bata University in Zlín

Jiří Bejtkovský
Tomas Bata University in Zlín
Keywords: consumer behaviour, warranty claim, products, services
DOI: 10.14254/2071-789X.2017/10-3/7
Index PUBMS: dd291ce2-f26f-11e7-9371-fa163e5d4f72
Language: English
Pages: 90-101 (12)
JEL classification: M31

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.


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