{"id":{"repo_id":"uiuc","oai_identifier":"oai:www.ideals.illinois.edu:2142/67324"},"canonical_url":"https://search.dev.ndltd.org/etd/uiuc/oai:www.ideals.illinois.edu:2142/67324","repository":{"repo_id":"uiuc","name":"University of Illinois - Urbana-Champaign","base_url":"https://www.ideals.illinois.edu/oai-pmh"},"display":{"title":"Consumer (Dis)satisfaction and Complaining Behaviour: The Role of The Market Environment","abstract":"Past studies on Consumer Satisfaction, Dissatisfaction (CS/D) and Complaining Behaviour (CB) have investigated the influences of expectations, product and consumer characteristics, and product performance on CS/D and CB. No consensus has been attained and some of the findings remain controversial. Common to most of the previous studies were two issues. First, failure to investigate the role of the market place where transactions and consumption take place. Two, most of the research was culture bound with virtually most of it having been done in USA and Western Europe.","abstract_html":"Past studies on Consumer Satisfaction, Dissatisfaction (CS/D) and Complaining Behaviour (CB) have investigated the influences of expectations, product and consumer characteristics, and product performance on CS/D and CB. No consensus has been attained and some of the findings remain controversial. Common to most of the previous studies were two issues. First, failure to investigate the role of the market place where transactions and consumption take place. Two, most of the research was culture bound with virtually most of it having been done in USA and Western Europe.","abstract_has_math":false,"creators":["Buberwa, Lawrence Gabriel"],"institution":"University of Illinois at Urbana-Champaign","degree_name":"Ph.D.","degree_level":"Dissertation","degree_discipline":"Business Administration","degree_department":null,"school":null,"contributors":[],"advisors":[],"committee_chairs":[],"committee_members":[],"year":2014,"date_issued":"2014-12-13T20:21:50Z","date_published":"2014-12-13T20:21:50Z","updated_at":"2026-07-22T22:25:57Z","subjects":["Business Administration, General"],"languages":["eng"],"rights":[],"rights_urls":[],"identifier_entries":[{"key":"dc:identifier","label":"Identifier","values":["(UMI)AAI8114394"],"render_values":[{"text":"(UMI)AAI8114394","href":null,"code":true}]}]},"links":{"outbound_url":"http://hdl.handle.net/2142/67324","outbound_label":"Handle","outbound_source":"dc:identifier"},"metadata_groups":[{"id":"people","label":"People","entries":[{"key":"dc:creator","label":"Author","values":["Buberwa, Lawrence Gabriel"]}]},{"id":"academic_context","label":"Academic Context","entries":[{"key":"dc:date","label":"Dc Date","values":["2014-12-13T20:21:50Z","10000-01-01","1981"]},{"key":"dc:type","label":"Dc Type","values":["text"]},{"key":"thesis:degree_discipline","label":"Discipline","values":["Business Administration"]},{"key":"thesis:degree_level","label":"Degree Level","values":["Dissertation"]},{"key":"thesis:degree_name","label":"Degree Name","values":["Ph.D."]},{"key":"thesis:institution_name","label":"Thesis Institution Name","values":["University of Illinois at Urbana-Champaign"]}]},{"id":"subjects_keywords","label":"Subjects and Keywords","entries":[{"key":"dc:subject","label":"Dc Subject","values":["Business Administration, General"]}]},{"id":"language_rights","label":"Language and Rights","entries":[{"key":"dc:language","label":"Dc Language","values":["eng"]}]},{"id":"identifiers","label":"Identifiers","entries":[{"key":"dc:identifier","label":"Identifier","values":["http://hdl.handle.net/2142/67324","(UMI)AAI8114394"]}]},{"id":"additional","label":"Additional Metadata","entries":[{"key":"dc:description","label":"Description","values":["Past studies on Consumer Satisfaction, Dissatisfaction (CS/D) and Complaining Behaviour (CB) have investigated the influences of expectations, product and consumer characteristics, and product performance on CS/D and CB. No consensus has been attained and some of the findings remain controversial. Common to most of the previous studies were two issues. First, failure to investigate the role of the market place where transactions and consumption take place. Two, most of the research was culture bound with virtually most of it having been done in USA and Western Europe.","The present study explored the role of the market environment on CS/D and CB by looking at their incidences in various consumer segments with different market environments. This study unlike virtually all previous ones, was done in Tanzania (a less developed country) which is dramatically different (culturally, socially and economically) from USA and Western Europe. As such the results were expected to stimulate interest in cross-nation and/or cross cultural research.","In the study, the city of Dar-es-Salaam was divided into four clusters of segments on the basis of two factors--the socio-economic status of an area and the outlet density within the area. These two factors were assumed to describe the market environment of the city.","The results of the study show that overall the outlet density factor was a better discriminator of satisfied/dissatisfied and complainer/non-complainer consumer than the socio-economic status of an area factor. When the income factor was introduced, interesting results emerged. First, the poor consumers who reside in areas of low socio-economic status reported dissatisfaction less often than the rich consumers in the same areas. The reverse was the case in areas of high socio-economic status. Two, the poor consumers who reside in areas of low socio-economic status report dissatisfaction less often than the poor consumers in areas of high socio-economic status. The reverse is true for the rich consumers, although the rich consumers' differences are not substantial compared to the poor consumers' differences.","Three competing hypotheses are advanced by the author to explain the findings: (a) Exit, (b) Voice, and (c) Competition.","Made available in DSpace on 2014-12-13T20:21:50Z (GMT). No. of bitstreams: 1 8114394.pdf: 7349712 bytes, checksum: 32980b5faceea37e7761898308da0242 (MD5) Previous issue date: 1981","Embargo set by: Seth Robbins for item 67502 Lift date: Forever Reason: Restricted to the U of I community idenfinitely during batch ingest of legacy ETDs","Restricted to the U of I community idenfinitely during batch ingest of legacy ETDs","U of I Only","188 p.","Thesis (Ph.D.)--University of Illinois at Urbana-Champaign, 1981."]},{"key":"dc:title","label":"Title","values":["Consumer (Dis)satisfaction and Complaining Behaviour: The Role of The Market Environment"]}]}],"canonical_facts":{"dc:creator":["Buberwa, Lawrence Gabriel"],"dc:date":["2014-12-13T20:21:50Z","10000-01-01","1981"],"dc:description":["Past studies on Consumer Satisfaction, Dissatisfaction (CS/D) and Complaining Behaviour (CB) have investigated the influences of expectations, product and consumer characteristics, and product performance on CS/D and CB. No consensus has been attained and some of the findings remain controversial. Common to most of the previous studies were two issues. First, failure to investigate the role of the market place where transactions and consumption take place. Two, most of the research was culture bound with virtually most of it having been done in USA and Western Europe.","The present study explored the role of the market environment on CS/D and CB by looking at their incidences in various consumer segments with different market environments. This study unlike virtually all previous ones, was done in Tanzania (a less developed country) which is dramatically different (culturally, socially and economically) from USA and Western Europe. As such the results were expected to stimulate interest in cross-nation and/or cross cultural research.","In the study, the city of Dar-es-Salaam was divided into four clusters of segments on the basis of two factors--the socio-economic status of an area and the outlet density within the area. These two factors were assumed to describe the market environment of the city.","The results of the study show that overall the outlet density factor was a better discriminator of satisfied/dissatisfied and complainer/non-complainer consumer than the socio-economic status of an area factor. When the income factor was introduced, interesting results emerged. First, the poor consumers who reside in areas of low socio-economic status reported dissatisfaction less often than the rich consumers in the same areas. The reverse was the case in areas of high socio-economic status. Two, the poor consumers who reside in areas of low socio-economic status report dissatisfaction less often than the poor consumers in areas of high socio-economic status. The reverse is true for the rich consumers, although the rich consumers' differences are not substantial compared to the poor consumers' differences.","Three competing hypotheses are advanced by the author to explain the findings: (a) Exit, (b) Voice, and (c) Competition.","Made available in DSpace on 2014-12-13T20:21:50Z (GMT). No. of bitstreams: 1 8114394.pdf: 7349712 bytes, checksum: 32980b5faceea37e7761898308da0242 (MD5) Previous issue date: 1981","Embargo set by: Seth Robbins for item 67502 Lift date: Forever Reason: Restricted to the U of I community idenfinitely during batch ingest of legacy ETDs","Restricted to the U of I community idenfinitely during batch ingest of legacy ETDs","U of I Only","188 p.","Thesis (Ph.D.)--University of Illinois at Urbana-Champaign, 1981."],"dc:identifier":["http://hdl.handle.net/2142/67324","(UMI)AAI8114394"],"dc:language":["eng"],"dc:subject":["Business Administration, General"],"dc:title":["Consumer (Dis)satisfaction and Complaining Behaviour: The Role of The Market Environment"],"dc:type":["text"],"thesis:degree_discipline":["Business Administration"],"thesis:degree_level":["Dissertation"],"thesis:degree_name":["Ph.D."],"thesis:institution_name":["University of Illinois at Urbana-Champaign"]},"updated_at":"2026-07-22T22:25:57Z"}