Investigating the Effect of Customer Complaints and Distrust onPurchase Intention in Tabriz Restaurants

سال انتشار: 1401
نوع سند: مقاله کنفرانسی
زبان: انگلیسی
مشاهده: 152

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شناسه ملی سند علمی:

MDMCONF05_135

تاریخ نمایه سازی: 26 مهر 1401

چکیده مقاله:

Nowadays, customer retention is very important for all businesses, because the survival of any business depends on its loyal customers to have a reliable future estimate. One of the most important topics in this category is related to customer voice and building trust for customers. Therefore, the main purpose of this study is to investigate the effect of customer complaints and distrust on the purchase intention. The statistical population of this study includes customers of famous restaurants in Tabriz. Data collection was done by a questionnaire. To investigate this research, several hypotheses have been presented that have been analyzed using multiple regression method. The results show that despite more complaints and lack of customer trust, customers show delayed purchase behavior or no purchase.

نویسندگان

Naser Sanoubar

Associate Professor, Department of Management, Faculty of Economics and Management, Universityof Tabriz, Tabriz, Iran

Mohammad Faryabi

Associate Professor, Department of Management, Faculty of Economics and Management, Universityof Tabriz, Tabriz, Iran

Zahra Ranjbar Areshtanab

Master of MBA, Faculty of Economics and Management, University of Tabriz, Tabriz, Iran.