THE NATURE OF CUSTOMER COMPLAINTS IN ELECTRONICS RETAIL: A COMPARATIVE ANALYSIS OF RETAIL NETWORKS AND INDEPENDENT STORES

Simple item page
dc.contributor.authorHrebyniuk, Olha
dc.date.accessioned2026-07-06T10:01:40Z
dc.date.available2026-07-06T10:01:40Z
dc.date.issued2026-05
dc.description.abstractThis research investigates customer complaints in electronics retail in Ukraine. It aims to identify the dominant complaint categories, compare complaint patterns across store types, and derive operational insights. Specifically, it examines which complaints are most common, how patterns differ between retail chains and independent stores, and what these differences reveal about service and operations. The study employs a quantitative approach by analyzing negative Google Maps reviews collected over one year from six retail chains and nine independent stores in Kyiv. Reviews were manually classified into seven complaint categories and compared across stores and store types. The research is grounded in the concepts of customer loyalty, customer experience, and Social Exchange Theory, which explain how customer behavior is influenced by service quality, operational experience, and perceptions of mutual value. The findings show that Customer Service Behavior is the dominant complaint category in retail chains, while no single category prevails among independent stores. This indicates greater standardization in retail chains and stronger store-level variation among independent retailers. The study contributes to the literature by improving the understanding of complaint patterns in electronics retail.
dc.identifier.citationHrebyniuk, Olha. (2026). THE NATURE OF CUSTOMER COMPLAINTS IN ELECTRONICS RETAIL: A COMPARATIVE ANALYSIS OF RETAIL NETWORKS AND INDEPENDENT STORES. Kyiv: American University Kyiv. URI: https://er.auk.edu.ua/handle/234907866/198en
dc.identifier.urihttps://er.auk.edu.ua/handle/234907866/198
dc.language.isoen_US
dc.publisherManuscript
dc.subjectelectronics retail
dc.subjectcustomer complaints
dc.subjectcustomer experience
dc.subjectonline reviews
dc.titleTHE NATURE OF CUSTOMER COMPLAINTS IN ELECTRONICS RETAIL: A COMPARATIVE ANALYSIS OF RETAIL NETWORKS AND INDEPENDENT STORES
dc.title.alternativeПРИРОДА КЛІЄНТСЬКИХ СКАРГ У РОЗДРІБНІЙ ТОРГІВЛІ ЕЛЕКТРОНІКОЮ: ПОРІВНЯЛЬНИЙ АНАЛІЗ МЕРЕЖЕВИХ ТА ОКРЕМИХ МАГАЗИНІВ
dc.typeThesis

Files

Original bundle
Now showing 1 - 1 of 1
No Thumbnail Available
Name:
Hrebyniuk_THE NATURE OF.pdf
Size:
439.93 KB
Format:
Adobe Portable Document Format
Download
License bundle
Now showing 1 - 1 of 1
No Thumbnail Available
Name:
license.txt
Size:
1.71 KB
Format:
Item-specific license agreed to upon submission
Description:
Download

Collections

School of Management (capstones)