A Study of Perceived Justice in the Relationship Between Complaint Response and Customer Satisfaction: Perspective on the Real Estate Enterprise Customers in the Yangtze River Delta
Author (s)
JIANG BINGZE
Abstract
With the deepening of China’s information age, the rapid development of network technology integrates various Internet resources for service providers, making implementing online complaint responses possible. Therefore, use the Internet to establish the necessary complaint response mechanism, improve customer satisfaction, and help real estate enterprises enhance competitiveness and improve performance. Based on the equity theory and the Internet background, this study constructs a relationship model between customer complaint response and customer satisfaction in real estate enterprises in the Yangtze River Delta. According to the complaint response characteristics, this study is divided into material, spiritual and information remedies. This study adds the dimension of informational justice based on distribution, interaction and procedural justice. Complaint response and satisfactory justice can adjust their positive impact on customer satisfaction through controllability, internal and external attribution and stability attributes. This study designs the corresponding scales based on the dimensional information of complaint response, perceived justice and complaint attribute. In this study, professional questionnaires were filled in and published on the website, surveys were conducted, data were collected, and Amos18.0 and SPSS 19.0 software was used to analyze the data. This study concludes that the real estate complaint response under the Internet can be divided into three dimensions: material, spiritual, and information. Qualified justice can be divided into four dimensions: distributed justice, procedural justice, interactive justice, and informational justice. The complaint attribute can be divided into three dimensions: internal-external, controllable, and stability. Complaint response positively impacts customer satisfaction through perceived justice; the complaint attribute has a moderating effect between the complaint response and the perceived justice.
Keywords: Complaint Attribution, Complaint Response, Customer Satisfaction, Perceived Justice.
| Title: | A Study of Perceived Justice in the Relationship Between Complaint Response and Customer Satisfaction: Perspective on the Real Estate Enterprise Customers in the Yangtze River Delta |
|---|---|
| Author: | JIANG BINGZE |
| Journal Name: | International Journal of Science and Business |
| Website: | ijsab.com |
| ISSN: | ISSN 2520-4750 (Online), ISSN 2521-3040 (Print) |
| DOI: | https://doi.org/10.5281/zenodo.7500358 |
| Media: | Online |
| Volume: | 18 |
| Issue: | 1 |
| Issue publication (Year): | 2023 |
| Acceptance Date: | 01/01/2023 |
| Date of Publication: | 03/01/2023 |
| PDF URL: | https://ijsab.com/wp-content/uploads/2023.pdf |
| Free download: | Available |
| Page: | 27-45 |
| First Page: | 27 |
| Last Page: | 45 |
| Paper Type: | Research paper |
| Current Status: | Published |
Cite This Article:
JIANG BINGZE (2023). A Study of Perceived Justice in the Relationship Between Complaint Response and Customer Satisfaction: Pespective on the Real Estate Enterprise Customers in the Yangtze River Delta. International Journal of Science and Business, 18(1), 27-45. doi: https://doi.org/ 10.5281/zenodo.7500358
Retrieved from https://ijsab.com/wp-content/uploads/2023.pdf
About Author (s)
JIANG BINGZE, Lincoln University College, Malaysia.
DOI: https://doi.org/10.5281/zenodo.7500358