Study of Remarkable Aspect Affecting Customer Satisfaction and the Impact of Perceived Responsiveness in Relationship between Customer Satisfaction and Complaint Intentions in Online Shopping.

Complaint behaviors are critical to maintaining customersatisfaction in an online market. Previous studies have shown the importance of customer satisfaction as a mediator for complaint intentions. It is important to examine the antecedents of customer satisfaction and its link to complaint intentions. Online shoppers are both buyers of products/services and users of web-based systems. For this purpose the users of online shoppers in Tehran are considered as the statistical society which due to the unlimited statistical society and lack of access to all of them, one sample included 196 peoplehas been selected randomly and studied in the Winter seaon of 91 year by usingthe standard questionnaire of the researcher Ing-Long Wu(2012). On the other hand in order to discuss the relation between the research variables the piersoncarolation and for the hypothesis test of research the path analys are used to evaluate the structure of the recommended framework. In order to do this SPSS software is used. This research has about ten hypothesis which are after the hypothesis analysis and statistical analysis at the surely level of 95% for the customer ten hypothesis were accepted. The results from testing a structural equation model indicate that distributive, interactionaland procedural justice contribute significantly to customer satisfaction and, in turn, to complaint intentions.

کلیدواژه ها:

Online shopping ، Customer satisfaction ، Complaint intention ، Justice ، Trust ، Expectation–confirmation model