Source: http://ijmp.jor.br/index.php/ijmp/article/view/839
Timestamp: 2019-04-18 17:04:05+00:00

Document:
The purpose of this research was to analyze factors that influence Generation Y’s complaint behavior in online shopping. In general, Generation Y’s consumer of this research have a good perception of consumer rights. In contrast, the result showed that Generation Y in this research had a low complaint behavior. The research found that gender, strivers lifestyle, and number of social media account were influence Generation Y’s complaint behavior in online shopping. The result showed that male student did more complaint than female student. Generation Y who had strivers lifestyle will increase complaint behavior. The more Generation Y had social media account, the more Generation Y prefer to did a complaint.
ANBUMANI, P.; SUNDAR, V. (2014) A study on consumer awareness about Gold Jewekry in Tamil Nadu. Indian Journal of Research PARIPEX, v. 3, n. 4, p. 29-31.
ASHRAF, T.; SAJJAD, W.; RIDWAN, M.; AHMED, D.; NAZEER, H. (2013) Determinants of consumer complaining behavior: a study of Pakistan. International Journal of Learning & Development, v. 3, n. 6, p. 121-139.
BHUIAN, N. S.; AL-ENAZI, A. E. (2013) Perceived consumer power and consumer complaint behavior: the direct and indirect influences of consumer awareness of their rights [proceeding]. Doha (Qatar): Qatar University.
CHEAWKAMOLPAT, P. (2009) Online shopping behavior: A study of consumers in Bangkok [thesis]. Bangkok: Assumption University.
CHO, Y.; IM, L.; HILTZ, R.; FJERMESTAD, J. (2002) The effects of post purchase evaluation factors on online vs offline customer complaining behavior: Implications for customer loyalty. Advances in Consumer Research, n. 29, p. 318-325.
CIPRIANA, M. A.; FILIMON, S.; IONELA, G. P. (2010) Consumers’ komplaining behavior: An exploratory research [proceeding]. Alba (Romania): University of Alba Iulia.
CLARK, J. (2013) Conceptualising social media as complaint channel. Journal of Promotional Communications, v. 1, n. 1, p. 104-124.
DELAFROOZ, N.; PAIM, L.; KHATIBI, A. (2010) Students’ online shopping behavior: an empirical study. Journal of American Science, v. 6, n. 1.
DJAMALUDIN, M. D.; ROCHANY, H.; SIMANJUNTAK, N. (2008) Analysis of the behavior of consumer complaints through the foundation of consumer organizations Indonesia (YLKI) and Kompas in 2007. Journal of Family & Consumer Sciences, v. 1, n. 2, p. 1-12.
FERNANDES, D. V. D. H.; SANTOS, C. P. D. (2008) Antecendents and consequences of consumer trust in the context of service recovery. Brazilian Administration Review, v. 5, n. 3.
GHANAMATHADAYYA; SRINIVAS, S. (2014) Customer perception towards outlet atmosphere at reliance fresh, bangalore. Asia Pacific Journal of Management and Entrepreneurship Research (APJMER), v. 3, n. 2, p. 170-179.
GHOSH, I. (2014) VALS Psychographic: a new way of market segmentation in India. The International Journal of Business and Management, v. 2, n. 4, p. 1-6.
HAKIMAH, N.; HARON, S. H.; FAH, B. C. H. (2010) Unpleasant market experience and consumer complaint behavior. Asian Social Science, v. 6, n. 5, p. 63-69.
IOANĂS, E.; STOICA, I. (2014) Social media and its impact on consumers behavior. International Journal of Economic Practices and Theories, v. 4, n. 2, p. 295-303.
ISHAK, M.; ZABIL, N. F. M. (2012) Impact of consumer awareness and knowledge to consumer effective behavior. Asian Social Science, v. 8, n. 3, p. 108-114.
ISMAIL, M.; LU, S. H. (2014) Cultural values and career goals of the millennial generation: an integrated conceptual framework. The Journal of International Management Studies, v. 9, n. 1, p. 38-49.
ISTANBULLUOGLU, D. (2013) An exploration of consumers online complaining behavior on facebook [thesis]. Birmingham (US): University of Birmingham.
JAMES, R. (2013) Male and female attitudes on online shopping. Women in Society Journal, n. 6, p. 75-88.
KAU, A. K.; LOH, W. Y. E. (2006) The effects of service recovery on consumer satisfaction: a comparison between complainants and non complainants. Journal of Service Marketing, v. 20, n. 2, p. 101-111.
KAZMI, S. Q. (2012) Consumer protection and buyin decision (the pasta study). International Journal of Advancements in Research & Technology, v. 1, n. 6, p. 1-10.
KHAN, A. S.; AHMED, F.; YOUSUF, H.; HASSAN, S. U.; ZIA, S. A. (2014) Online shopping behavior in Pakistan. International Conference on Marketing. Institute of Business Administration in Karachi, p. 1-42.
KHRISNAN, J. (2011) Lifestyle–a tool for understanding buyer behavior. International Journal of Economics and Management, v. 5, n. 1, p. 283-298.
KOWALSKI, R.M. (1996) Complaints and complaining: Functions, antecedents, and consequences. Psychol Bull, v. 119, n. 2, p. 179-96.
KUMAR, P.; SANURI, S.; KAID, A. (2013) ‘My problem solved, that’s all!’: A phenomenological approach to consumer complaint redressal in Malaysia. Procedia - Social and Behavioral Sciences, n. 130, p. 431–438.
LESTARI, Y. T. (2014) Analysis of the product purchase intentions through the online shop on the student with the approach Theory of Planned Behavior [thesis]. Bogor (ID): Bogor Agricultural University.
LIU, M.; ZHANG, F. (2007) An empirical study of factors related consumer complaint behavior. International Federation of Information Processing, v. 251, n. 1, p. 379-389.
LUTHFI, M.H. (2014) A study of generation Y attitude towards usage of internet for e-commerce in Msc Landmark, Kuala Lumpur & Selangor State [thesis]. Malaysia: Universiti Utara Malaysia.
MEIER, J.; CROCKER, M. (2010) Generation Y in the workforce: managerial challenges. The Journal of Human Resource and Adult Learning, v. 6, n. 1, p. 68-78.
NAZIR, S.; TAYYAB, A.; SAJID, A.; RASHID, H. U.; JAVEDI. (2012) How online shopping is affecting consumers buying behavior in Pakistan?. IJCSI International Journal of Computer Science Issues, v. 9, n. 1, p. 486-495.
NATIONAL CONSUMER PROTECTION AGENCY. (2012) Urgency of E-Commerce Consumer Protection in Indonesia. Press Conference [Online]. Retrieved from: http://bpkn.go.id/uploads/document/05d33c84ba95e8a35083a7a87dc1adca247be3b4.pdf.
PAINA, N. D. C.; LUCA, T. A. (2011) Nowadays online consumers’ rights and interests. Case study-The Romanian educated online young consumer. Management & Marketing Challenges for the Knowledge Society, v. 6, n. 2, p. 255-272.
PRATIWI, H. D. (2013). Online shop as a way of spending among Generation Y Unnes [thesis]. Semarang (ID): Semarang State University.
SATHISH, S.; RAJAMOHAN, D. R. A. (2012) Consumer behavior and lifestyle marketing. International Journal of Marketing Financial Services & Management Research, v. 1, n. 10, p. 1-15.
SCHIFFMAN, L. G.; KANUK, L. L. (2008) Consumer Behavior, Seventh Edition. Drs. Zoelkifli Kasip, translators, Jakarta (ID): PT Index. Translation of Consumer Behavior. Seventh Edition.
SHARP, K. L.; DYE, A. L. B. (2014) African generation Y students’ mobile advertising usage. Mediterranean Journal of Social Sciences, v. 5, n. 21, p. 85-92.
SUMARWAN, U. (2011) Consumer Behavior: Theory and Application. Jakarta (ID): PT Ghalia.
TIDTICHUMRERNPORN, T. (2010) Lifestyle segmentation for boutique accomodation in relation to the service quality and customer satisfaction. Chiang Mai (TH): Payap University.
VALENTINE, D. B.; POWERS, T. L. (2013) Generation Y values and lifestyle segments. Journal of Consumer Marketing, v. 30, n. 7, p. 597-606.
VEERALAKHSMI, R. D. (2013) A study on online shopping behaviour of customers. International Journal of scientific research and management. Special Issue on e-Marketing Road Ahead of India, p. 28-32.
VERONIKA, S. (2013) Motivation of online buyer behavior. Journal of Competitiveness, v. 5, n. 3, p. 14-30.
WILBANKS, J. K. (2005) Exploring lifestyle orientation, attotude toward lifestyle merchandising, and attitude toward lifestyle advertising as predictor of behavioral intention to purchase lifestyle home furnishing products [master thesis]. Texas (US): University of North Texas.
YORUK, D.; DUNDAR, S.; MOGA, L. M..; NECULITA, M. (2011) Drivers and attitudes towards online shopping: comparison of Turkey with Romania. Jurnal Communication of the IBIMA, y. 2011, n. 2001, p. 1-13.
YULIATI, L. N.; ANZOLA, Y. (2009) Level of customer satisfaction with the company's response after-action complaint through the print media. Journal Family and Consumer Sciences, v. 2, n. 2, p. 1-7.
ZAIN, O. M. (2011) Inquistitions into the complaint and the non complaint customers: The Malaysian customers insight. International Journal of Business and Social Sciences, v. 2, n. 15, p. 1-11.
ZEITHAML, V. A. (1988) Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, n. 52, p. 2-22.

References: V. 
 v. 
 v. 
 v. 
 v. 
 v. 
 V. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 v. 
 V.