Consumer Behaviour and Warranty Claim: A Study on Czech Consumers

Abstract

ABSTRACT. Consumer behaviour concerning warranty is significant for both consumers and business entities. This article presents the behaviour of consumers on warranty claims for purchased products or services. The present study attempts to investigate the influence of demographic variables on consumer satisfaction in the course of the warranty claim procedure. To study the behaviour of consumers, a quantitative approach was adopted with the sample of 453 respondents in Czech Republic. A self-administered, structured questionnaire was used to collect primary data during the survey and analysis was performed using Statistical Package for Social Science (SPSS). This study contributes to the body of knowledge in the field of consumer behaviour concerning warranty claims. JEL Classification: M31

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“…Hence, additional benefits such as warranties and excellent customer service would be needed to keep customers 'locked' into a firm's transaction system. Shaw et al's (2017) study into Czech consumer behaviour and warranty claims found that young consumers have a positive tendency for warranty claims. Interestingly, they show more satisfaction with warranty procedure.…”