The Problem of Resolving Product and Service Complaints from the Consumer's Perspective (as an Important Element of Managing Organisational Business Quality)

We are in a time of great competitive struggle in the domestic and global market, which is why more and more traders are asking themselves how to retain consumers and, above all, how to satisfy their needs and expectations when purchasing a particular product. Consumers are setting increasingly higher standards for companies regarding the quality of products and services, as they expect the most for their money. In the second research section, she analysed through a short survey ** the response of consumers when submitting complaints, their resolution, and the decision to make a repeat purchase.**

Problem

We are in a time of great competitive struggle in the domestic and global market, which is why more and more traders are asking themselves how to retain consumers and, above all, how to satisfy their needs and expectations when purchasing a particular product. Consumers are setting increasingly higher standards for companies regarding the quality of products and services, as they expect the most for their money. Companies, if they wish to succeed, are forced to manufacture higher-quality products and provide higher-quality services.

Consumers also perceive a company's quality through the resolution of complaints. If their expectations are met, they remain loyal to a particular company or brand; otherwise, they leave the company and seek one they will trust more. The purpose of the diploma thesis is to examine consumer satisfaction when submitting complaints and to present the company's response to consumer problems.

The diploma thesis is divided into two sections. In the first theoretical section, I wish to present the significance of complaints for the consumer and the company, show the process of resolving a complaint, present the importance of quality for both parties, and present the Consumer Protection legislation, the significance of the Market Inspectorate, and the Consumer Association of Slovenia.

Solution and Method

In the second research section, she analysed through a short survey the response of consumers when submitting complaints, their resolution, and the decision to make a repeat purchase.