Sayanti Shaw,

Tomas Bata University in Zlín,

Zlín, Czech Republic,

E-mail: sayantishaw@gmail.com, shaw@fame.utb.cz

CONSUMER BEHAVIOUR AND WARRANTY CLAIM: A STUDY ON CZECH CONSUMERS

Miloslava Chovancová,

Tomas Bata University in Zlín,

Zlín, Czech Republic,

E-mail: chovancova@fame.utb.cz

Jiří Bejtkovský,

Tomas Bata University in Zlín,

Zlín, Czech Republic,

E-mail: bejtkovsky@fame.utb.cz

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.

Received: January, 2017

1st Revision: April, 2017

Accepted: August, 2017

DOI: 10.14254/2071- 789X.2017/10-3/7

JEL Classification: M31

Keywords: consumer behaviour, warranty claim, products, services.