Complaining Behaviour and Consumer Safety: Research on Romania Online Shopping

Adriana Dima (Girneata) and Cosmin Octavian Dobrin

Economic Studies journal, 2015, issue 1, 161-175

Abstract: In the last decade, new economic phenomena have emerged and their implications regarding consumer wellbeing need a thorough analysis. Synthesizing statistics in the European Union, it revealed a tendency in recent years of increasing the number of notifications on products that pose safety or security risks to consumers as well as a rising number of buyers resorting to online shopping. Utilizing new data collected through the statistical survey research method, the paper represents a study on the complaining behaviour of Romanians who opt to purchase products from online stores, as members or the European Union, their consumer safety regarding online shopping and the degree to which they are properly informed and know their rights. The results showed that Romanian consumers are circumspect about purchasing products online. However, they tend to be occasional buyers and they are reluctant regarding registering complaints concerning noncompliant products purchased online due. The paper provides an original study on complaining behaviour and consumer safety in Romania regarding products purchased from the internet and the identified solutions can lead to an improvement of consumer protection in the online environment.

JEL-codes: D12 D18 (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (6)

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