Abstract

CRUZ RODRIGUEZ, Ignacio Javier  and  ROSAS ROJAS, Eduardo. Mexican Consumer Complaint Behavior. Región y sociedad [online]. 2021, vol.33, e1441.  Epub Sep 20, 2021. ISSN 2448-4849.  https://doi.org/10.22198/rys2021/33/1441.

Objective: to examine the main determinants of consumer complaining behavior in Mexico from 2006 to 2017, using annual data for the 32 states. Methodology: a static balanced panel data model was estimated and later the dynamic effect that prevails in the complaining behavior of Mexicans was included by means of the generalized method of moments. Results: it was proven that consumers’ previous complaint experience, as a result of its practice, lets them learn and improve their complaining methods. It is also identified that lower refunded amounts increase the amount of complaints. It was registered that complainers have higher salaries than those who do not complaint and that women with formal education are the ones who complain the most. Limitations: the analyzed information corresponds only to the services in general and the financial services were excluded. Value: the implementation of a dynamic panel data model allows overcoming the endogeneity problem between the variables; this gives the opportunity to estimate the impact of previous complaints experiences on current nonconformities. Conclusions: the results obtained about the Mexican consumer complaining behavior coincide with the hypotheses of the main investigations for other countries.

Keywords : complaining behavior; consumer; panel data models; consumer protection.