Demographic Characteristics and Complaint Behavior: An Empirical Study Concerning Turkish Customers
Tolon Metehan, Zengin Asude Yasemin

Abstract
Firms’ primary objectives are gaining profit and providing continuity. When thinking in a short period, gaining profit cannot serve the firm’s providing continuity. As of late, as long term profits are reinforced by customer satisfaction can contribute to the firm’s continuity in a related market.In order to create loyal customers, firms must continue relationships positively. For this purpose, it is of strategic importance for firms to solve customer complaints rapidly and efficiently. At this point firms have to determine complaint behavior differences related to customers. Demographic characteristics take an important role in determining complaint behavior differences between customers. Especially firms which want to operate in international markets have to analyze demographic characteristics of customers in related market. In this study, the effect of the differences between demographic characteristics of Turkish customers over complaint behaviors has been presented empirically.

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