Measuring consumer satisfaction with consumer protection agencies: some insights from Saudi Arabia
Abstract
Purpose
The purpose of this paper is to examine the role of consumer protection agencies. In the light of growing importance of consumerism in developing countries, the paper measures the level of satisfaction with the performance provided by five different consumer protection agencies, in a chosen country, Saudi Arabia.
Design/methodology/approach
This study is based on a questionnaire survey conducted in Saudi Arabia. Based on a model developed for this study, the paper uses empirical research to determine customers' satisfaction with consumer protection agencies.
Findings
Results based on testing of hypotheses indicate that overall satisfaction is primarily derived from the objectives and roles played by consumer protection agencies. Results reveal that consumers assign different levels of importance to various dimensions when evaluating satisfaction with consumer protection agencies in Saudi Arabia.
Research limitations/implications
Limited sample size and the generalization of results for the entire Kingdom although the sample has been confined to the eastern province region are the limitations of this study.
Practical implications
The findings of this study have implications on the manner in which consumer protection agencies in Saudi Arabia must operate. Besides, findings of this study have also implications for business operating in Saudi Arabia.
Originality/value
This study makes a valuable contribution given the fact that there is a dearth of empirical studies covering the measurement of consumer satisfaction role played by consumer protection agencies in Saudi Arabia.
Keywords
Citation
Al‐Ghamdi, S.M., Sadiq Sohail, M. and Al‐Khaldi, A. (2007), "Measuring consumer satisfaction with consumer protection agencies: some insights from Saudi Arabia", Journal of Consumer Marketing, Vol. 24 No. 2, pp. 71-79. https://doi.org/10.1108/07363760710737076
Publisher
:Emerald Group Publishing Limited
Copyright © 2007, Emerald Group Publishing Limited