A Study of the Relationships Between Consumer Complaints and Enterprise Operation
The purposes of this study were: (1) examine the relationships among corporate social responsibility, corporate
governance, and business performance, (2) explore whether they are the key factors that affect the number of consumer
complaints. The business operators in Executive Yuan Consumer Appealing System from 2009 to 2013 were included, while
conducting a literature review. The results showed that if the shareholding ratio of directors and supervisors is higher, the better
the firm gets surveillance, thus generating higher profit. Likewise, if a firm gets higher profit, the number of consumer
complaints will be effectively reduced. To sum up, there’s significantly positive relationship among corporate governance,
business performance and the number of consumer complaints. The most important contribution of this paper is confirming the
relationships between consumer complaints and enterprise operation.
Index Terms— Corporate Social Responsibility, Corporate Governance, Business Performance, Consumer Complaint.