Complaint behaviors of consumers within the context of their social responsibilities (A qualitative research based on Ministry of Industry and Trade?s datas)

The purpose of this study is to evaluate consumer?s complaint behaviors as a result of consumer dissatisfaction within the frame of their social responsibilities and to understand the complait behavior of Turkish consumers when they are dissatisfied and face with potential unfair practices of companies.Within the framework of this basic objectives, the importance of consumers, social responsibility of companies and consumers, the reaction of dissatisfied consumers, complaining behavior, consumer protection related to consumer rights and complaints route are discussed. In light of these theoretical knowledge, the information and documents obtained from Ministry of Industry and Trade are examined. In this issue, complaint application?s topics, application amount, results of application that Turkish consumers made and applied administrative fines to companies have been analyzed.According to the findings of the study results show that there is a rise in the amount of complaint applications to Ministry of Industry and Trade and Arbitration Committees for Consumer Problems by years. When the cities are compared Ankara is the city that have the most complaint applications. Besides study show that the most mentioned complaint issues are about credit cards and mobile phones. The complaint applications mostly resulted in favour of the consumers and it is determined that there is a rise in the amount of administrative fines charged to companies.