Consumers ' reviews on consumer arbitration delegations

Nowadays, a rapidly changing consumer behavior in collateral with the developments in the world has led to increased diversity in many areas, not only in the goods and services market. The increase in the diversity of transactions and the increase in the variety of processes has led to increase in disputes. This has made it necessary to take measures to protect consumers who are in a powerless position. One of these measures is preventive measures to prevent the consumer from causing victimization, and the other is protective measures to compensate for the victimization after the consumer becomes a victim. The consumer arbitration committee, which is the subject of our study, is one of the protective measures in consumer protection. Consumers' levels of evaluation about arbitration committees were examined at 5 different scales as a result of the analysis of consumers living in Turkey. These scales include (1) "Information levels of consumers on consumer rights, and consumers' protection (THTKBD), (2) "Information levels of consumers on consumer arbitration committees (THHHBD)", (3) "Perception levels of consumers on consumer arbitration committees (THHAD)", (4) "level of Word of Mouth Communication about consumer arbitral committees (AAI)" and (5) "Reviews of consumers who have applied to the consumer arbitration Committees, (THHHD)". According to one-way MANOVA analysis and Kruskal-Wallis test, it was found that the level of consumers' confirmation to the statements differ according to some of the variables such as age, gender, education, total income, personal income, marital status, household type and occupations. As a result of the data analysis, it was found that the level of information on consumer protection and consumer arbitration committees are high, the majority of applications made to the arbitrator's committees resulted in favor of the consumer, however the level of consumers' perception of consumer arbitration committees was found to be relatively low compared to other scales. Keywords: Consumer Behaviour, Consumer Protection, Consumer Arbitration Committee, One-Way MANOVA Analysis, Kruskal-Wallis Test