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Description
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The purpose of the study: to identify consumers' rights situation and consumers' rights protection level in Lithuania.
Major investigated questions: Respondents were asked whether they (or their family members) purchased of low quality products during the recent 12 months, do they know where to apply when producer or shop assistant refused to compensate the incurred loss and do they have information on the activity of the following institutions: State Consumer Rights Protection Authority under the Ministry of Justice, State Food and Veterinary Service, State Non Food Products Inspectorate, consumer organisations (public consumer organisations), other institutions (e.g. Communications Regulatory Authority, State Energy Inspectorate, municipalities etc.). Respondents answers on what is more important in pursuit of protection of consumers' rights - to apply more strict sanctions for law violators or to enhance education of consumers - were collected and support rendered to consumers by city/district municipalities was assessed. Respondents were also asked whether they (or their family members) were provided with low quality services during the recent 12 months. As well evaluation of quality of the following services was probed: mobile phone services, fixed-line telephone services, supply of energy, gas, water, public transportation services in urban areas, supply of heat, outbound tourism services, construction and repair services, financial and insurance services. Respondents also answered questions focusing on they attempts, during the recent years (or two and more years ago) to exercise consumers' rights (e.g. to replace a low-quality commodity by an appropriate one; to correspondingly reduce price of a commodity; to ask a shop assistant to compensate the cost incurred for elimination of deficiencies of a commodity; to return a commodity back and require to redeem the money paid for it) and cases when she/he was deceived while receiving the change or invoice, or identification of a misleading label on a purchased commodity / product. Respondents were asked to evaluate transparency and legibility of information provided on labels of commodities / products and prices of the following services: mobile phone and fixed-line telephone services, supply of energy, gas and water, public transportation services in urban areas, supply of heat, outbound tourism services, construction and repair services, financial and insurance services, bank charges for executed transactions. It was queried if respondents submitted the claims (during the recent 12 months) to shop assistants, service providers or relevant institutions on the following commodities and services: mobile phone and fixed-line telephone services, supply of energy, gas and water, public transportation services in urban areas, supply of heat, outbound tourism services, construction and repair services, financial and insurance services, non food commodities, foodstuffs. Also respondents were asked to evaluate media's concern about the protection of consumers rights and name the spheres where consumers mostly lack information on: audio/video equipment; computer and communications equipment; clothes, footwear, furniture etc.; meat, fish and milk products; utility services and energy (gas, water, electricity); communication services; financial and insurance services; construction and repair services and outbound tourism services. The key criteria of respondents in purchasing commodities and services were tried to detect (price, quality, safety an impact to health, consumption peculiarities, guarantees, service etc., advertising).
Socio-demographic characteristics: gender, age, education, occupation, marital status, nationality, number of family members, number of children in the family, monthly personal income, total monthly family income, monthly income per one family member, place of residence.
The survey data were collected at the request of the Commission for the Implementation of the National Action Plan for the Promotion and Protection of Human Rights in the Republic of Lithuania under the Human Rights Committee of the Seimas of the Republic of Lithuania.
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Keyword
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central heating, construction industry, consumer action, consumer goods, consumer information, consumer protection, consumer service, electric power supply, financial services, gas supply, local government, mass media, mobile communication, organizations, public transport, tourism, water supply |
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Notes
| The main language of the study is Lithuanian (lit).
Standardized questionnaire was provided for the respondents in Lithuanian (lit).
Dataset (data and metadata) “Consumer Survey, January 2005” from 2008-04-28 to 2021-10-01 was available on the portal of Lithuanian Data Archive for Humanities and Social Sciences (LiDA) www.lidata.eu; object PID: www.lidata.eu/data/quant/LiDA_ZTLT_0003; produced by Gaidys, Vladas; Baublytė, Marė; Kublickienė, Lilija; Sviklas, Eduardas; Štreimikis, Antanas (2008-04-28); revised by Šarkutė, Ligita (2010-08-12). |
