Title page for etd-0526118-125215


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URN etd-0526118-125215
Author Shih-Hsiao Peng
Author's Email Address No Public.
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Department Information Management
Year 2017
Semester 2
Degree Master
Type of Document
Language English
Title A Study of Backers’ Complaining Behavior in Unsuccessfully Delivered Crowdfunding Projects
Date of Defense 2018-06-25
Page Count 136
Keyword
  • Complaint Severity
  • Complaint Rate
  • Failure
  • Kickstarter
  • Crowdfunding
  • Abstract Crowdfunding is a prevalent fundraising practice. However, many projects were successfully funded but eventually failed in the fulfillment stage since they cannot deliver the promises. The failure led some of them to suffer a great of complaints and reputational damage. Nevertheless, some failed projects did not receive many or severe complaints. Drawing on 2,137 successfully funded projects from Kickstarter, this study analyzes unsuccessfully delivered projects and additionally provides the analyses of successfully delivered and all projects as comparisons. The result indicates that complaint rate is negatively related with FAQs, preparedness, reply word count (before the delivery date), reply rate and update count (after the delivery date), and it is positively related with the reply time (before the delivery date) and the rate of enclosing a support email address in replies (after the delivery date). Moreover, the complaint rate may decrease to a margin when the number of backers increases to some extent, and we also believe that there is no relationship between the number of backers and severity. Overall, the whole study reveals the difference in roles between backers and customers, and its results give an insight into complaint handling in crowdfunding.
    Advisory Committee
  • Shih, Sheng-Pao - chair
  • Hsu, Hui-Mei - co-chair
  • Hsu, Shih-Chieh - advisor
  • Files
  • etd-0526118-125215.pdf
  • Indicate in-campus at 5 year and off-campus access at 5 year.
    Date of Submission 2018-06-26

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