Modelling Customer Satisfaction with Food

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F21%3A00129059" target="_blank" >RIV/00216224:14560/21:00129059 - isvavai.cz</a>

Alternative codes found

RIV/71226401:_____/21:N0100591

Result on the web

<a href="https://www.qip-journal.eu/index.php/QIP/article/view/1618/1325" target="_blank" >https://www.qip-journal.eu/index.php/QIP/article/view/1618/1325</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.12776/QIP.V25I3.1618" target="_blank" >10.12776/QIP.V25I3.1618</a>

Result language

angličtina

Original language name

Modelling Customer Satisfaction with Food

Original language description

The subject of the article is the relationship between customer satisfaction, loyalty and personality characteristics. It aims to analyse factors that influence customer satisfaction and loyalty, including their mutual relationships. For this purpose, a comprehensive model of customer satisfaction was created. The research was carried out using a questionnaire survey on a sample of 1,530 customers of food producers (and 103 food business products that were non-durable) corresponding to the Czech population in terms of gender, age and region. The questionnaires were statistically evaluated using Structural equation modelling (SEM). The results show that a strong link between standard customer satisfaction factors (perceived quality, perceived value, customer expectation) overshadows the influence of weaker factors (personality). However, this effect is fully demonstrated when these strong factors are filtered out. The paper focuses on foods that are sold through retail intermediaries, which also affect customer satisfaction. It may be different for other types of products and services and for products sold otherwise. It can also be limited to CR, resp. transition economics, ie. that in developed countries it could be different. The contribution of the paper is the finding that customer satisfaction is influenced by a personality factors, whose effect is at first glance weaker. It also shows that the factor image can be constructed taking into account the competitive ability of the company as a hybrid and the functionality of the customer loyalty factor influences the way of its construction.

Czech name

—

Czech description

—

Type

J_imp - Article in a specialist periodical, which is included in the Web of Science database

CEP classification

—

OECD FORD branch

50204 - Business and management

Project

<a href="/en/project/GA16-16260S" target="_blank" >GA16-16260S: Managerial approach to reduction of reverse flows in connection to customer satisfaction and continuous improvement</a><br>

Continuities

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Publication year

2021

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Quality Innovation Prosperity

ISSN

1335-1745

e-ISSN

1335-1745

Volume of the periodical

25

Issue of the periodical within the volume

3

Country of publishing house

SK - SLOVAKIA

Number of pages

20

Pages from-to

65-84

UT code for WoS article

000742845200005

EID of the result in the Scopus database

2-s2.0-85120772470