The Influence of Customers’ Personal Characteristics on their
Satisfaction with the Food Industry

SUCHÁNEK, Petr and Maria KRÁLOVÁ. The Influence of Customers’ Personal Characteristics on their Satisfaction with the Food Industry. Journal of Competitiveness. Zlín: Univerzita Tomáše Bati, Fakulta managementu a ekonomiky, 2018, vol. 10, No 4, p. 151-170. ISSN 1804-171X. Available from: https://dx.doi.org/10.7441/joc.2018.04.10.

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TY  - JOUR
ID  - 1479860
AU  - Suchánek, Petr - Králová, Maria
PY  - 2018
TI  - The Influence of Customers’ Personal Characteristics on their Satisfaction with the Food Industry
JF  - Journal of Competitiveness
VL  - 10
IS  - 4
SP  - 151-170
EP  - 151-170
PB  - Univerzita Tomáše Bati, Fakulta managementu a ekonomiky
SN  - 1804171X
KW  - customer satisfaction
KW  - factors of customer satisfaction
KW  - competitiveness
KW  - personal characteristics
KW  - demographic characteristics
UR  - https://www.cjournal.cz/files/311.pdf
L2  - https://www.cjournal.cz/files/311.pdf
N2  - The subject of this research is the influence of numerous factors and variables on customer satisfaction, which is one of the main factors of the company’s competitiveness. The objective of the study, therefore, is to ascertain which factors and variables influence customer satisfaction and, as a result, the competitiveness of the enterprise from within the food industry. The research has been conceived in two successive steps. The first of these is to discover the influence of selected factors on customer satisfaction. Amongst these were factors which not only sometimes clearly influenced customer satisfaction (factors of customer satisfaction), but also factors which clearly influenced other types of satisfaction which were then associated with customer satisfaction (personal characteristics). In the second step, mutual relationships between the two groups of factors is described. The research was carried out on a sample of firms in the food industry along with their end customers. Multiple regression and a hierarchical mixed-effect model with the appropriate statistical tests were used for modelling. From the results it emerges that only the factors of customer satisfaction (customer expectation, perceived quality and perceived value) have an effect on overall customer satisfaction. The influence of personal characteristics was not proven. However, a (weak) relationship was shown between some of the factors of customer satisfaction (perceived value, perceived quality, competitiveness and customer expectation) and a number of factors from the group of personal characteristics (financial capacity, level of optimism and level of planning).
ER  -

Basic information
Original name	The Influence of Customers’ Personal Characteristics on their Satisfaction with the Food Industry
Authors	SUCHÁNEK, Petr (203 Czech Republic, guarantor, belonging to the institution) and Maria KRÁLOVÁ (203 Czech Republic, belonging to the institution).
Edition	Journal of Competitiveness, Zlín, Univerzita Tomáše Bati, Fakulta managementu a ekonomiky, 2018, 1804-171X.

Other information
Original language	English
Type of outcome	Article in a journal
Field of Study	50204 Business and management
Country of publisher	Czech Republic
Confidentiality degree	is not subject to a state or trade secret
WWW	URL
RIV identification code	RIV/00216224:14560/18:00101448
Organization unit	Faculty of Economics and Administration
Doi	http://dx.doi.org/10.7441/joc.2018.04.10
UT WoS	000453444200011
Keywords in English	customer satisfaction; factors of customer satisfaction; competitiveness; personal characteristics; demographic characteristics
Tags	International impact, Reviewed
Changed by	Changed by: Mgr. Pavlína Kurková, učo 368752. Changed: 14/10/2022 11:17.

Abstract

The subject of this research is the influence of numerous factors and variables on customer satisfaction, which is one of the main factors of the company’s competitiveness. The objective of the study, therefore, is to ascertain which factors and variables influence customer satisfaction and, as a result, the competitiveness of the enterprise from within the food industry. The research has been conceived in two successive steps. The first of these is to discover the influence of selected factors on customer satisfaction. Amongst these were factors which not only sometimes clearly influenced customer satisfaction (factors of customer satisfaction), but also factors which clearly influenced other types of satisfaction which were then associated with customer satisfaction (personal characteristics). In the second step, mutual relationships between the two groups of factors is described. The research was carried out on a sample of firms in the food industry along with their end customers. Multiple regression and a hierarchical mixed-effect model with the appropriate statistical tests were used for modelling. From the results it emerges that only the factors of customer satisfaction (customer expectation, perceived quality and perceived value) have an effect on overall customer satisfaction. The influence of personal characteristics was not proven. However, a (weak) relationship was shown between some of the factors of customer satisfaction (perceived value, perceived quality, competitiveness and customer expectation) and a number of factors from the group of personal characteristics (financial capacity, level of optimism and level of planning).

Links
GA16-16260S, research and development project	Name: Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování
GA16-16260S, research and development project	Investor: Czech Science Foundation

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The Influence of Customers’ Personal Characteristics on their Satisfaction with the Food Industry

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