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@article{1544692,
author = {Suchánek, Petr and Králová, Maria},
article_number = {1},
doi = {http://dx.doi.org/10.1080/1331677X.2019.1627893},
keywords = {customer expectation; customer satisfactionmodel; perceived qualityand value; productknowledge; competitiveness; food industry},
language = {eng},
issn = {1331-677X},
journal = {Economic Research-Ekonomska Istraživanja},
title = {Customer satisfaction, loyalty, knowledge and competitiveness in the food industry},
url = {https://www.tandfonline.com/doi/full/10.1080/1331677X.2019.1627893},
volume = {32},
year = {2019}
}
TY - JOUR
ID - 1544692
AU - Suchánek, Petr - Králová, Maria
PY - 2019
TI - Customer satisfaction, loyalty, knowledge and competitiveness in the food industry
JF - Economic Research-Ekonomska Istraživanja
VL - 32
IS - 1
SP - 1237-1255
EP - 1237-1255
PB - Taylor & Francis
SN - 1331677X
KW - customer expectation
KW - customer satisfactionmodel
KW - perceived qualityand value
KW - productknowledge
KW - competitiveness
KW - food industry
UR - https://www.tandfonline.com/doi/full/10.1080/1331677X.2019.1627893
L2 - https://www.tandfonline.com/doi/full/10.1080/1331677X.2019.1627893
N2 - The subject of this article is customer satisfaction, loyalty, know-ledge and business competitiveness from the perspective of afood-industry customer. This article aims to analyse the relation-ship between customer satisfaction, customer loyalty, productknowledge, business competitiveness and other selected factorswhich influence customer satisfaction. The research is aimed atcustomers who purchase the product in question repeatedly andhave personal experience with this product. The research was car-ried out using a questionnaire which was presented to therespondents, who were customers of the selected companies. Inorder to model the relationships between the factors, a structuralequation model approach was used. The research showed the dir-ect influence of the product-knowledge variable on customerexpectation and product competitiveness, as well as the influenceof customer loyalty on product knowledge. Increased loyalty thusleads to the customer’s increased knowledge of the product. Therate of repeat purchase of the same product is important for therelationship between the variables. In this case, customer expect-ation was shown to be an important variable which is influencedby customer satisfaction. It can be concluded that when a prod-uct’s price is set correctly in relation to its quality, the price doesnot affect other research factors.
ER -
SUCHÁNEK, Petr a Maria KRÁLOVÁ. Customer satisfaction, loyalty, knowledge and competitiveness in the food industry. \textit{Economic Research-Ekonomska Istraživanja}. Taylor \&{} Francis, 2019, roč.~32, č.~1, s.~1237-1255. ISSN~1331-677X. Dostupné z: https://dx.doi.org/10.1080/1331677X.2019.1627893.
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