Customer satisfaction, loyalty, knowledge and competitiveness in the food industry

Abstract

The subject of this article is customer satisfaction, loyalty, knowledge and business competitiveness from the perspective of a food-industry customer. This article aims to analyse the relationship between customer satisfaction, customer loyalty, product knowledge, business competitiveness and other selected factors which influence customer satisfaction. The research is aimed at customers who purchase the product in question repeatedly and have personal experience with this product. The research was carried out using a questionnaire which was presented to the respondents, who were customers of the selected companies. In order to model the relationships between the factors, a structural equation model approach was used. The research showed the direct influence of the product-knowledge variable on customer expectation and product competitiveness, as well as the influence of customer loyalty on product knowledge. Increased loyalty thus leads to the customer's increased knowledge of the product. The rate of repeat purchase of the same product is important for the relationship between the variables. In this case, customer expectation was shown to be an important variable which is influenced by customer satisfaction. It can be concluded that when a product's price is set correctly in relation to its quality, the price does not affect other research factors.

Satisfaction and Loyalty of Banking Customers in Indonesia

“…When customers are satisfied with the products or services they have purchased and used, the customers will be loyal to the company's products and services therefore they will be loyal to the company. This is proven by previous researzch in the following industries: banking [2][3][4][5][6][7][8], airlines [9], education [10], entertainment [11], food [12][13][14], hospital [15], hotel [16], manufacture [17], retail [18][19][20][21], shipping [22][23], telecommunication [24][25][26][27]. Those research conclude that customer satisfaction has a significant positive effect on customer loyalty.…”

Breaking food safety and quality standards in the EU: Financial aspects within poultry products manufacturers in Visegrad 4 countries

“…Review of a current state of the art using articles and studies of other authors point out at following factors within their influence on customer behaviour and preferences, namely the level of food literacy, product knowledge or purchasing power (Dudek, 2019;Erokhin, 2017;Ronto, Ball, Pendergast & Harris, 2016;Savelli, Murmura, Liberatore, Casolani & Bravi, 2019;Suchánek & Králová, 2019). Companies respond to these factors by identification of changes in established consumer behaviour in order to maintain their competitiveness that can be measured among all by financial performance indicators.…”

A Study on the Association between Customer Satisfaction and Customer Loyalty in the Inhouse Restaurant in Selected Hotels of Ludhiana City

“…Customers will be more loyal when they receive excellent food, the fast service delivery of eatables, a pleasant physical environment, and a memorable dining experience. (Petr & Maria, 2019), found that, customers became more loyal when they purchase more of the same product. The customer gains more product knowledge when they repeat purchase.…”