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• Is loyalty measurable? The importance and effective assessment of customer satisfaction

  45-57

  Barbara Zsófia Stefán

  Views:

  113

   Customer satisfaction is one of the key factors of corporate competitiveness and long-term business success in the 21st century. The rapid advancement of digitalization and the increasing expectations of consumers further emphasize the need to measure and improve satisfaction. The aim of this research is to examine which factors influence customer satisfaction in the case of a specific company, and how discrepancies between service quality and customer expectations can be identified. The study focuses on the gap between perceived service quality and customer perception, for which the GAP model and the SERVQUAL scale provided the theoretical and methodological framework. The research is based on both secondary and primary data collection; the primary research was conducted using a questionnaire, measuring customer perceptions across five key dimensions: reliability, responsiveness, assurance, empathy, and tangible elements. The results indicate that the company has a fundamentally strong customer satisfaction base, particularly in terms of employee expertise and the quality of communication. However, areas for improvement were identified regarding the accuracy of information provision and customer communication, which are also relevant from the perspective of service gaps. The study highlights that properly applied measurement models not only enable the assessment of satisfaction levels but also serve as effective tools for the targeted improvement of service quality.

• Customer Satisfaction Survey at a Meat Wholesale Company

  149-157

  Brigitta Zsótér

  Réka Zahorecz

  Views:

  166

  We conducted a customer satisfaction survey at a meat wholesale company. It can be concluded from the results of the survey that customers are mostly satisfied. The most important problem is unpunctuality, the unreliable fulfilment of orders which generally the producers should be blamed for. The company wants to extend its offer with frozen products. One part of the survey focused on the question whether the partners would buy products of this kind from the company. On the basis of the answer we suggest that they should extend their selection this way, too.

• A Shelf Survey and a Customer Satisfaction Survey Related to the Products and the Packaging Technology of a Poultry Processing Plant in Bács-Kiskun County

  139-148

  Brigitta Zsótér

  Márk Molnár

  Views:

  195

  We conducted a shelf survey and a customer satisfaction survey with a questionnaire for a poultry processing plant in Bács-Kiskun County. It can be concluded from the shelf survey that the packaging processes of the rival companies and the packaging processes applied by the company examined are similar with the exception of the modified atmosphere packaging. The quality of the packing materials and their design seemed to be completely different. The rivals generally use packing materials of a better quality which include some graphic elements, too. After consulting with the full range of customers we have the following conclusions. Most of the respondents are “satisfied” and “fully satisfied” with the company’s products regarding colour (94.4%), taste (94.1%) and durability (94.4%). There is a high number of customers who need modified atmosphere packaging, that is 72.2% of the respondents. As a result, we suggested that the new tray sealing machine should work with this technology.

• Research about marketing of public services including customer satisfaction, considering the appearing tendency of environment conscious consumers in the County of Jász-Nagykun-Szolnok

  164-170

  Zoltán Máté

  Éva László

  Attila Szakács

  Views:

  288

  Our research is targei ng the supplier companies operate in the County of Jász-Nagykun-Szolnok. The defi nii ons of public service and public ui lity service will be described in this ari cle. We examine how the County supplied with public ui lity services so we can have a bigger picture about how pleased or even unpleased are the people of the region about the services. Finally we discuss the subject mat er of markei ng aci vii es of public ui lity service companies. Is the sai sfaci on of customers an evidence for the assumpi on that there is limited contest between the ui lity service companies?

• INFLUENCING FACTORS OF THE PRODUCT CHOICE ON THE ALCOHOL FREE BEVERAGE MARKET

  Kata Földi

  Ágota Kovács

  Views:

  242

  We performed a customer motivation research with a focus group interview method,
  applying the Censydiam modell, on the excessively competitive and saturated alcohol free
  beverage market. Our objective is, through disclosing factors (advantages and
  disadvantages), influencing alcohol free beverage drink choice, to share our new product
  development recommendation with a market expansion and thus an increased customer
  satisfaction will be possible.