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Consumer Satisfaction/Dissatisfaction and Handling of Complaints in out of Home Eating Sector
3-18Views:130The contribution of the eating-out-of-home sector to the overall food spending of Hungarian households is very low, especially when compared to other, well developed countries. In order to increase this market – besides the improvement of the elements of macro- and micro-environment – a significant task is to strengthen and improve the consumer satisfaction and loyalty. Consumer satisfaction/dissatisfaction is a complex system whose key element is complaint handling. The research team conducted a questionnaire survey in the spring of 2014 in Hungary (Central Hungary and Northern Great Plain regions) with a sample of 1063 respondents of the age group 15+ years. In the survey, the research models and findings of former international research projects were taken into consideration. Our research results are in compliance with the international research results and trends, although differences may be found in the numbers and extent of the Hungarian results. In the Hungarian eating-out-of-home sector, the desired service quality of the consumers exceeds the detected quality of services particularly in the key areas. Despite the frequent consumer dissatisfaction, the documented forms of dissatisfaction, which could be recognized directly by the management (e.g. direct complaints towards the staff, registered opinion on the claims book), are very low. Guests prefer to use the indirect channels of complaint (for example choosing other restaurant, negative word of mouth, or reducing tips), which will result in that the specific reasons of complaints could not be recognized by management of the restaurant. The exploration and registration of the original problems are the main prerequisites of the successful improvement of consumer satisfaction, therefore establishing an active complaint management system should be a key task for the restaurants.
JEL code: D12
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Interpretation of Health-conscious Food Consumption Behavior on the Basis of LOHAS Concept
39-46Views:336In our study, the information search behavior of sustainability committed consumer group is analyzed. Furthermore, consumer opinions about nutrition labels on food packaging are highlighted. According to the international literature, LOHAS (Lifestyle of Health and Sustainability) group is the most committed consumer segment to sustainability.
Exploration of Hungarian sustainability committed consumer groups’ opinion about food labels is supported by the closing part of a research chain which was started in 2010. This, last research was carried out in 2012, where, with the aid of quota sampling, Trend followers’ and Unconcerned’s judgment on food labels was investigated. The quota and the two mentioned groups were formed on the basis of a national representative research, which was performed in 2011. Information search behavior was evaluated according to the structure of Grunert-Wills’ information search model. In this study we focus on our research results, which connect to the last two steps (understanding, interferences and use) of the mentioned model.
Goal of this research is to investigate in a practical aspect of information search behavior of domestic sustainability committed consumer group (“Trend followers”) in connection with food labels proving health effects of foodstuffs. Four hypotheses were defined to reach our goal:
H1: Among health information on food packaging, labels stating energy value, are getting a higher influencing role in food purchasing process, where conscious consumer groups have a deeper knowledge about the objective meaning of food labels.
H2: Consumer knowledge about objective meaning of food labels is getting a highlighted role in formation of brand loyalty.
H3: Trust has an essential role in consumer acceptation of food labels, where common qualifier activity of different organizations (state, profit and nonprofit area) come into the front.
H4: Correct understanding of food labels has a positive influencing effect on acceptation of higher prices and on real use of food labels during food purchasing.
One- and multivariate analysis and cross table analysis were calculated to investigate our assumptions. In the closing part of our study, three practical recommendations are defined, which relate to follows: optimization of communication strategy of food industries, way of introduction of new food labels and need of objective guidance of consumers about food information. -
Consumer Perception of Corporate Social Responsibility
3-14Views:177Several studies have drawn attention to the importance of and the impact on consumer behavior of the corporate efforts in order to promote sustainable consumption in the last decades. The concept and framework of sustainable consumption appear at global, European and national levels. Several studies have examined the possible design and modeling opportunities for sustainable societies. The socially responsible operation of companies and their efforts for sustainable consumption can be the driving force behind social changes. In our study, we examined the consumer’s perception of social responsibility of companies on based on a national representative sample of 1,038 respondents over 15 years of age. In our analysis, opinions and attitudes related to sustainable development are presented, followed by the characterization of the groups that can be separated on the basis of the monitoring of sustainable corporate activities. The research shows that only a minority the consumers do not believe that consumers could make to sustainable development through their decisions. In contrast, nearly a third of domestic consumers is neutral or attaches importance to the efforts of companies for sustainable development, which is average by European standards. The company moves which lead to better opinions of domestic consumers, or which may lead to the rejection of shopping are introduced. Four groups of consumers are separated according to the monitoring of sustainable business activities.
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Research of Risk Reductive Behaviours Related to Food Products
63-77Views:100This topic will always be actual, since most of the companies crave to understand the
behaviour of their consumers in Hungary – what kind of patterns of behaviour they have, and how companies can influence consumer behaviour without high expenses, considering the most effective methods. As we know, consumer behaviour should be researched on the level of a specific product or service in the short term, or as a brand versus personal preference.
Nowadays, the role of health-awareness and cost-consciousness is getting misrated, alongside with environmental protection and the awareness of hazardous substances. Based on our idea, the background of our research assumes awareness of the contents of food, and the investigation of labels or titles. The organic labels on food have a high priority role in Hungary. In our opinion, the trust contains the following factors: (1) There are control authorities who are reliable, and guarantee the high quality of products for the consumers (for example: Hungarian Authority for Consumer Protection, or other food and chemical industrial laboratories). (2) Food processing facilities are accredited, recorded, and given a certificate (for example: certificate of organic production, etc.) (3) Purchasing is straight from the source. (4) Purchase is on the basis of information technology. These factors are the underlying cause of the change in behaviour resulting from risk reduction awareness. The article focuses on the food consumption behaviour analysis of Hungary’s population. The analyzed database was queried from IPSOS Ltd. (N=1 038 people) but we will select 883 people, based on inclusive criteria (aged between 18 and 70) and exclude people with extreme incomes (due to being outliers). In order to indroduce the topic, we will start our research with a short literary introspection. Before the analysis of the database, we presume consumers have a kind of set awareness that is shaped by buying their daily food and products. In this research, we will prove this assumption.JEL code: D12
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Opportunities and Obstacles in the Healthy Food Consumption Area
65-76Views:288The issue of healthy food consumption is an extremely hot topic in today’s fast-paced world. One of today’s ruler trends are the health awareness and health market expansion. The role of the health of consumers is appreciated. People spend more and more to preserve their health. The consequence of conscious consumption is that individuals can keep their physical and mental activity for a longer time remaining their life and accordingly they can be involved in the economic growth. Our central hypotheses were that the financial situation, the level of consciousness and „identity” have a decisive influence on women who assume a healthy eating habit in Hungary. We also presumed a link between health consciousness and financial attitudes, as well as a positive relationship between health consciousness and behavioral intent and normative beliefs. Our results confirm: the income status and the degree of awareness mostly influence the existence of a healthy diet.
JEL codes: E21, H31, H51
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The Effect of Consumer Perceived Trust and Image Toward Food Brands on Consumers’ Willingness to Buy
41-56Views:231Purpose – consumers’ buying process is affected by many variables in which branding strategy is indeed an important variable to be considered. This paper aims to evaluate the influence of three branding elements – brand name, packaging, and country of origin – on Palestinian consumers’ willingness to buy food products to understand better their buying. Methodology – The study was conducted in the Palestinian market, the sample was selected according to simple random sampling technique, and a structured questionnaire was prepared, then it was electronically distributed by using emails and social media. The questionnaire contains 35 questions depending on a balanced Fifth Likert Scale and a single-item 7-point differential semantic scale, the questions intended to determine the influence of the selected branding elements on consumers’ willingness to buy food products. The data were analysed depending on the descriptive analysis and one sample t-test. Findings – according to the results of the data analysis it was found that product features and attributes were the factors of the highest importance that influenced the consumers’ willingness to buy, while the branding elements variables came at second rank of importance. Also, the results show that the effect of three chosen branding elements on consumer willingness to buy is significant. The outcomes of this study may be advantageous for firms working in food sectors, since the Palestinian market is lacking such a scientific study and help them in creating marketing strategies to increase the sales volume of their products.
JEL Codes: M31, M39
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Examining of Fruit and Vegetable Consumption Among the Hungarian Consumers
79-89Views:392The importance of fruit and vegetable consumption is emphasized by promotions, recommendations, and domestic and foreign researches. According to the results of Hungarian research, consumers with high education and high income are the fastest to commit to a healthy lifestyle (of which regular consumption of fruit and vegetables is an integral part). The present study examines fruit and vegetable consumption through focus group interviews examining two distinct segments; full-time undergraduate students as well as full-time adults. The reason for choosing the two segments was based on the literature, according to which lifestyle research shows that the supportive family financial background of students helps to make this segment more health-conscious, while full-time adults with higher education and income are also more health-conscious consumers. Based on the results of interviews with six groups – three with students and three with full-time adults – it can be stated that among the participants the reasons for consuming fruit and vegetables are health awareness, and in many cases the family pattern is a determining, moreover important aspect that vegetables and fruits are very much loved. However, despite their commitment to a healthy lifestyle and fruit and vegetable, most of them have never heard of fruit and vegetable promotions. As a result of the focus group research, it can also be observed that income is a determining factor, especially in the face of rising prices. In addition to consumption patterns, the research also addressed the issue of branding, the results of which suggest that geographical indications are still more important than the creation of a stand-alone brand name.
JEL Classification: I12, P46