Preliminary communication

Analysis of Customer Satisfaction in Furniture Market

Ivana Perić orcid.org/0000-0002-2253-9352 ; Faculty of Forestry, University of Zagreb, Croatia
Kristina Bičanić orcid.org/0000-0002-0212-2197 ; Faculty of Forestry, University of Zagreb, Croatia
Andreja Pirc ; Faculty of Forestry, University of Zagreb, Croatia
Renata Ojurović ; Ministry of Regional Development, Forestry and Water Menagement, Croatia
Tomislav Grladinović ; Faculty of Forestry, University of Zagreb, Croatia

Abstract

Diversity of attitudes and opinions, different lifestyles, and human globalization offer to the modern man wide possibilities of individual selection. The market provides numerous innovations in the context of
existing global and local contents, which do not appear in the form of trends but rather as new values and attitudes. Due to the competition of the same type of shops that mostly offer the same or similar goods at approximately the same price, factors such as the shop layout and sales staff are increasingly infl uencing the choice of point of sale and purchase. This paper presents how the customers/consumers ssessed the place for buying furniture. The research was carried out by a questionnaire survey in four sales centers. The collected data were analyzed statistically using χ2 - test. The results showed that customers were satisfied with the location, range of products and with information about products received by the staff in sales centers. They were somewhat less satisfied with the treatment of sales center staff and appearance of sales centers. They expressed the least satisfaction with the price and payment conditions.

Keywords

furniture; shops; customer satisfaction; χ2 - test

Hrčak ID:

62480

URI

https://hrcak.srce.hr/62480

Publication date:

21.12.2010.

Article data in other languages: croatian

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