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CUSTOMER SATISFACTION MEASUREMENT IN NEWS STAND SETTINGS IN THE CITY OF RIJEKA
Sanja Raspor
orcid.org/0000-0001-9365-9231
; Veleučilište u Rijeci, Vukovarska 58, Rijeka, Hrvatska
Claudia Žunić
; Jadran Impex Grupa, J Trinajstići 57, Kastav, Hrvatska
Eda Ribarić Aidone
orcid.org/0000-0003-1209-9557
; Veleučilište u Rijeci, Vukovarska 58, Rijeka, Hrvatska
Sažetak
The main purpose of this paper was to assess customer satisfaction with news stand services in the city of Rijeka. The primary data was collected using self-administered questionnaire. The questionnaire used was designed based on the studies conducted by Radman et al. (2002), Sinčić Ćorić, Vorkapić (2008) and Perić et al. (2010) and was adapted to meet the specific features of the present study. It consisted of two parts. In the first part customer satisfaction with news stand services was measured. The second part consisted of respondents’ demographic
characteristics and buying habits at news stands. A total of 105 valid questionnaires were collected. The descriptive analysis, t-test and analysis of variance were performed to analyze the data. The findings showed that respondents were most satisfied with the promptness of the service and with the staff’s neatness. On the other hand, they were least satisfied with the products’ price and facilities’ appearance. In addition, there were no statistically significant differences in the customer satisfaction scores regarding respondents’ gender, age and buying habits. However, the employed respondents were significantly more satisfied with the facilities’ appearance than the retired ones. The results of the present study may contribute to the existing knowledge of
customer satisfaction in retail settings.
Ključne riječi
customer satisfaction; measurement; demographic variables; news stand; statistical analysis
Hrčak ID:
103425
URI
Datum izdavanja:
21.5.2013.
Posjeta: 4.383 *