RESEARCHING OF CONSUMER SATISFACTION WITH SERVICES OF DELHAIZE GROUP IN SERBIA
Journal Title: EMC Review: Časopis za ekonomiju i tržišne komunikacije - Year 2015, Vol 5, Issue 2
Abstract
Delhaize Group is one of the leading foreign investors in Serbia according to amount of invested funds, and judging by revenue earned in the Serbian market this company is the leader among local market participants within the retail sale of food and other products. Creating an attractive investment ambient in Serbia, in recent years there has been an increase in foreign direct investment which, among other things, infl uenced the creation of new jobs, primarily in manufacturing, followed by trade activity. In addition to the appreciation of the Law on Foreign Investment and the Law on Trade, foreign investors in Serbia within retail trade in particular have to respect the Law on Consumer Protection and take account of its obligations and duties. Avoiding all forms of unfair business practices, respect of defi ned rights of consumers, protecting their interests and ensuring maximum satisfaction are the priorities for retailers. Th e research problem relating to the attractiveness of Serbia as an investment destination, rights and obligations of foreign investors as stakeholders in the retail trade as well as consumer satisfaction in the area. Th e subject of research is the determination of the degree of consumer satisfaction with the services off ered by Delhaize Group. Th e overalobjective of the research relates to the identifi cation of the most important groups of factors that aff ect customer satisfaction, while the specifi c objective of the research implies that within the framework of the results determined by the intensity of the impact of each factor in order to identify which factors exert the strongest or the weakest infl uence on mentioned research subject. .. In the research process descriptive method was applied to describe as closely as possible the existing facts as they really are, and show the actual state of consumer satisfaction with the service provided by the Delhaize Group. In the process of collecting emprical data, the research participants i.e. consumers who make purchases at shops of Delhaize Group, have told about their own satisfacion by fi lling out the questionnaire.
Authors and Affiliations
Zorka Grandov, Biljana Stankov, Maja Đokić
Keywords
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