Consumer complaints associated with food quality
Samo za registrovane korisnike
2022
Članak u časopisu (Objavljena verzija)
Metapodaci
Prikaz svih podataka o dokumentuApstrakt
Consumers in many countries express increased expectations associated with food quality. When their satisfaction is not achieved, they may raise a complaint. The main aim of this study was to analyze the overall perception of food quality and complaints associated with poor food quality. In parallel, this study categorized food quality and complaint attributes based on a Kano model. Finally, this research also examined food properties that are key contributors to consumer complaints as well as complaint resolution actions in handling complaints. To perform this research, a field survey was conducted with 844 interviewees from the Republic of Serbia. Food products perceived to be of the highest quality were spices, cereals, and confectioneries, opposed to meat and ready-to-eat meals scoring lowest. Food odor is recognized as a perfect dissatisfaction attribute (associated with food spoilage). A cluster analysis revealed two clusters dependent on age and education of the respondents. The... ‘demanding consumers’ are not satisfied with taste, odor, color, and physical appearance of purchased food, opposed to the ‘tolerant consumers’ with no quality issues. The majority of respondents expects some compensation in case of complaints associated with poor quality but didn’t raise any oral or written complaints lately. In case of complaints, a perfect resolution action is product replacement. This survey revealed that taste and odor are highly ranked reasons for complaints, that the younger population is more tolerant to low quality and that the type of food is in correlation with complaints and perception of food quality. © 2022, Bundesamt für Verbraucherschutz und Lebensmittelsicherheit (BVL).
Ključne reči:
Consumer complaint attributes / Consumer dissatisfaction / Food quality attributes / Kano model / Penalty-reward contrast analysisIzvor:
Journal fur Verbraucherschutz und Lebensmittelsicherheit, 2022Institucija/grupa
Poljoprivredni fakultetTY - JOUR AU - Djekic, Ilija AU - Dimitrijevic, Bojan AU - Smigic, Nada PY - 2022 UR - http://aspace.agrif.bg.ac.rs/handle/123456789/6246 AB - Consumers in many countries express increased expectations associated with food quality. When their satisfaction is not achieved, they may raise a complaint. The main aim of this study was to analyze the overall perception of food quality and complaints associated with poor food quality. In parallel, this study categorized food quality and complaint attributes based on a Kano model. Finally, this research also examined food properties that are key contributors to consumer complaints as well as complaint resolution actions in handling complaints. To perform this research, a field survey was conducted with 844 interviewees from the Republic of Serbia. Food products perceived to be of the highest quality were spices, cereals, and confectioneries, opposed to meat and ready-to-eat meals scoring lowest. Food odor is recognized as a perfect dissatisfaction attribute (associated with food spoilage). A cluster analysis revealed two clusters dependent on age and education of the respondents. The ‘demanding consumers’ are not satisfied with taste, odor, color, and physical appearance of purchased food, opposed to the ‘tolerant consumers’ with no quality issues. The majority of respondents expects some compensation in case of complaints associated with poor quality but didn’t raise any oral or written complaints lately. In case of complaints, a perfect resolution action is product replacement. This survey revealed that taste and odor are highly ranked reasons for complaints, that the younger population is more tolerant to low quality and that the type of food is in correlation with complaints and perception of food quality. © 2022, Bundesamt für Verbraucherschutz und Lebensmittelsicherheit (BVL). T2 - Journal fur Verbraucherschutz und Lebensmittelsicherheit T2 - Journal fur Verbraucherschutz und Lebensmittelsicherheit T1 - Consumer complaints associated with food quality DO - 10.1007/s00003-022-01402-z ER -
@article{ author = "Djekic, Ilija and Dimitrijevic, Bojan and Smigic, Nada", year = "2022", abstract = "Consumers in many countries express increased expectations associated with food quality. When their satisfaction is not achieved, they may raise a complaint. The main aim of this study was to analyze the overall perception of food quality and complaints associated with poor food quality. In parallel, this study categorized food quality and complaint attributes based on a Kano model. Finally, this research also examined food properties that are key contributors to consumer complaints as well as complaint resolution actions in handling complaints. To perform this research, a field survey was conducted with 844 interviewees from the Republic of Serbia. Food products perceived to be of the highest quality were spices, cereals, and confectioneries, opposed to meat and ready-to-eat meals scoring lowest. Food odor is recognized as a perfect dissatisfaction attribute (associated with food spoilage). A cluster analysis revealed two clusters dependent on age and education of the respondents. The ‘demanding consumers’ are not satisfied with taste, odor, color, and physical appearance of purchased food, opposed to the ‘tolerant consumers’ with no quality issues. The majority of respondents expects some compensation in case of complaints associated with poor quality but didn’t raise any oral or written complaints lately. In case of complaints, a perfect resolution action is product replacement. This survey revealed that taste and odor are highly ranked reasons for complaints, that the younger population is more tolerant to low quality and that the type of food is in correlation with complaints and perception of food quality. © 2022, Bundesamt für Verbraucherschutz und Lebensmittelsicherheit (BVL).", journal = "Journal fur Verbraucherschutz und Lebensmittelsicherheit, Journal fur Verbraucherschutz und Lebensmittelsicherheit", title = "Consumer complaints associated with food quality", doi = "10.1007/s00003-022-01402-z" }
Djekic, I., Dimitrijevic, B.,& Smigic, N.. (2022). Consumer complaints associated with food quality. in Journal fur Verbraucherschutz und Lebensmittelsicherheit. https://doi.org/10.1007/s00003-022-01402-z
Djekic I, Dimitrijevic B, Smigic N. Consumer complaints associated with food quality. in Journal fur Verbraucherschutz und Lebensmittelsicherheit. 2022;. doi:10.1007/s00003-022-01402-z .
Djekic, Ilija, Dimitrijevic, Bojan, Smigic, Nada, "Consumer complaints associated with food quality" in Journal fur Verbraucherschutz und Lebensmittelsicherheit (2022), https://doi.org/10.1007/s00003-022-01402-z . .