Measuring Customer Satisfaction Using Multicriteria Analysis Methods: The Case of THESgala Cooperative Milk Vending Machines
Authors: Ntanos, Stamatios 
Drosos, Dimitrios 
Kyriakopoulos, Grigorios 
Issue Date: 1-Jan-2022
Conference: 10th International Conference on Information and Communication Technologies in Agriculture, Food and Environment (HAICTA 2022), 22-25 September 2022, Athens, Greece 
Journal: Proceedings of the 10th International Conference on Information and Communication Technologies in Agriculture, Food and Environment (HAICTA 2022) 
Keywords: Agricultural cooperatives, Customer satisfaction, Multi-criteria analysis
Abstract: 
Agri-food has proven a predominant sector that supports the Greek economy over time. According to the annual financial reports of Bank of Greece the agri-food sector in Greece represents 3% of GDP, compared to an average of 1.5% of EU GDP. The purpose of this research study is to examine customers' satisfaction with the products produced and offered by THESgala in Greece in relation to various factors, such as products, stores, human resources, customer service and prices. A specially developed questionnaire was conducted and circulated from February to May 2020, thus, 500 questionnaires were collected. The research outcomes of customers' satisfaction were analyzed with the Multicriteria Satisfaction Analysis (MUSA) method. MUSA is considered as an aggregation-disaggregation approach developed on the qualitative analysis regression. The results given by MUSA method showed that customers seem to be totally satisfied (90.84%) from the quality of the products that were offered by agricultural cooperative.
ISSN: 1613-0073
URI: https://uniwacris.uniwa.gr/handle/3000/1848
Type: Conference Paper
Department: Department of Business Administration 
School: School of Administrative, Economics and Social Sciences 
Affiliation: University of West Attica (UNIWA) 
Appears in Collections:Articles / Άρθρα

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