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Dividend Policies and Business Groups: the Case of Croatia

Author

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  • Besim Beqaj Arta Krasniqi Valon Beqaj

    (University of Prishtina, Prishtina, Kosovo. University of Prishtina, Prishtina, Kosovo. Kent State University, USA.)

Abstract

This paper aims to analyse and examine consumer behaviour based on different variables (age, gender, level of education, income, customer care, delivery time), and the impact of those variables on consumer satisfaction on domestic and foreign online services in Kosovo. The data represented in the paper have been collected on 2017 and 2019. The majority of demographic variables (except gender and income) as independent variables have shown to be significant in explaining consumer satisfaction from online services. On the contrary, the level of customers’ gender and income have shown to be statistically insignificant (p=0.143 and p=0.264 respectively; where α=5%). In addition, income has shifted from being insignificant in 2017 to significant in 2019. It can be inferred that the strongest correlation has shifted towards the price level of the 4 P’s of Marketing with total customer satisfaction from online services (r=.996), followed by customer care (r=.990). JEL Classification: M11, M14, M30, L81

Suggested Citation

  • Besim Beqaj Arta Krasniqi Valon Beqaj, 2019. "Dividend Policies and Business Groups: the Case of Croatia," Zagreb International Review of Economics and Business, Faculty of Economics and Business, University of Zagreb, vol. 22(SCI2), pages 39-53, December.
    • Handle: RePEc:zag:zirebs:v:22:y:2019:i:sci2:p:39-53
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    More about this item

    Keywords

    the consumer; e-Commerce; customer satisfaction; marketing mix; costumer care;
    All these keywords.

    JEL classification:

    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management
    • M14 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Corporate Culture; Diversity; Social Responsibility
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce

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