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The Impact of Food Safety Management System ISO 22000 on Customer Satisfaction and Loyalty, Case Study of Coca-Cola Company in Algeria

Author

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  • Mekimah Sabri
  • Sayad Nawel

    (University of 20 Août 1955, Skikda, Algeria)

Abstract

The present paper aims at determining the impact of Food System Management ISO 22000 on Coca-Cola customer’s loyalty in Algeria through satisfaction as an intermediate variable. Based on a descriptive, analytical approach and a case study method, an electronic questionnaire was used as the main tool for data collection. It was distributed to a random sample of 385 customers at Coca Cola Company in Algeria. In addition, SPSS and AMOS programs were used to analyse the data and test the research hypotheses. The paper reached significant conclusions that the level evaluation of ISO 22000, in customers’ point of view, varied between a weak rate of green and safe products, while innovative and quality products were highly rated. The result also demonstrated a weak indirect effect between food safety management system and customer loyalty through satisfaction expressed by a correlation coefficient, which was estimated at 0.23. The direct effect was greater with a correlation coefficient of 0.56. In fact, the output of food safety management system leads directly to the saturation of customer satisfaction and also to loyalty.

Suggested Citation

  • Mekimah Sabri & Sayad Nawel, 2020. "The Impact of Food Safety Management System ISO 22000 on Customer Satisfaction and Loyalty, Case Study of Coca-Cola Company in Algeria," Economics and Business, Sciendo, vol. 34(1), pages 246-260, February.
    • Handle: RePEc:vrs:ecobus:v:34:y:2020:i:1:p:246-260:n:10
    DOI: 10.2478/eb-2020-0016
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    More about this item

    Keywords

    Coca-Cola Company; Customer loyalty; Customer satisfaction; Food Safety Management System (ISO 22000);
    All these keywords.

    JEL classification:

    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • Q57 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - Environmental Economics - - - Ecological Economics

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