Transition economy and market factors: the influence of advertising on customer satisfaction in Serbia

Abstract

© 2019, © 2019 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group. Transition economies often face various issues in their socio-economic structures. Several studies analysed the differences and similarities between traditional capitalist economies and transition economies. In this research, advertising and customer satisfaction, two crucial market-driving factors, are measured in the emerging economy of Serbia. Additionally, perceived quality, brand credibility and brand relationship quality are included in the study as mediating factors. Four hundred thirty-two (432) customers and consumers participated in the survey. The findings indicate that advertising has a strong positive correlation with customer satisfaction. This provides support and invites future research in the domain of emerging economies when it comes to key market factors such as advertising and customers’ post-purchase experiences.