The Pattern of Multiple Regression Analysis for Determining the Consumer’s Level of Satisfaction

Nowadays each individual assumes that the main goal of a firm is to make products and offer services that provide a high level of satisfaction to the consumer. The consumers are not indifferent anymore; their expectations regarding the quality and the comfort level have increased while they don’t accept medium quality products so credulous. Therefore is safe to affirm that the pivotal role of a business is the client, which can be defined through a complex net of demands, requirements and expectations. Observing as a starting point the problems confronting each consumer, we are proposing a research which aims to determine what is the satisfaction level and trust of the consumers from Iasi in the governmental bodies, when they have to file complaints to NACP (National Authority for Consumers Protection). These bodies have as their main function the protection of consumer’s rights and interests. This study followed two main directions in order to determine the problems that the consumers from Iasi are confronted with, when they purchase alimentary and non-alimentary products that is not according with the quality standard. In the same time we evaluated the effectiveness displayed by NAPC in solving the problems signaled by the consumers. The tool used was the questionnaire applied to a sample of 234 subjects. With the help of the results we determined the pattern of multiple regression analysis, going through a series of stages from the selection of the variables to the testing of the research hypothesis. The multiple regression method is known as a statistical procedure, which indicates the way that a dependent variable has influence upon independent variables, in a linear relationship; the usefulness of the method can be justified by the fact that is a part of the quantitative methods based on causal explanation of cause-effect relation