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@inproceedings{1196712,
author = {Suchánek, Petr and Králová, Maria},
address = {Sofia, Bulgaria},
booktitle = {SGEM conference on political sciences, law, finance, economics & tourism},
doi = {http://dx.doi.org/10.5593/sgemsocial2014B22},
keywords = {customer satisfaction; product quality; financial performance},
howpublished = {tištěná verze "print"},
language = {eng},
location = {Sofia, Bulgaria},
isbn = {978-619-7105-26-1},
pages = {777-784},
publisher = {International multidisciplinary scientific conferences on social sciences & arts},
title = {The influence of customer satisfaction and quality perception on financial performance of a company},
year = {2014}
}
TY - JOUR
ID - 1196712
AU - Suchánek, Petr - Králová, Maria
PY - 2014
TI - The influence of customer satisfaction and quality perception on financial performance of a company
PB - International multidisciplinary scientific conferences on social sciences & arts
CY - Sofia, Bulgaria
SN - 9786197105261
KW - customer satisfaction
KW - product quality
KW - financial performance
N2 - Topic of this paper is to analyze the impact of customer's satisfaction and further related factors on financial performance of a company. The aim of this article is to identify the factors that affect customer satisfaction and customer’s perception of the quality and have subsequent effect on a financial performance. The article is based on research that focused on companies in the food industry. First, we found the financial performance of surveyed companies (based on indicators ROA, ROE and assets turnover) and on this basis they have been divided on companies efficient and inefficient. Furthermore factors were identified (based on previous research of authors) that have an impact on customer satisfaction (among these factors include product quality, customer requirements for product, comparison with competitive products, etc.). With the use of non-parametric statistical methods it was analyzed, what factors affecting customer satisfaction also affect business performance. While information about the company's performance was based on accounting data, information about customer satisfaction (according to individual examined factors), was came from the customers of surveyed companies.
ER -
SUCHÁNEK, Petr and Maria KRÁLOVÁ. The influence of customer satisfaction and quality perception on financial performance of a company. In \textit{SGEM conference on political sciences, law, finance, economics \&{} tourism}. Sofia, Bulgaria: International multidisciplinary scientific conferences on social sciences \&{} arts, 2014, p.~777-784. ISBN~978-619-7105-26-1. Available from: https://dx.doi.org/10.5593/sgemsocial2014B22.
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