Detailed Information on Publication Record
2015
Effect of Customer Satisfaction on Company Performance
SUCHÁNEK, Petr and Maria KRÁLOVÁBasic information
Original name
Effect of Customer Satisfaction on Company Performance
Authors
SUCHÁNEK, Petr (203 Czech Republic, guarantor, belonging to the institution) and Maria KRÁLOVÁ (203 Czech Republic, belonging to the institution)
Edition
Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Brno, 2015, 1211-8516
Other information
Language
English
Type of outcome
Článek v odborném periodiku
Field of Study
50600 5.6 Political science
Country of publisher
Czech Republic
Confidentiality degree
není předmětem státního či obchodního tajemství
References:
RIV identification code
RIV/00216224:14560/15:00083268
Organization unit
Faculty of Economics and Administration
Keywords in English
customer satisfaction; product quality; company performance
Tags
International impact, Reviewed
Změněno: 27/1/2016 23:05, doc. Ing. Bc. Petr Suchánek, Ph.D.
Abstract
V originále
The subject of this article is customer satisfaction and its impact on company performance through satisfaction with its products, including a comparison with the competition. Research was conducted in search of factors which aff ect customer satisfaction on the one hand and the performance of the company on the other hand. We constructed a model explaining what specifi c factors (aff ecting customer satisfaction) have an impact on the performance of a company. This model can help management to better run the business and achieve higher performance. The article is based on research that focused on companies in the food industry in Czech Republic and on their customers. First, we found the fi nancial performance of surveyed companies (based on indicators ROA, ROE and assets turnover) and on this basis they have been divided on companies effi cient and ineffi cient. Furthermore factors were identifi ed (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, logistic regression and discriminant analysis was analyzed, what factors aff ecting customer satisfaction also aff ect business performance.
Links
| MUNI/A/1209/2014, interní kód MU |
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