Effect of Customer Satisfaction on Company Performance

J 2015

Effect of Customer Satisfaction on Company Performance

SUCHÁNEK, Petr a Maria KRÁLOVÁ

Základní údaje

Originální název

Effect of Customer Satisfaction on Company Performance

Autoři

SUCHÁNEK, Petr (203 Česká republika, garant, domácí) a Maria KRÁLOVÁ (203 Česká republika, domácí)

Vydání

Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Brno, 2015, 1211-8516

Další údaje

Jazyk

angličtina

Typ výsledku

Článek v odborném periodiku

Obor

50600 5.6 Political science

Stát vydavatele

Česká republika

Utajení

není předmětem státního či obchodního tajemství

Odkazy

URL

Kód RIV

RIV/00216224:14560/15:00083268

Organizační jednotka

Ekonomicko-správní fakulta

DOI

http://dx.doi.org/10.11118/actaun201563031013

Klíčová slova anglicky

customer satisfaction; product quality; company performance

Příznaky

Mezinárodní význam, Recenzováno

Změněno: 27. 1. 2016 23:05, doc. Ing. Bc. Petr Suchánek, Ph.D.

Anotace

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.

Návaznosti

MUNI/A/1209/2014, interní kód MU

Název: Spokojenost zákazníka a výkonnost podniku

Investor: Masarykova univerzita, Spokojenost zákazníka a výkonnost podniku, DO R. 2020_Kategorie A - Specifický výzkum - Studentské výzkumné projekty

Citovat

SUCHÁNEK, Petr a Maria KRÁLOVÁ. Effect of Customer Satisfaction on Company Performance. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis. Brno, 2015, roč. 63, č. 3, s. 1013-1021. ISSN 1211-8516. Dostupné z: https://dx.doi.org/10.11118/actaun201563031013.

@article{1305062,
   author = {Suchánek, Petr and Králová, Maria},
   article_location = {Brno},
   article_number = {3},
   doi = {http://dx.doi.org/10.11118/actaun201563031013},
   keywords = {customer satisfaction; product quality; company performance},
   language = {eng},
   issn = {1211-8516},
   journal = {Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis},
   title = {Effect of Customer Satisfaction on Company Performance},
   url = {http://acta.mendelu.cz/63/3/1013/},
   volume = {63},
   year = {2015}
}

TY  - JOUR
ID  - 1305062
AU  - Suchánek, Petr - Králová, Maria
PY  - 2015
TI  - Effect of Customer Satisfaction on Company Performance
JF  - Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
VL  - 63
IS  - 3
SP  - 1013-1021
EP  - 1013-1021
SN  - 12118516
KW  - customer satisfaction
KW  - product quality
KW  - company performance
UR  - http://acta.mendelu.cz/63/3/1013/
N2  - 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.
ER  -

SUCHÁNEK, Petr a Maria KRÁLOVÁ. Effect of Customer Satisfaction on Company Performance. \textit{Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis}. Brno, 2015, roč.~63, č.~3, s.~1013-1021. ISSN~1211-8516. Dostupné z: https://dx.doi.org/10.11118/actaun201563031013.

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