The Influence of Customer Satisfaction on Corporate Performance

D 2015

The Influence of Customer Satisfaction on Corporate Performance

SUCHÁNEK, Petr a Maria KRÁLOVÁ

Základní údaje

Originální název

The Influence of Customer Satisfaction on Corporate Performance

Autoři

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

Vydání

1. vyd. Reading, Proceedings of the 11th European Conference on Management Leadership and Governance, od s. 454-461, 8 s. 2015

Nakladatel

Academic Conferences and Publishing International Limited

Další údaje

Jazyk

angličtina

Typ výsledku

Stať ve sborníku

Obor

50600 5.6 Political science

Stát vydavatele

Velká Británie a Severní Irsko

Utajení

není předmětem státního či obchodního tajemství

Forma vydání

tištěná verze "print"

Kód RIV

RIV/00216224:14560/15:00089173

Organizační jednotka

Ekonomicko-správní fakulta

ISBN

978-1-910810-77-4

ISSN

UT WoS

000380511600056

Klíčová slova anglicky

corporate performance; financial analysis; quality management; product quality; customer satisfaction

Příznaky

Mezinárodní význam, Recenzováno

Změněno: 27. 4. 2017 14:26, Mgr. Kateřina Oleksíková, Ph.D.

Anotace

V originále

The subject of this article is research into the influence of customer satisfaction on corporate performance. The research is based on the proposition that customer satisfaction affects corporate performance. However, the question arises as to what (which factors) produces customer satisfaction, and in particular, which satisfaction factors have a significant influence on corporate performance. This research was conducted on the basis of two associated samples; on a sample of 182 food-industry companies and a sample of 4,255 customers of these companies. Financial performance is evaluated on the basis of the financial ratio ATO derived from accounting data. Customer satisfaction is evaluated using several satisfaction factors divided into four categories related to intrinsic customer satisfaction, product quality perception, the competitiveness of the company and the characteristics of customer purchasing behaviour, which were represented by 31 quality-related factors in total. It was demonstrated that nine of them have a significant effect on ATO ratio. However, an interpretation of their effect on ATO was not straightforward and, in the case of some factors, was surprising. This was seen with product price in terms of its quality, product tradition compared to competitors, product flexibility compared to competitors and payment terms, which all affected the financial performance in a way which was contrary to what had been expected. On the other hand, frequency of purchase, willingness to pay the set price, product quality compared to competitors, price compared to competitors and product availability compared to competitors, all affected the ATO in the expected way. The research confirmed that customer satisfaction was reflected in the interest in the product, which led to an increased interest in the product, which was reflected in the income from the product. Income directly affected the company’s efficiency and the assets turnover indicator which measures.

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. The Influence of Customer Satisfaction on Corporate Performance. In Lieutenant-Colonel José Carlos Dias Rouco. Proceedings of the 11th European Conference on Management Leadership and Governance. 1. vyd. Reading: Academic Conferences and Publishing International Limited, 2015, s. 454-461. ISBN 978-1-910810-77-4.

@inproceedings{1317665,
   author = {Suchánek, Petr and Králová, Maria},
   address = {Reading},
   booktitle = {Proceedings of the 11th European Conference on Management Leadership and Governance},
   edition = {1},
   editor = {Lieutenant-Colonel José Carlos Dias Rouco},
   keywords = {corporate performance; financial analysis; quality management; product quality; customer satisfaction},
   howpublished = {tištěná verze "print"},
   language = {eng},
   location = {Reading},
   isbn = {978-1-910810-77-4},
   pages = {454-461},
   publisher = {Academic Conferences and Publishing International Limited},
   title = {The Influence of Customer Satisfaction on Corporate Performance},
   year = {2015}
}

TY  - JOUR
ID  - 1317665
AU  - Suchánek, Petr - Králová, Maria
PY  - 2015
TI  - The Influence of Customer Satisfaction on Corporate Performance
PB  - Academic Conferences and Publishing International Limited
CY  - Reading
SN  - 9781910810774
KW  - corporate performance
KW  - financial analysis
KW  - quality management
KW  - product quality
KW  - customer satisfaction
N2  - The subject of this article is research into the influence of customer satisfaction on corporate performance. The research is based on the proposition that customer satisfaction affects corporate performance. However, the question arises as to what (which factors) produces customer satisfaction, and in particular, which satisfaction factors have a significant influence on corporate performance. This research was conducted on the basis of two associated samples; on a sample of 182 food-industry companies and a sample of 4,255 customers of these companies. Financial performance is evaluated on the basis of the financial ratio ATO derived from accounting data. Customer satisfaction is evaluated using several satisfaction factors divided into four categories related to intrinsic customer satisfaction, product quality perception, the competitiveness of the company and the characteristics of customer purchasing behaviour, which were represented by 31 quality-related factors in total. It was demonstrated that nine of them have a significant effect on ATO ratio. However, an interpretation of their effect on ATO was not straightforward and, in the case of some factors, was surprising. This was seen with product price in terms of its quality, product tradition compared to competitors, product flexibility compared to competitors and payment terms, which all affected the financial performance in a way which was contrary to what had been expected. On the other hand, frequency of purchase, willingness to pay the set price, product quality compared to competitors, price compared to competitors and product availability compared to competitors, all affected the ATO in the expected way. The research confirmed that customer satisfaction was reflected in the interest in the product, which led to an increased interest in the product, which was reflected in the income from the product. Income directly affected the company’s efficiency and the assets turnover indicator which measures.
ER  -

SUCHÁNEK, Petr a Maria KRÁLOVÁ. The Influence of Customer Satisfaction on Corporate Performance. In Lieutenant-Colonel José Carlos Dias Rouco. \textit{Proceedings of the 11th European Conference on Management Leadership and Governance}. 1. vyd. Reading: Academic Conferences and Publishing International Limited, 2015, s.~454-461. ISBN~978-1-910810-77-4.

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