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@inproceedings{1352652,
author = {Suchánek, Petr and Králová, Maria},
address = {Sofia},
booktitle = {3nd International Multidisciplinary Scientific Conference on Social Sciences & Arts SGEM 2016},
doi = {http://dx.doi.org/10.5593/sgemsocial2016B23},
edition = {1.},
keywords = {Eva ratio; customer satisfaction; business performance; food industry},
howpublished = {tištěná verze "print"},
language = {eng},
location = {Sofia},
isbn = {978-619-7105-74-2},
pages = {829-837},
publisher = {SGEM international multidisciplinary scientific conference on social sciences and arts},
title = {Customer satisfaction and underperformance in the food industry},
year = {2016}
}
TY - JOUR
ID - 1352652
AU - Suchánek, Petr - Králová, Maria
PY - 2016
TI - Customer satisfaction and underperformance in the food industry
PB - SGEM international multidisciplinary scientific conference on social sciences and arts
CY - Sofia
SN - 9786197105742
KW - Eva ratio
KW - customer satisfaction
KW - business performance
KW - food industry
N2 - The subject of this article is the relationship between customer satisfaction and business performance. The aim of the article is to determine the relationship between selected factors which form part of customer satisfaction and business performance as measured by the Economic Value Added (EVA) indicator. The research was carried out on a sample of food companies from the Czech Republic using the companies’ publicly available accounting data and questionnaires for customers of these companies. The EVA indicator was constructed through a modular method using the ROE indicator as EVA equity. Customer satisfaction was assessed using six factors: image, customer expectation, perceived product quality, perceived product value, the customer’s own general satisfaction and customer loyalty. Firstly, the companies were divided into performing (with positive EVA indicators – more precisely, spread and ROE) and underperforming (with a negative EVA indicator – spread and ROE). It was found that higher customer satisfaction in certain areas of satisfaction leads to lower business performance. The reason for this is the higher ratio of costs to returns with underperforming companies.
ER -
SUCHÁNEK, Petr a Maria KRÁLOVÁ. Customer satisfaction and underperformance in the food industry. In \textit{3nd International Multidisciplinary Scientific Conference on Social Sciences \&{} Arts SGEM 2016}. 1. vyd. Sofia: SGEM international multidisciplinary scientific conference on social sciences and arts, 2016, s.~829-837. ISBN~978-619-7105-74-2. Dostupné z: https://dx.doi.org/10.5593/sgemsocial2016B23.
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