2016
Customer satisfaction and underperformance in the food industry
SUCHÁNEK, Petr a Maria KRÁLOVÁZákladní údaje
Originální název
Customer satisfaction and underperformance in the food industry
Autoři
SUCHÁNEK, Petr (203 Česká republika, garant, domácí) a Maria KRÁLOVÁ (203 Česká republika, domácí)
Vydání
1. vyd. Sofia, 3nd International Multidisciplinary Scientific Conference on Social Sciences & Arts SGEM 2016, od s. 829-837, 9 s. 2016
Nakladatel
SGEM international multidisciplinary scientific conference on social sciences and arts
Další údaje
Jazyk
angličtina
Typ výsledku
Stať ve sborníku
Obor
50600 5.6 Political science
Stát vydavatele
Bulharsko
Utajení
není předmětem státního či obchodního tajemství
Forma vydání
tištěná verze "print"
Kód RIV
RIV/00216224:14560/16:00088104
Organizační jednotka
Ekonomicko-správní fakulta
ISBN
978-619-7105-74-2
ISSN
UT WoS
000395727000104
Klíčová slova anglicky
Eva ratio; customer satisfaction; business performance; food industry
Příznaky
Mezinárodní význam, Recenzováno
Změněno: 27. 4. 2017 15:10, Mgr. Kateřina Oleksíková, Ph.D.
Anotace
V originále
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.
Návaznosti
GA16-16260S, projekt VaV |
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