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@article{1422268,
author = {Suchánek, Petr and Králová, Maria},
article_number = {1},
doi = {http://dx.doi.org/10.1080/1331677X.2018.1484786},
keywords = {self-evaluation of enterprises; customer satisfaction; product quality; company performance; financial ratios; customisation},
language = {eng},
issn = {1331-677X},
journal = {Economic Research-Ekonomska Istraživanja},
title = {Customer satisfaction and different evaluation of it by companies},
url = {https://www.tandfonline.com/doi/full/10.1080/1331677X.2018.1484786},
volume = {31},
year = {2018}
}
TY - JOUR
ID - 1422268
AU - Suchánek, Petr - Králová, Maria
PY - 2018
TI - Customer satisfaction and different evaluation of it by companies
JF - Economic Research-Ekonomska Istraživanja
VL - 31
IS - 1
SP - 1330-1350
EP - 1330-1350
PB - Taylor & Francis
SN - 1331677X
KW - self-evaluation of enterprises
KW - customer satisfaction
KW - product quality
KW - company performance
KW - financial ratios
KW - customisation
UR - https://www.tandfonline.com/doi/full/10.1080/1331677X.2018.1484786
L2 - https://www.tandfonline.com/doi/full/10.1080/1331677X.2018.1484786
N2 - The aim of this article is to evaluate customer satisfaction from the perspective of companies in comparison with the perspective of the customers themselves. From the perspective of the company it is necessary to know customer satisfaction, as it is reflected in the company’s performance. The research shows that there are significant differences in the evaluation of customer satisfaction from the perspective of companies and from the perspective of their customers, and that these differences are also reflected in the differences in the performance of the companies. The self-evaluation of companies tends to be overestimated in relation to the evaluation of companies by their customers, regardless of whether the companies are high-performing or low-performing. Customers are better able to distinguish the high-performing companies from the low-performing ones, since the high-performing companies received better evaluation from customers. In contrast, in the self-evaluation of companies, there were no statistically significant differences between the high-performing and low-performing companies. Companies evaluate customer satisfaction incorrectly regardless of their level of performance. Even if the evaluation of customer satisfaction from the company’s perspective is generally overestimated in comparison with the view of customers, some factors of satisfaction are, at least concerning the trends, in agreement with both perspectives, that is, those of the customers and the companies.
ER -
SUCHÁNEK, Petr and Maria KRÁLOVÁ. Customer satisfaction and different evaluation of it by companies. \textit{Economic Research-Ekonomska Istraživanja}. Taylor \&{} Francis, 2018, vol.~31, No~1, p.~1330-1350. ISSN~1331-677X. Available from: https://dx.doi.org/10.1080/1331677X.2018.1484786.
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