Detailed Information on Publication Record
2018
Customer satisfaction and different evaluation of it by companies
SUCHÁNEK, Petr and Maria KRÁLOVÁBasic information
Original name
Customer satisfaction and different evaluation of it by companies
Authors
SUCHÁNEK, Petr (203 Czech Republic, guarantor, belonging to the institution) and Maria KRÁLOVÁ (203 Czech Republic, belonging to the institution)
Edition
Economic Research-Ekonomska Istraživanja, Taylor & Francis, 2018, 1331-677X
Other information
Language
English
Type of outcome
Článek v odborném periodiku
Field of Study
50204 Business and management
Country of publisher
Croatia
Confidentiality degree
není předmětem státního či obchodního tajemství
References:
Impact factor
Impact factor: 1.381
RIV identification code
RIV/00216224:14560/18:00103123
Organization unit
Faculty of Economics and Administration
UT WoS
000436392400004
Keywords in English
self-evaluation of enterprises; customer satisfaction; product quality; company performance; financial ratios; customisation
Tags
International impact, Reviewed
Změněno: 4/4/2019 09:35, Mgr. Daniela Marcollová
Abstract
V originále
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.
Links
| MUNI/A/0799/2013, interní kód MU |
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