KLAPALOVÁ, Alena and Petr SUCHÁNEK. Business performance and its relationship to customer satisfaction and enterprise quality management. Online. In Ing. Petr Mikuš, Ph.D., Ing. Martin Cenek. Proceedings of the International Scientific Conference of Business Economics, Management and Marketing 2018. Brno: Masaryk University, 2018, p. 130-138. ISBN 978-80-210-9164-1.
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Basic information
Original name Business performance and its relationship to customer satisfaction and enterprise quality management
Authors KLAPALOVÁ, Alena (203 Czech Republic, guarantor, belonging to the institution) and Petr SUCHÁNEK (203 Czech Republic, belonging to the institution).
Edition Brno, Proceedings of the International Scientific Conference of Business Economics, Management and Marketing 2018, p. 130-138, 9 pp. 2018.
Publisher Masaryk University
Other information
Original language English
Type of outcome Proceedings paper
Field of Study 50204 Business and management
Country of publisher Czech Republic
Confidentiality degree is not subject to a state or trade secret
Publication form electronic version available online
WWW URL
RIV identification code RIV/00216224:14560/18:00107291
Organization unit Faculty of Economics and Administration
ISBN 978-80-210-9164-1
UT WoS 000495441500017
Keywords in English financial and nonfinancial performance; quality management; customer satisfaction; product returns
Tags International impact, Reviewed
Changed by Changed by: Mgr. Daniela Marcollová, učo 111148. Changed: 27/4/2020 09:16.
Abstract
Paper presents results of the preliminary analysis of the data from survey aimed at finding if low-financially performing enterprises manage non-financial performance and quality of products differently in comparison to high-financially performing enterprises in the context or product returns management. Several variables were involved to question various aspects of non-financial performance and quality management. Financial performance was evaluated indirectly through the combined score of the four variables (sales, revenue growth, costs and profit) measuring financial situation of enterprises in the last year and compared with the competition rated by the respondents. Only 92 questionnaires were used for the analysis, for this reason the findings cannot be generalized. Median of financial performance was used to divide enterprises into two independent samples. Mann Whitney U test was applied to identify differences between two groups of enterprises. Results show that all non-financial performance indicators stand behind the difference between low and high financially performing enterprises together with existence of the formalquality policy, Total Quality Management philosophy implementation, customer satisfaction being priority, use of more methods and tools for customer satisfaction tracking, continuous monitoring of customer satisfaction and product improvements and innovations based on the information form dissatisfied customer represent the specific features of quality management for the purpose to minimize product returns and leading to better financial performance.
Links
GA16-16260S, research and development projectName: Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování
Investor: Czech Science Foundation
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