Detailed Information on Publication Record
2019
Customer Satisfaction and Enterprise Performance: A Study from the Electronics and Communication Equipment Retail Industry in the Czech Republic
SUCHÁNEK, Petr and Ludvík EGERBasic information
Original name
Customer Satisfaction and Enterprise Performance: A Study from the Electronics and Communication Equipment Retail Industry in the Czech Republic
Authors
SUCHÁNEK, Petr (203 Czech Republic, guarantor, belonging to the institution) and Ludvík EGER (203 Czech Republic)
Edition
Quality – Access to Success, Bucharest (Romania), 2019, 1582-2559
Other information
Language
English
Type of outcome
Článek v odborném periodiku
Field of Study
50204 Business and management
Country of publisher
Romania
Confidentiality degree
není předmětem státního či obchodního tajemství
References:
RIV identification code
RIV/00216224:14560/19:00110226
Organization unit
Faculty of Economics and Administration
UT WoS
000486093100005
Keywords in English
customer satisfaction; Czech Republic; enterprise performance; electronics and communication equipment; retail
Tags
International impact, Reviewed
Změněno: 11/5/2020 13:07, Mgr. Pavel Sedláček
Abstract
V originále
The aim of this paper is to identify whether customer satisfaction measured by means of mystery shopping in selected retail companies in the electronics and communication equipment industry and their loyalty expressed by the NPS score correlate with the performance of the selected enterprises. The study contains research into communication with customers at the point of sale and customer satisfaction, with a focus on the five most significant representatives of this industry. The performance of companies is evaluated through the ROA, ROE and ATO indicators based on data available in the Magnusweb database. The study shows that customers satisfied during the sale of products also express their loyalty, which was measured by the NPS score. The said research conducted in the Czech Republic failed to prove the correlation between customer satisfaction and loyalty on the one hand and the selected enterprise performance indicators on the other. The same conclusion has also appeared in several research studies conducted abroad.