Detailed Information on Publication Record
2020
Quality Management in the Context of Objective and Subjective Business Performance
SUCHÁNEK, Petr, Alena KLAPALOVÁ and Radoslav ŠKAPABasic information
Original name
Quality Management in the Context of Objective and Subjective Business Performance
Authors
Edition
1. vyd. Plzeň, 7 pp. 2020
Publisher
ZČU Plzeň
Other information
Language
English
Type of outcome
Stať ve sborníku
Field of Study
50204 Business and management
Country of publisher
Czech Republic
Confidentiality degree
není předmětem státního či obchodního tajemství
Publication form
printed version "print"
References:
Organization unit
Faculty of Economics and Administration
ISBN
978-80-261-0971-6
Keywords in English
objective business performance; subjective business performance; quality management; customer satisfaction
Tags
International impact, Reviewed
Změněno: 21/1/2021 17:38, doc. Ing. Bc. Petr Suchánek, Ph.D.
Abstract
V originále
This paper addresses quality management with a focus on consumer satisfaction measurement in the context of objective and subjective business performance across industrial sectors. The goal of this paper is to identify and analyse differences in quality management between higher and lower performing businesses. The research was conducted quantitatively using a questionnaire and closed scale questions throughout the year 2018. Respondents were managers of the investigated businesses, who (subjectively) evaluated the performance of their own business. Performance was also assessed objectively based on publicly available accounting data, using standard financial indicators. It was found that there are differences in quality management and customer satisfaction measurement between higher and lower performing businesses. It was also found that there are differences between subjective andobjective performance evaluation, leading to the conclusion that these evaluations are not equivalent.
Links
| GA16-16260S, research and development project |
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