SUCHÁNEK, Petr, Alena KLAPALOVÁ and Radoslav ŠKAPA. Quality Management in the Context of Objective and Subjective Business Performance. 1st ed. Plzeň: ZČU Plzeň, 2020, 7 pp. ISBN 978-80-261-0971-6.
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Basic information
Original name Quality Management in the Context of Objective and Subjective Business Performance
Authors SUCHÁNEK, Petr, Alena KLAPALOVÁ and Radoslav ŠKAPA.
Edition 1. vyd. Plzeň, 7 pp. 2020.
Publisher ZČU Plzeň
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 printed version "print"
WWW URL
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
Changed by Changed by: doc. Ing. Bc. Petr Suchánek, Ph.D., učo 1544. Changed: 21/1/2021 17:38.
Abstract
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 projectName: Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování
Investor: Czech Science Foundation
PrintDisplayed: 20/9/2024 17:09