Effect of Customer Satisfaction on Company Performance

Varování

Publikace nespadá pod Pedagogickou fakultu, ale pod Ekonomicko-správní fakultu. Oficiální stránka publikace je na webu muni.cz.

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SUCHÁNEK Petr KRÁLOVÁ Maria

Rok publikování 2015
Druh Článek v odborném periodiku
Časopis / Zdroj Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
Fakulta / Pracoviště MU

Ekonomicko-správní fakulta

Citace
www http://acta.mendelu.cz/63/3/1013/
Doi http://dx.doi.org/10.11118/actaun201563031013
Obor Řízení, správa a administrativa
Klíčová slova customer satisfaction; product quality; company performance
Popis The subject of this article is customer satisfaction and its impact on company performance through satisfaction with its products, including a comparison with the competition. Research was conducted in search of factors which aff ect customer satisfaction on the one hand and the performance of the company on the other hand. We constructed a model explaining what specifi c factors (aff ecting customer satisfaction) have an impact on the performance of a company. This model can help management to better run the business and achieve higher performance. The article is based on research that focused on companies in the food industry in Czech Republic and on their customers. First, we found the fi nancial performance of surveyed companies (based on indicators ROA, ROE and assets turnover) and on this basis they have been divided on companies effi cient and ineffi cient. Furthermore factors were identifi ed (based on previous research of authors) that have an impact on customer satisfaction (among these factors include product quality, customer requirements for product, comparison with competitive products, etc.). With the use of non-parametric statistical methods, logistic regression and discriminant analysis was analyzed, what factors aff ecting customer satisfaction also aff ect business performance.
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