The influence of customer satisfaction and quality perception on financial performance of a company
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F14%3A00076341" target="_blank" >RIV/00216224:14560/14:00076341 - isvavai.cz</a>
Result on the web
<a href="http://dx.doi.org/10.5593/sgemsocial2014B22" target="_blank" >http://dx.doi.org/10.5593/sgemsocial2014B22</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.5593/sgemsocial2014B22" target="_blank" >10.5593/sgemsocial2014B22</a>
Alternative languages
Result language
angličtina
Original language name
The influence of customer satisfaction and quality perception on financial performance of a company
Original language description
Topic of this paper is to analyze the impact of customer's satisfaction and further related factors on financial performance of a company. The aim of this article is to identify the factors that affect customer satisfaction and customer?s perception of the quality and have subsequent effect on a financial performance. The article is based on research that focused on companies in the food industry. First, we found the financial performance of surveyed companies (based on indicators ROA, ROE and assets turnover) and on this basis they have been divided on companies efficient and inefficient. Furthermore factors were identified (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 it was analyzed, what factors affecting customer satisfaction also affect business performance.
Czech name
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Czech description
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Classification
Type
D - Article in proceedings
CEP classification
AE - Management, administration and clerical work
OECD FORD branch
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Result continuities
Project
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Continuities
S - Specificky vyzkum na vysokych skolach
Others
Publication year
2014
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Article name in the collection
SGEM conference on political sciences, law, finance, economics & tourism
ISBN
9786197105261
ISSN
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e-ISSN
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Number of pages
8
Pages from-to
777-784
Publisher name
International multidisciplinary scientific conferences on social sciences & arts
Place of publication
Sofia, Bulgaria
Event location
Albena, Bulgaria
Event date
Sep 1, 2014
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
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