The Influence of Customer Satisfaction on Corporate Performance
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F15%3A00089173" target="_blank" >RIV/00216224:14560/15:00089173 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Alternative languages
Result language
angličtina
Original language name
The Influence of Customer Satisfaction on Corporate Performance
Original language description
The subject of this article is research into the influence of customer satisfaction on corporate performance. The research is based on the proposition that customer satisfaction affects corporate performance. However, the question arises as to what (which factors) produces customer satisfaction, and in particular, which satisfaction factors have a significant influence on corporate performance. This research was conducted on the basis of two associated samples; on a sample of 182 food-industry companies and a sample of 4,255 customers of these companies. Financial performance is evaluated on the basis of the financial ratio ATO derived from accounting data. Customer satisfaction is evaluated using several satisfaction factors divided into four categories related to intrinsic customer satisfaction, product quality perception, the competitiveness of the company and the characteristics of customer purchasing behaviour, which were represented by 31 quality-related factors in total.
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
2015
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Article name in the collection
Proceedings of the 11th European Conference on Management Leadership and Governance
ISBN
9781910810774
ISSN
2048-9021
e-ISSN
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Number of pages
8
Pages from-to
454-461
Publisher name
Academic Conferences and Publishing International Limited
Place of publication
Reading
Event location
Lisbon
Event date
Jan 1, 2015
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
000380511600056