Customer satisfaction and underperformance in the food industry
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F16%3A00088104" target="_blank" >RIV/00216224:14560/16:00088104 - isvavai.cz</a>
Result on the web
<a href="http://dx.doi.org/10.5593/sgemsocial2016B23" target="_blank" >http://dx.doi.org/10.5593/sgemsocial2016B23</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.5593/sgemsocial2016B23" target="_blank" >10.5593/sgemsocial2016B23</a>
Alternative languages
Result language
angličtina
Original language name
Customer satisfaction and underperformance in the food industry
Original language description
The subject of this article is the relationship between customer satisfaction and business performance. The aim of the article is to determine the relationship between selected factors which form part of customer satisfaction and business performance as measured by the Economic Value Added (EVA) indicator. The research was carried out on a sample of food companies from the Czech Republic using the companies’ publicly available accounting data and questionnaires for customers of these companies. The EVA indicator was constructed through a modular method using the ROE indicator as EVA equity. Customer satisfaction was assessed using six factors: image, customer expectation, perceived product quality, perceived product value, the customer’s own general satisfaction and customer loyalty. Firstly, the companies were divided into performing (with positive EVA indicators – more precisely, spread and ROE) and underperforming (with a negative EVA indicator – spread and ROE).
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
<a href="/en/project/GA16-16260S" target="_blank" >GA16-16260S: Managerial approach to reduction of reverse flows in connection to customer satisfaction and continuous improvement</a><br>
Continuities
P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)
Others
Publication year
2016
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Article name in the collection
3nd International Multidisciplinary Scientific Conference on Social Sciences & Arts SGEM 2016
ISBN
9786197105742
ISSN
2367-5659
e-ISSN
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Number of pages
9
Pages from-to
829-837
Publisher name
SGEM international multidisciplinary scientific conference on social sciences and arts
Place of publication
Sofia
Event location
Albena
Event date
Aug 24, 2016
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
000395727000104