Customer satisfaction and different evaluation of it by companies

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F18%3A00103123" target="_blank" >RIV/00216224:14560/18:00103123 - isvavai.cz</a>

Result on the web

<a href="https://www.tandfonline.com/doi/full/10.1080/1331677X.2018.1484786" target="_blank" >https://www.tandfonline.com/doi/full/10.1080/1331677X.2018.1484786</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1080/1331677X.2018.1484786" target="_blank" >10.1080/1331677X.2018.1484786</a>

Result language

angličtina

Original language name

Customer satisfaction and different evaluation of it by companies

Original language description

The aim of this article is to evaluate customer satisfaction from the perspective of companies in comparison with the perspective of the customers themselves. From the perspective of the company it is necessary to know customer satisfaction, as it is reflected in the company’s performance. The research shows that there are significant differences in the evaluation of customer satisfaction from the perspective of companies and from the perspective of their customers, and that these differences are also reflected in the differences in the performance of the companies. The self-evaluation of companies tends to be overestimated in relation to the evaluation of companies by their customers, regardless of whether the companies are high-performing or low-performing. Customers are better able to distinguish the high-performing companies from the low-performing ones, since the high-performing companies received better evaluation from customers. In contrast, in the self-evaluation of companies, there were no statistically significant differences between the high-performing and low-performing companies. Companies evaluate customer satisfaction incorrectly regardless of their level of performance. Even if the evaluation of customer satisfaction from the company’s perspective is generally overestimated in comparison with the view of customers, some factors of satisfaction are, at least concerning the trends, in agreement with both perspectives, that is, those of the customers and the companies.

Czech name

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Czech description

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Type

J_imp - Article in a specialist periodical, which is included in the Web of Science database

CEP classification

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OECD FORD branch

50204 - Business and management

Project

—

Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2018

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Economic Research-Ekonomska Istraživanja

ISSN

1331-677X

e-ISSN

1848-9664

Volume of the periodical

31

Issue of the periodical within the volume

1

Country of publishing house

HR - CROATIA

Number of pages

21

Pages from-to

1330-1350

UT code for WoS article

000436392400004

EID of the result in the Scopus database

2-s2.0-85049033022