Business performance and its relationship to customer satisfaction and enterprise quality management

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F18%3A00107291" target="_blank" >RIV/00216224:14560/18:00107291 - isvavai.cz</a>

Result on the web

<a href="https://webcentrum.muni.cz/media/3126621/iscobemm-2018_204.pdf" target="_blank" >https://webcentrum.muni.cz/media/3126621/iscobemm-2018_204.pdf</a>

DOI - Digital Object Identifier

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Result language

angličtina

Original language name

Business performance and its relationship to customer satisfaction and enterprise quality management

Original language description

Paper presents results of the preliminary analysis of the data from survey aimed at finding if low-financially performing enterprises manage non-financial performance and quality of products differently in comparison to high-financially performing enterprises in the context or product returns management. Several variables were involved to question various aspects of non-financial performance and quality management. Financial performance was evaluated indirectly through the combined score of the four variables (sales, revenue growth, costs and profit) measuring financial situation of enterprises in the last year and compared with the competition rated by the respondents. Only 92 questionnaires were used for the analysis, for this reason the findings cannot be generalized. Median of financial performance was used to divide enterprises into two independent samples. Mann Whitney U test was applied to identify differences between two groups of enterprises. Results show that all non-financial performance indicators stand behind the difference between low and high financially performing enterprises together with existence of the formalquality policy, Total Quality Management philosophy implementation, customer satisfaction being priority, use of more methods and tools for customer satisfaction tracking, continuous monitoring of customer satisfaction and product improvements and innovations based on the information form dissatisfied customer represent the specific features of quality management for the purpose to minimize product returns and leading to better financial performance.

Czech name

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Czech description

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Type

D - Article in proceedings

CEP classification

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OECD FORD branch

50204 - Business and management

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)

Publication year

2018

Confidentiality

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

Article name in the collection

Proceedings of the International Scientific Conference of Business Economics, Management and Marketing 2018

ISBN

9788021091641

ISSN

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e-ISSN

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Number of pages

9

Pages from-to

130-138

Publisher name

Masaryk University

Place of publication

Brno

Event location

Prušánky-Nechory

Event date

Sep 6, 2018

Type of event by nationality

WRD - Celosvětová akce

UT code for WoS article

000495441500017