Business Performance as a Relationship Between Models of Customer Satisfaction and Financial Performance
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F02819180%3A_____%2F25%3A%230000133" target="_blank" >RIV/02819180:_____/25:#0000133 - isvavai.cz</a>
Alternative codes found
RIV/62156489:43110/25:43927513
Result on the web
<a href="https://doi.org/10.1177/21582440251378319" target="_blank" >https://doi.org/10.1177/21582440251378319</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.1177/21582440251378319" target="_blank" >10.1177/21582440251378319</a>
Alternative languages
Result language
angličtina
Original language name
Business Performance as a Relationship Between Models of Customer Satisfaction and Financial Performance
Original language description
The goal of this paper is to connect models of customer satisfaction and financial performance into a single aggregate model of business performance. The contribution of this paper lies in the increased complexity of assessing business performance, which results from connecting the model of customer satisfaction with the model of financial performance. The model of customer satisfaction is constructed based on customer expectations, which differs from the standard approach. The model is constructed based on a questionnaire survey of customers of select businesses. The financial performance of the same businesses was assessed based on publicly available data, which were used as inputs into ratio indicators. Afterward, financial performance was assessed using two methods (TOPSIS and Altman's Z-score). The results show that the model of customer satisfaction helps us better understand financial performance when incorporating customer expectations. This financial performance was measured using the aggregate model of financial performance, composed of select financial indicators. The magnitude of the effect is greater than if financial performance is measured using standalone ratio indicators.
Czech name
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Czech description
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Classification
Type
J<sub>imp</sub> - Article in a specialist periodical, which is included in the Web of Science database
CEP classification
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OECD FORD branch
50200 - Economics and Business
Result continuities
Project
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Continuities
N - Vyzkumna aktivita podporovana z neverejnych zdroju
Others
Publication year
2025
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
SAGE OPEN
ISSN
2158-2440
e-ISSN
2158-2440
Volume of the periodical
15
Issue of the periodical within the volume
3
Country of publishing house
US - UNITED STATES
Number of pages
16
Pages from-to
1-16
UT code for WoS article
001578805000001
EID of the result in the Scopus database
2-s2.0-105017082543