Customer Satisfaction and Enterprise Performance: A Study from the Electronics and Communication Equipment Retail Industry in the Czech Republic

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F49777513%3A23510%2F19%3A43955937" target="_blank" >RIV/49777513:23510/19:43955937 - isvavai.cz</a>

Alternative codes found

RIV/00216224:14560/19:00110226

Result on the web

<a href="https://www.srac.ro/calitatea/en/arhiva/2019/QAS_Vol.20_No.172_Oct.2019.pdf" target="_blank" >https://www.srac.ro/calitatea/en/arhiva/2019/QAS_Vol.20_No.172_Oct.2019.pdf</a>

DOI - Digital Object Identifier

—

Result language

angličtina

Original language name

Customer Satisfaction and Enterprise Performance: A Study from the Electronics and Communication Equipment Retail Industry in the Czech Republic

Original language description

The aim of this paper is to identify whether customer satisfaction measured by means of mystery shopping in selected retail companies in the electronics and communication equipment industry and their loyalty expressed by the NPS score correlate with the performance of the selected enterprises. The study contains research into communication with customers at the point of sale and customer satisfaction, with a focus on the five most significant representatives of this industry. The performance of companies is evaluated through the ROA, ROE and ATO indicators based on data available in the Magnusweb database. The study shows that customers satisfied during the sale of products also express their loyalty, which was measured by the NPS score. The said research conducted in the Czech Republic failed to prove the correlation between customer satisfaction and loyalty on the one hand and the selected enterprise performance indicators on the other. The same conclusion has also appeared in several research studies conducted abroad.

Czech name

—

Czech description

—

Type

J_SC - Article in a specialist periodical, which is included in the SCOPUS database

CEP classification

—

OECD FORD branch

50204 - Business and management

Project

—

Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2019

Confidentiality

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

Name of the periodical

Quality Access to Success

ISSN

1582-2559

e-ISSN

—

Volume of the periodical

20

Issue of the periodical within the volume

172

Country of publishing house

RO - ROMANIA

Number of pages

8

Pages from-to

33-40

UT code for WoS article

—

EID of the result in the Scopus database

2-s2.0-85073451974