Business Financial Performance In The Context Of Customer Satisfaction Management

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F71226401%3A_____%2F21%3AN0100601" target="_blank" >RIV/71226401:_____/21:N0100601 - isvavai.cz</a>

Result on the web

<a href="https://admin.calitatea.ro/assets/Documents/Archive/PDF/20211203_7e162ec4-c370-486a-95f3-65cddee71736.pdf" target="_blank" >https://admin.calitatea.ro/assets/Documents/Archive/PDF/20211203_7e162ec4-c370-486a-95f3-65cddee71736.pdf</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.47750/QAS/22.185.17" target="_blank" >10.47750/QAS/22.185.17</a>

Result language

angličtina

Original language name

Business Financial Performance In The Context Of Customer Satisfaction Management

Original language description

The article focuses on the research of the relationship between performance in financial terms and customer satisfaction management in the company. Customer satisfaction management is understood as a process aimed at determining customer satisfaction and dissatisfaction in the form of backflows (from the customer), which is used throughout the company so that the company acquires and uses customer knowledge to change (innovate) in the company (whether in the form of process or product innovation). Through a change in customer satisfaction management, the company&#039;s financial performance is to be improved. The research is based on analyses of the relationships of selected factors of customer satisfaction management and their partial variables to the financial performance of the company. The article aims to identify the factors of customer satisfaction management that affect the financial performance of the company. A partial goal of the article is to identify the causes of the identified financial performance of the company, through quantities within the examined factors of customer satisfaction management. The research is carried out quantitatively using a questionnaire on a sample of 113 companies from various industries in the Czech Republic. Financial performance is assessed as profitability subjectively, by respondents to research, which consisted of managers of the surveyed companies. The relationships of individual factors and quantities were analyzed first using factor and then regression analysis. Statistical significance was verified by appropriate standard tests (t-test) and the significance of the model by the coefficient of determination. The results show that financial performance is influenced by customer satisfaction management and depends primarily on reverse flow management (from the customer), innovation and knowledge, the source of which is the customer and the internal customer satisfaction management support system.

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

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Continuities

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Publication year

2021

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

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Volume of the periodical

22

Issue of the periodical within the volume

185

Country of publishing house

RO - ROMANIA

Number of pages

12

Pages from-to

124-135

UT code for WoS article

000727441200017

EID of the result in the Scopus database

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