The Influence of Customer Satisfaction on Corporate Performance

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F15%3A00089173" target="_blank" >RIV/00216224:14560/15:00089173 - isvavai.cz</a>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

The Influence of Customer Satisfaction on Corporate Performance

Popis výsledku v původním jazyce

The subject of this article is research into the influence of customer satisfaction on corporate performance. The research is based on the proposition that customer satisfaction affects corporate performance. However, the question arises as to what (which factors) produces customer satisfaction, and in particular, which satisfaction factors have a significant influence on corporate performance. This research was conducted on the basis of two associated samples; on a sample of 182 food-industry companies and a sample of 4,255 customers of these companies. Financial performance is evaluated on the basis of the financial ratio ATO derived from accounting data. Customer satisfaction is evaluated using several satisfaction factors divided into four categories related to intrinsic customer satisfaction, product quality perception, the competitiveness of the company and the characteristics of customer purchasing behaviour, which were represented by 31 quality-related factors in total.

Název v anglickém jazyce

The Influence of Customer Satisfaction on Corporate Performance

Popis výsledku anglicky

The subject of this article is research into the influence of customer satisfaction on corporate performance. The research is based on the proposition that customer satisfaction affects corporate performance. However, the question arises as to what (which factors) produces customer satisfaction, and in particular, which satisfaction factors have a significant influence on corporate performance. This research was conducted on the basis of two associated samples; on a sample of 182 food-industry companies and a sample of 4,255 customers of these companies. Financial performance is evaluated on the basis of the financial ratio ATO derived from accounting data. Customer satisfaction is evaluated using several satisfaction factors divided into four categories related to intrinsic customer satisfaction, product quality perception, the competitiveness of the company and the characteristics of customer purchasing behaviour, which were represented by 31 quality-related factors in total.

Druh

D - Stať ve sborníku

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

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Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2015

Kód důvěrnosti údajů

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

Název statě ve sborníku

Proceedings of the 11th European Conference on Management Leadership and Governance

ISBN

9781910810774

ISSN

2048-9021

e-ISSN

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Počet stran výsledku

8

Strana od-do

454-461

Název nakladatele

Academic Conferences and Publishing International Limited

Místo vydání

Reading

Místo konání akce

Lisbon

Datum konání akce

1. 1. 2015

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

000380511600056