Customer satisfaction and underperformance in the food industry

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F16%3A00088104" target="_blank" >RIV/00216224:14560/16:00088104 - isvavai.cz</a>

Výsledek na webu

<a href="http://dx.doi.org/10.5593/sgemsocial2016B23" target="_blank" >http://dx.doi.org/10.5593/sgemsocial2016B23</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.5593/sgemsocial2016B23" target="_blank" >10.5593/sgemsocial2016B23</a>

Jazyk výsledku

angličtina

Název v původním jazyce

Customer satisfaction and underperformance in the food industry

Popis výsledku v původním jazyce

The subject of this article is the relationship between customer satisfaction and business performance. The aim of the article is to determine the relationship between selected factors which form part of customer satisfaction and business performance as measured by the Economic Value Added (EVA) indicator. The research was carried out on a sample of food companies from the Czech Republic using the companies’ publicly available accounting data and questionnaires for customers of these companies. The EVA indicator was constructed through a modular method using the ROE indicator as EVA equity. Customer satisfaction was assessed using six factors: image, customer expectation, perceived product quality, perceived product value, the customer’s own general satisfaction and customer loyalty. Firstly, the companies were divided into performing (with positive EVA indicators – more precisely, spread and ROE) and underperforming (with a negative EVA indicator – spread and ROE).

Název v anglickém jazyce

Customer satisfaction and underperformance in the food industry

Popis výsledku anglicky

The subject of this article is the relationship between customer satisfaction and business performance. The aim of the article is to determine the relationship between selected factors which form part of customer satisfaction and business performance as measured by the Economic Value Added (EVA) indicator. The research was carried out on a sample of food companies from the Czech Republic using the companies’ publicly available accounting data and questionnaires for customers of these companies. The EVA indicator was constructed through a modular method using the ROE indicator as EVA equity. Customer satisfaction was assessed using six factors: image, customer expectation, perceived product quality, perceived product value, the customer’s own general satisfaction and customer loyalty. Firstly, the companies were divided into performing (with positive EVA indicators – more precisely, spread and ROE) and underperforming (with a negative EVA indicator – spread and ROE).

Druh

D - Stať ve sborníku

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

<a href="/cs/project/GA16-16260S" target="_blank" >GA16-16260S: Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování</a><br>

Návaznosti

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Rok uplatnění

2016

Kód důvěrnosti údajů

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

Název statě ve sborníku

3nd International Multidisciplinary Scientific Conference on Social Sciences & Arts SGEM 2016

ISBN

9786197105742

ISSN

2367-5659

e-ISSN

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Počet stran výsledku

9

Strana od-do

829-837

Název nakladatele

SGEM international multidisciplinary scientific conference on social sciences and arts

Místo vydání

Sofia

Místo konání akce

Albena

Datum konání akce

24. 8. 2016

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

000395727000104