Customer satisfaction and different evaluation of it by companies

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F18%3A00103123" target="_blank" >RIV/00216224:14560/18:00103123 - isvavai.cz</a>

Výsledek na webu

<a href="https://www.tandfonline.com/doi/full/10.1080/1331677X.2018.1484786" target="_blank" >https://www.tandfonline.com/doi/full/10.1080/1331677X.2018.1484786</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1080/1331677X.2018.1484786" target="_blank" >10.1080/1331677X.2018.1484786</a>

Jazyk výsledku

angličtina

Název v původním jazyce

Customer satisfaction and different evaluation of it by companies

Popis výsledku v původním jazyce

The aim of this article is to evaluate customer satisfaction from the perspective of companies in comparison with the perspective of the customers themselves. From the perspective of the company it is necessary to know customer satisfaction, as it is reflected in the company’s performance. The research shows that there are significant differences in the evaluation of customer satisfaction from the perspective of companies and from the perspective of their customers, and that these differences are also reflected in the differences in the performance of the companies. The self-evaluation of companies tends to be overestimated in relation to the evaluation of companies by their customers, regardless of whether the companies are high-performing or low-performing. Customers are better able to distinguish the high-performing companies from the low-performing ones, since the high-performing companies received better evaluation from customers. In contrast, in the self-evaluation of companies, there were no statistically significant differences between the high-performing and low-performing companies. Companies evaluate customer satisfaction incorrectly regardless of their level of performance. Even if the evaluation of customer satisfaction from the company’s perspective is generally overestimated in comparison with the view of customers, some factors of satisfaction are, at least concerning the trends, in agreement with both perspectives, that is, those of the customers and the companies.

Název v anglickém jazyce

Customer satisfaction and different evaluation of it by companies

Popis výsledku anglicky

The aim of this article is to evaluate customer satisfaction from the perspective of companies in comparison with the perspective of the customers themselves. From the perspective of the company it is necessary to know customer satisfaction, as it is reflected in the company’s performance. The research shows that there are significant differences in the evaluation of customer satisfaction from the perspective of companies and from the perspective of their customers, and that these differences are also reflected in the differences in the performance of the companies. The self-evaluation of companies tends to be overestimated in relation to the evaluation of companies by their customers, regardless of whether the companies are high-performing or low-performing. Customers are better able to distinguish the high-performing companies from the low-performing ones, since the high-performing companies received better evaluation from customers. In contrast, in the self-evaluation of companies, there were no statistically significant differences between the high-performing and low-performing companies. Companies evaluate customer satisfaction incorrectly regardless of their level of performance. Even if the evaluation of customer satisfaction from the company’s perspective is generally overestimated in comparison with the view of customers, some factors of satisfaction are, at least concerning the trends, in agreement with both perspectives, that is, those of the customers and the companies.

Druh

J_imp - Článek v periodiku v databázi Web of Science

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2018

Kód důvěrnosti údajů

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

Název periodika

Economic Research-Ekonomska Istraživanja

ISSN

1331-677X

e-ISSN

1848-9664

Svazek periodika

31

Číslo periodika v rámci svazku

1

Stát vydavatele periodika

HR - Chorvatská republika

Počet stran výsledku

21

Strana od-do

1330-1350

Kód UT WoS článku

000436392400004

EID výsledku v databázi Scopus

2-s2.0-85049033022