Business performance and its relationship to customer satisfaction and enterprise quality management

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F18%3A00107291" target="_blank" >RIV/00216224:14560/18:00107291 - isvavai.cz</a>

Výsledek na webu

<a href="https://webcentrum.muni.cz/media/3126621/iscobemm-2018_204.pdf" target="_blank" >https://webcentrum.muni.cz/media/3126621/iscobemm-2018_204.pdf</a>

DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Business performance and its relationship to customer satisfaction and enterprise quality management

Popis výsledku v původním jazyce

Paper presents results of the preliminary analysis of the data from survey aimed at finding if low-financially performing enterprises manage non-financial performance and quality of products differently in comparison to high-financially performing enterprises in the context or product returns management. Several variables were involved to question various aspects of non-financial performance and quality management. Financial performance was evaluated indirectly through the combined score of the four variables (sales, revenue growth, costs and profit) measuring financial situation of enterprises in the last year and compared with the competition rated by the respondents. Only 92 questionnaires were used for the analysis, for this reason the findings cannot be generalized. Median of financial performance was used to divide enterprises into two independent samples. Mann Whitney U test was applied to identify differences between two groups of enterprises. Results show that all non-financial performance indicators stand behind the difference between low and high financially performing enterprises together with existence of the formalquality policy, Total Quality Management philosophy implementation, customer satisfaction being priority, use of more methods and tools for customer satisfaction tracking, continuous monitoring of customer satisfaction and product improvements and innovations based on the information form dissatisfied customer represent the specific features of quality management for the purpose to minimize product returns and leading to better financial performance.

Název v anglickém jazyce

Business performance and its relationship to customer satisfaction and enterprise quality management

Popis výsledku anglicky

Paper presents results of the preliminary analysis of the data from survey aimed at finding if low-financially performing enterprises manage non-financial performance and quality of products differently in comparison to high-financially performing enterprises in the context or product returns management. Several variables were involved to question various aspects of non-financial performance and quality management. Financial performance was evaluated indirectly through the combined score of the four variables (sales, revenue growth, costs and profit) measuring financial situation of enterprises in the last year and compared with the competition rated by the respondents. Only 92 questionnaires were used for the analysis, for this reason the findings cannot be generalized. Median of financial performance was used to divide enterprises into two independent samples. Mann Whitney U test was applied to identify differences between two groups of enterprises. Results show that all non-financial performance indicators stand behind the difference between low and high financially performing enterprises together with existence of the formalquality policy, Total Quality Management philosophy implementation, customer satisfaction being priority, use of more methods and tools for customer satisfaction tracking, continuous monitoring of customer satisfaction and product improvements and innovations based on the information form dissatisfied customer represent the specific features of quality management for the purpose to minimize product returns and leading to better financial performance.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

50204 - Business and management

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

2018

Kód důvěrnosti údajů

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

Název statě ve sborníku

Proceedings of the International Scientific Conference of Business Economics, Management and Marketing 2018

ISBN

9788021091641

ISSN

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e-ISSN

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Počet stran výsledku

9

Strana od-do

130-138

Název nakladatele

Masaryk University

Místo vydání

Brno

Místo konání akce

Prušánky-Nechory

Datum konání akce

6. 9. 2018

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

000495441500017