Business Performance as a Relationship Between Models of Customer Satisfaction and Financial Performance

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F02819180%3A_____%2F25%3A%230000133" target="_blank" >RIV/02819180:_____/25:#0000133 - isvavai.cz</a>

Nalezeny alternativní kódy

RIV/62156489:43110/25:43927513

Výsledek na webu

<a href="https://doi.org/10.1177/21582440251378319" target="_blank" >https://doi.org/10.1177/21582440251378319</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1177/21582440251378319" target="_blank" >10.1177/21582440251378319</a>

Jazyk výsledku

angličtina

Název v původním jazyce

Business Performance as a Relationship Between Models of Customer Satisfaction and Financial Performance

Popis výsledku v původním jazyce

The goal of this paper is to connect models of customer satisfaction and financial performance into a single aggregate model of business performance. The contribution of this paper lies in the increased complexity of assessing business performance, which results from connecting the model of customer satisfaction with the model of financial performance. The model of customer satisfaction is constructed based on customer expectations, which differs from the standard approach. The model is constructed based on a questionnaire survey of customers of select businesses. The financial performance of the same businesses was assessed based on publicly available data, which were used as inputs into ratio indicators. Afterward, financial performance was assessed using two methods (TOPSIS and Altman's Z-score). The results show that the model of customer satisfaction helps us better understand financial performance when incorporating customer expectations. This financial performance was measured using the aggregate model of financial performance, composed of select financial indicators. The magnitude of the effect is greater than if financial performance is measured using standalone ratio indicators.

Název v anglickém jazyce

Business Performance as a Relationship Between Models of Customer Satisfaction and Financial Performance

Popis výsledku anglicky

The goal of this paper is to connect models of customer satisfaction and financial performance into a single aggregate model of business performance. The contribution of this paper lies in the increased complexity of assessing business performance, which results from connecting the model of customer satisfaction with the model of financial performance. The model of customer satisfaction is constructed based on customer expectations, which differs from the standard approach. The model is constructed based on a questionnaire survey of customers of select businesses. The financial performance of the same businesses was assessed based on publicly available data, which were used as inputs into ratio indicators. Afterward, financial performance was assessed using two methods (TOPSIS and Altman's Z-score). The results show that the model of customer satisfaction helps us better understand financial performance when incorporating customer expectations. This financial performance was measured using the aggregate model of financial performance, composed of select financial indicators. The magnitude of the effect is greater than if financial performance is measured using standalone ratio indicators.

Druh

J_imp - Článek v periodiku v databázi Web of Science

CEP obor

—

OECD FORD obor

50200 - Economics and Business

Projekt

—

Návaznosti

N - Vyzkumna aktivita podporovana z neverejnych zdroju

Rok uplatnění

2025

Kód důvěrnosti údajů

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

Název periodika

SAGE OPEN

ISSN

2158-2440

e-ISSN

2158-2440

Svazek periodika

15

Číslo periodika v rámci svazku

3

Stát vydavatele periodika

US - Spojené státy americké

Počet stran výsledku

16

Strana od-do

1-16

Kód UT WoS článku

001578805000001

EID výsledku v databázi Scopus

2-s2.0-105017082543