Business Financial Performance In The Context Of Customer Satisfaction Management

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F71226401%3A_____%2F21%3AN0100601" target="_blank" >RIV/71226401:_____/21:N0100601 - isvavai.cz</a>

Výsledek na webu

<a href="https://admin.calitatea.ro/assets/Documents/Archive/PDF/20211203_7e162ec4-c370-486a-95f3-65cddee71736.pdf" target="_blank" >https://admin.calitatea.ro/assets/Documents/Archive/PDF/20211203_7e162ec4-c370-486a-95f3-65cddee71736.pdf</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.47750/QAS/22.185.17" target="_blank" >10.47750/QAS/22.185.17</a>

Jazyk výsledku

angličtina

Název v původním jazyce

Business Financial Performance In The Context Of Customer Satisfaction Management

Popis výsledku v původním jazyce

The article focuses on the research of the relationship between performance in financial terms and customer satisfaction management in the company. Customer satisfaction management is understood as a process aimed at determining customer satisfaction and dissatisfaction in the form of backflows (from the customer), which is used throughout the company so that the company acquires and uses customer knowledge to change (innovate) in the company (whether in the form of process or product innovation). Through a change in customer satisfaction management, the company&#039;s financial performance is to be improved. The research is based on analyses of the relationships of selected factors of customer satisfaction management and their partial variables to the financial performance of the company. The article aims to identify the factors of customer satisfaction management that affect the financial performance of the company. A partial goal of the article is to identify the causes of the identified financial performance of the company, through quantities within the examined factors of customer satisfaction management. The research is carried out quantitatively using a questionnaire on a sample of 113 companies from various industries in the Czech Republic. Financial performance is assessed as profitability subjectively, by respondents to research, which consisted of managers of the surveyed companies. The relationships of individual factors and quantities were analyzed first using factor and then regression analysis. Statistical significance was verified by appropriate standard tests (t-test) and the significance of the model by the coefficient of determination. The results show that financial performance is influenced by customer satisfaction management and depends primarily on reverse flow management (from the customer), innovation and knowledge, the source of which is the customer and the internal customer satisfaction management support system.

Název v anglickém jazyce

Business Financial Performance In The Context Of Customer Satisfaction Management

Popis výsledku anglicky

The article focuses on the research of the relationship between performance in financial terms and customer satisfaction management in the company. Customer satisfaction management is understood as a process aimed at determining customer satisfaction and dissatisfaction in the form of backflows (from the customer), which is used throughout the company so that the company acquires and uses customer knowledge to change (innovate) in the company (whether in the form of process or product innovation). Through a change in customer satisfaction management, the company&#039;s financial performance is to be improved. The research is based on analyses of the relationships of selected factors of customer satisfaction management and their partial variables to the financial performance of the company. The article aims to identify the factors of customer satisfaction management that affect the financial performance of the company. A partial goal of the article is to identify the causes of the identified financial performance of the company, through quantities within the examined factors of customer satisfaction management. The research is carried out quantitatively using a questionnaire on a sample of 113 companies from various industries in the Czech Republic. Financial performance is assessed as profitability subjectively, by respondents to research, which consisted of managers of the surveyed companies. The relationships of individual factors and quantities were analyzed first using factor and then regression analysis. Statistical significance was verified by appropriate standard tests (t-test) and the significance of the model by the coefficient of determination. The results show that financial performance is influenced by customer satisfaction management and depends primarily on reverse flow management (from the customer), innovation and knowledge, the source of which is the customer and the internal customer satisfaction management support system.

Druh

J_imp - Článek v periodiku v databázi Web of Science

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2021

Kód důvěrnosti údajů

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

Název periodika

Quality - Access to Success

ISSN

1582-2559

e-ISSN

—

Svazek periodika

22

Číslo periodika v rámci svazku

185

Stát vydavatele periodika

RO - Rumunsko

Počet stran výsledku

12

Strana od-do

124-135

Kód UT WoS článku

000727441200017

EID výsledku v databázi Scopus

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