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  • Topic of this paper is to analyze the impact of customer's satisfaction and further related factors on financial performance of a company. The aim of this article is to identify the factors that affect customer satisfaction and customer’s perception of the quality and have subsequent effect on a financial performance. The article is based on research that focused on companies in the food industry. First, we found the financial performance of surveyed companies (based on indicators ROA, ROE and assets turnover) and on this basis they have been divided on companies efficient and inefficient. Furthermore factors were identified (based on previous research of authors) that have an impact on customer satisfaction (among these factors include product quality, customer requirements for product, comparison with competitive products, etc.). With the use of non-parametric statistical methods it was analyzed, what factors affecting customer satisfaction also affect business performance.
  • Topic of this paper is to analyze the impact of customer's satisfaction and further related factors on financial performance of a company. The aim of this article is to identify the factors that affect customer satisfaction and customer’s perception of the quality and have subsequent effect on a financial performance. The article is based on research that focused on companies in the food industry. First, we found the financial performance of surveyed companies (based on indicators ROA, ROE and assets turnover) and on this basis they have been divided on companies efficient and inefficient. Furthermore factors were identified (based on previous research of authors) that have an impact on customer satisfaction (among these factors include product quality, customer requirements for product, comparison with competitive products, etc.). With the use of non-parametric statistical methods it was analyzed, what factors affecting customer satisfaction also affect business performance. (en)
Title
  • The influence of customer satisfaction and quality perception on financial performance of a company
  • The influence of customer satisfaction and quality perception on financial performance of a company (en)
skos:prefLabel
  • The influence of customer satisfaction and quality perception on financial performance of a company
  • The influence of customer satisfaction and quality perception on financial performance of a company (en)
skos:notation
  • RIV/00216224:14560/14:00076341!RIV15-MSM-14560___
http://linked.open...avai/riv/aktivita
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  • S
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  • 21376
http://linked.open...ai/riv/idVysledku
  • RIV/00216224:14560/14:00076341
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  • customer satisfaction; product quality; financial performance (en)
http://linked.open.../riv/klicoveSlovo
http://linked.open...ontrolniKodProRIV
  • [A7B85E6C066F]
http://linked.open...v/mistoKonaniAkce
  • Albena, Bulgaria
http://linked.open...i/riv/mistoVydani
  • Sofia, Bulgaria
http://linked.open...i/riv/nazevZdroje
  • SGEM conference on political sciences, law, finance, economics & tourism
http://linked.open...in/vavai/riv/obor
http://linked.open...ichTvurcuVysledku
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  • Suchánek, Petr
  • Králová, Maria
http://linked.open...vavai/riv/typAkce
http://linked.open.../riv/zahajeniAkce
number of pages
http://bibframe.org/vocab/doi
  • 10.5593/sgemsocial2014B22
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  • International multidisciplinary scientific conferences on social sciences & arts
https://schema.org/isbn
  • 9786197105261
http://localhost/t...ganizacniJednotka
  • 14560
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