Publication details

Customer Satisfaction, Product Quality and Performance of Companies

Authors

RICHTER Jiří KRÁLOVÁ Maria SUCHÁNEK Petr

Year of publication 2014
Type Article in Periodical
Magazine / Source Národohospodářský obzor
MU Faculty or unit

Faculty of Economics and Administration

Citation
Web http://nho.econ.muni.cz/14-2014/4-2014/customer-satisfaction-product-quality-and-performance-companies
Doi http://dx.doi.org/10.1515/revecp-2015-0003
Field Management and administrative
Keywords product quality; performance of a company; Customer satisfaction
Attached files
Description This paper presents an analysis of quality, customer satisfaction and business performance in food industry. The main objective of the research is to determine the influence of quality on customer satisfaction and on business performance and competitiveness. In particular, this paper answers the following research question: Does the quality of a product result in a satisfied customer and thereby in a well-performing business? Customer satisfaction is defined as the satisfaction of the customer with a product and the business performance as a capability to generate profit. Therefore, satisfaction was examined by the means of a survey using questionnaires, and the performance was measured by financial data. We managed to find a correlation between the main factors, although partial results were due more factors mostly statistically insignificant.
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