Publication details

Spokojenost zákazníků, její hodnocení podniky a výkonnost potravinářských podniků

Title in English Customer Satisfaction, its Evaluation by Enterprises and Performance of Food Industry Enterprises


Year of publication 2015
Type Article in Proceedings
Conference Aktuálne problémy podnikovej sféry 2015
MU Faculty or unit

Faculty of Economics and Administration

Field Management and administrative
Keywords Customer satisfaction; performance of the enterprise; financial ratios; enterprises of food industry
Description Customers’ satisfaction is believed to have a positive effect on enterprises’ financial performance. For that reason enterprises evaluates customers’ satisfaction with their products. However, so far there has not been any study comparing consumers’ satisfaction from a perspective of enterprises and from a perspective of consumers themselves. On the basis of questionnaire designed for both enterprises and their customers we discovered that enterprises overrate their customers’ satisfaction in all investigated factors. Not only there is a difference in enterprises’ self-evaluation of customers’ satisfaction and evaluation of customers’ satisfaction performed by customers themselves. We proved further that customers’ satisfaction evaluated by customers can serve as a predictor of financial performance of enterprises, which is not true for enterprises’ self-evaluation. Performing enterprises gained significantly better scores in some factors of satisfaction than non-performing companies.
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