Acta Univ. Agric. Silvic. Mendelianae Brun. 2015, 63, 1013-1021

https://doi.org/10.11118/actaun201563031013
Published online 2015-06-28

Effect of Customer Satisfaction on Company Performance

Petr Suchánek1, Maria Králová2

1Department of Corporate Economy, Faculty of Economics and Administration, Lipová 41a, 602 00 Brno, Czech Republic
2Department of Applied Mathematics and Computer Science, Faculty of Economics and Administration, Lipová 41a, 602 00 Brno, Czech Republic

The subject of this article is customer satisfaction and its impact on company performance through satisfaction with its products, including a comparison with the competition. Research was conducted in search of factors which affect customer satisfaction on the one hand and the performance of the company on the other hand. We constructed a model explaining what specific factors (affecting customer satisfaction) have an impact on the performance of a company. This model can help management to better run the business and achieve higher performance. The article is based on research that focused on companies in the food industry in Czech Republic and on their customers. 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, logistic regression and discriminant analysis was analyzed, what factors affecting customer satisfaction also affect business performance.

Funding

This paper is published as part of specific research entitled Quality Management and Enterprise Competitiveness (MUNI/A/0799/2013).

References

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