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Effect of Customer Satisfaction on Company Performance

Author

Listed:
  • Petr Suchánek

    (Department of Corporate Economy, Faculty of Economics and Administration, Lipová 41a, 602 00 Brno, Czech Republic)

  • Maria Králová

    (Department of Applied Mathematics and Computer Science, Faculty of Economics and Administration, Lipová 41a, 602 00 Brno, Czech Republic)

Abstract

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.

Suggested Citation

  • Petr Suchánek & Maria Králová, 2015. "Effect of Customer Satisfaction on Company Performance," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 63(3), pages 1013-1021.
    • Handle: RePEc:mup:actaun:actaun_2015063031013
    DOI: 10.11118/actaun201563031013
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    References listed on IDEAS

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    1. Mika Kuronen & Josu Takala, 2013. "Measuring and Developing Customer Satisfaction with the Balanced Critical Factor Index Method," Diversity, Technology, and Innovation for Operational Competitiveness: Proceedings of the 2013 International Conference on Technology Innovation and Industrial Management,, ToKnowPress.
    2. Ahsan Habib, 2006. "Disaggregated earnings and prediction of future profitability: evidence from industrial groups in Japan," Review of Accounting and Finance, Emerald Group Publishing, vol. 5(4), pages 355-369, November.
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    Cited by:

    1. Nguyen Thanh Long & Thanh-Lam Nguyen, 2018. "Sustainable Development of Rural Tourism in An Giang Province, Vietnam," Sustainability, MDPI, vol. 10(4), pages 1-20, March.

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