<abstract xmlns="http://www.w3.org/1999/xhtml"><p>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.</p></abstract>

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.

Customer Satisfaction, Product Quality and Performance of Companies

Masaryk University, The Faculty of Economics and Administration, the Department of Corporate Economy, Department of Applied Mathematics and Computer Science, Lipová 41a, 602 00 Brno

Review of Economic Perspectives

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

{"article-title":"Customer Satisfaction, Product Quality and Performance of Companies"}

This paper presents an analysis of quality, customer satisfaction and business performance in food industry. The main objective of the research is to determine...

Customer Satisfaction, Product Quality and Performance of Companies

Publicado en línea: 29 ene 2015

Páginas: 329 - 344

DOI: https://doi.org/10.1515/revecp-2015-0003

Palabras clave
Customer satisfaction, product quality, performance of a company

© 2014 Petr Suchánek et. al.

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Customer Satisfaction, Product Quality and Performance of Companies

Publicado en línea: 29 ene 2015

Páginas: 329 - 344

DOI: https://doi.org/10.1515/revecp-2015-0003

Palabras claveCustomer satisfaction, product quality, performance of a company

© 2014 Petr Suchánek et. al.

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Palabras clave
Customer satisfaction, product quality, performance of a company