Maria Králová

Customer Satisfaction, Product Quality and Performance of Companies

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.

Vliv kvality na výkonnost a konkurenceschopnost podniku

Z resersi provedených z dostupne literatury, ktera se zabýva předmětnou problematikou a předchozich výzkumů autorů, byl vytvořen dilci model vlivu kvality produktu (vcetně spokojenosti zakaznika) na výkonnost podniku, vcetně vztahu kvality produktu podniku s produkty konkurencnimi. Jednotlive veliciny (faktory) v modelu byly podrobeny výzkumu a ze statistickeho hlediska byl zkouman jejich vzajemný vztah. Zaroveň byl zkouman (paralelně) vztah systemu řizeni kvality, výkonnosti, systemů nakladů kvality a certifikatů. Diky tomu mohl být výchozi model modifikovan a rozsiřen o system řizeni kvality a zaroveň dynamizovan (v ramci dopadu kvality produktu a systemu řizeni kvality na budouci nakupy produktu a tim take nejen na soucasnou, ale take budouci výkonnost podniku). Dale se podařilo (ze statistickeho hlediska) potvrdit vazbu a vzajemnou souvislost dilcich velicin (faktorů) v modelu. Nepodařilo se vsak ověřit model jako celek, a to jednak kvůli tomu, že v průběhu výzkumu doznal model urcitých změn (viz výse), a jednak diky tomu, že v ramci jednoho z dilcich výzkumů byl zkoumaný vzorek přilis malý. Přesto považujeme dosažene výsledky za dostacujici, zajimave a smysluplne, ktere oteviraji možnosti k dalsim navazujicim výzkumům. Provedene výzkumy tak osvětlily množstvi problemů spojených s kvalitou produktu, spokojenosti zakaznika, výkonnosti podniku i systemy řizeni kvality (vcetně řizeni nakladů spojených s kvalitou a certifikaci).

Economic efficiency of mergers in the Czech Republic 2001–2010

AbstractThe paper presents partial results of research focusing on accounting, taxation and legal aspects of mergers in the Czech market. The input source is a database of mergers implemented in the Czech territory, which compiles data taken from the Trade Register for the decade of 2001–2010. The structure of the data allows for an evaluation of development trends of mergers in the Czech market, analysis of economic consequences of mergers and finding possible causes of their success or failure. From economic characteristics of merger success, we have chosen the item of net assets. Statistical testing of the hypothesis proved that mergers do not affect net assets during the period of three years after the merger implementation. A significant dependence of net assets development on mergers was proved after the basic set was stratified based on the size of companies. Mergers have a positive effect on the growth of value for owners in the group of small enterprises in the third year after the merger; the va...

Customer satisfaction and different evaluation of it by companies

Abstract The aim of this article is to evaluate customer satisfaction from the perspective of companies in comparison with the perspective of the customers themselves. From the perspective of the company it is necessary to know customer satisfaction, as it is reflected in the company’s performance. The research shows that there are significant differences in the evaluation of customer satisfaction from the perspective of companies and from the perspective of their customers, and that these differences are also reflected in the differences in the performance of the companies. The self-evaluation of companies tends to be overestimated in relation to the evaluation of companies by their customers, regardless of whether the companies are high-performing or low-performing. Customers are better able to distinguish the high-performing companies from the low-performing ones, since the high-performing companies received better evaluation from customers. In contrast, in the self-evaluation of companies, there were no statistically significant differences between the high-performing and low-performing companies. Companies evaluate customer satisfaction incorrectly regardless of their level of performance. Even if the evaluation of customer satisfaction from the company’s perspective is generally overestimated in comparison with the view of customers, some factors of satisfaction are, at least concerning the trends, in agreement with both perspectives, that is, those of the customers and the companies.

The possibility of evaluating an enterprise's performance interms of evaluating its customer satisfaction

When seeking to assess the impact of customer satisfaction on company performances, there are many ways to assess such performance. The preferred option, however, is to use ratios. Internationally, one of the most common indicators Tobins q. This, cannot, however, be used for most enterprises in the Czech Republic. Thus, the autors have come up with variant of Tobins q, one that might act as a suitable substitute. This ratio is the growth of assets, and its applicability will be tested in evaluating customer satisfaction with an enterprise. The object is to discover whether the asset growth ratio better separates (with respect to customer satisfaction) enterprises into performing and non-performing than currently used ratios (ROA, ROE and asset turnover).