Výkonnost podniku v rámci modelování spokojenosti zákazníka a finanční výkonnosti

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dc.contributor.authorSuchánek, Suchánek
dc.contributor.authorKrálová, Králová
dc.contributor.editorMartinčíková Sojková, Olga
dc.date.accessioned2025-02-19T10:08:54Z
dc.date.available2025-02-19T10:08:54Z
dc.date.issued2024
dc.description.abstract-translatedThe aim of this paper is to link the customer satisfaction and financial performance models into one comprehensive model of business performance. The contribution of this paper lies in the increased comprehensiveness of the evaluation of business performance that results from linking the customer satisfaction model with the financial performance model. The customer satisfaction model is constructed based on the resulting customer expectations, which differs from the standard approach. The model is constructed on the basis of a questionnaire survey of customers of selected enterprises. The financial performance of the same enterprises was assessed on the basis of publicly available data, which were used as inputs to the ratios. The financial performance was then evaluated using the TOPSIS method. The results show that the customer satisfaction model has a strong influence on financial performance through customer expectations. This financial performance was measured using an aggregate financial performance model consisting of selected financial ratios. The magnitude of the effect of customer expectations on financial performance is higher than when this performance is measured using separate ratios.en
dc.format13 s.cs
dc.format.mimetypeapplication/pdf
dc.identifier.isbn978-80-261-1271-6
dc.identifier.urihttp://hdl.handle.net/11025/58296
dc.language.isocscs
dc.publisherFaculty of Economics University of West Bohemiaen
dc.rights© Authors of papersen
dc.rights.accessopenAccessen
dc.subjectočekávání zákazníkůcs
dc.subjectspokojenost zákazníkůcs
dc.subjectfinanční výkonnost podnikucs
dc.subjectpoměrycs
dc.subjectTOPSIScs
dc.subject.translatedcustomer expectationsen
dc.subject.translatedcustomer satisfactionen
dc.subject.translatedbusiness financial performanceen
dc.subject.translatedratiosen
dc.subject.translatedTOPSISen
dc.titleVýkonnost podniku v rámci modelování spokojenosti zákazníka a finanční výkonnostics
dc.title.alternativeBusiness performance in the context of customer satisfaction and financial performance modellingen
dc.typekonferenční příspěvekcs
dc.typeconferenceObjecten
dc.type.statusPeer revieweden
dc.type.versionpublishedVersionen
local.files.count2*
local.files.size737244*
local.has.filesyes*

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