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DC poleHodnotaJazyk
dc.contributor.authorSuchánek, Petr
dc.contributor.authorEger, Ludvík
dc.date.accessioned2019-11-18T11:00:27Z-
dc.date.available2019-11-18T11:00:27Z-
dc.date.issued2019
dc.identifier.citationSUCHÁNEK, P., EGER, L. Customer Satisfaction and Enterprise Performance: A Study from the Electronics and Communication Equipment Retail Industry in the Czech Republic. Quality Access to Success, 2019, roč. 20, č. 172, s. 33-40. ISSN 1582-2559.en
dc.identifier.issn1582-2559
dc.identifier.uri2-s2.0-85073451974
dc.identifier.urihttp://hdl.handle.net/11025/35951
dc.format8 s.cs
dc.format.mimetypeapplication/pdf
dc.language.isoenen
dc.publisherSRACen
dc.relation.ispartofseriesQuality Access to Successen
dc.rights© SRACen
dc.titleCustomer Satisfaction and Enterprise Performance: A Study from the Electronics and Communication Equipment Retail Industry in the Czech Republicen
dc.typečlánekcs
dc.typearticleen
dc.rights.accessopenAccessen
dc.type.versionpublishedVersionen
dc.description.abstract-translatedThe aim of this paper is to identify whether customer satisfaction measured by means of mystery shopping in selected retail companies in the electronics and communication equipment industry and their loyalty expressed by the NPS score correlate with the performance of the selected enterprises. The study contains research into communication with customers at the point of sale and customer satisfaction, with a focus on the five most significant representatives of this industry. The performance of companies is evaluated through the ROA, ROE and ATO indicators based on data available in the Magnusweb database. The study shows that customers satisfied during the sale of products also express their loyalty, which was measured by the NPS score. The said research conducted in the Czech Republic failed to prove the correlation between customer satisfaction and loyalty on the one hand and the selected enterprise performance indicators on the other. The same conclusion has also appeared in several research studies conducted abroad.en
dc.subject.translatedcustomer satisfactionen
dc.subject.translatedCzech Republicen
dc.subject.translatedenterprise performanceen
dc.subject.translatedelectronics and communication equipmenten
dc.subject.translatedretailen
dc.type.statusPeer-revieweden
dc.identifier.obd43926936
dc.project.IDSGS-2017-013/Aplikace nových přístupů v managementu a v marketingucs
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