Publication details
Spokojenost zákazníků, loajalita zákazníků a výkonnost potravinářských podniků
| Title in English | Customer Satisfaction, Customer Loyalty and Performance of Food Industry Enterprises |
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| Authors | |
| Year of publication | 2016 |
| Type | Article in Proceedings |
| Conference | Aktuálne problémy podnikovej sféry 2016 |
| MU Faculty or unit | |
| Citation | |
| Field | Management and administrative |
| Keywords | Customer satisfaction; customer loyalty; performance of the enterprise; financial ratios; enterprises of food industry |
| Description | The aim of this article is to find the relationship between customer satisfaction, customer loyalty and business performance of manufacturing enterprises (namely from the area of food industry). The issue of the research is to determine those factors of customer satisfaction and loyalty which affect the financial performance of food industry enterprises. The article is based on a finding that customer satisfaction is reflected in its loyalty to the enterprise and loyalty is consequently reflected in the enterprise performance (profitability). The research was conducted on the basis of questionnaire completed by students representing population of young informed customers. The randomly selected food industry enterprises were evaluated from the customers’ perspective and their financial performance was evaluated on the basis of the accounting data. |
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