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Review of Economic Perspectives

Národohospodárský obzor; The Journal of Masaryk University

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Volume 14, Issue 4


Customer Satisfaction, Product Quality and Performance of Companies

Petr Suchánek
  • 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
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/ Jiří Richter
  • 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
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/ Maria Králová
  • 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
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Published Online: 2015-01-29 | DOI: https://doi.org/10.1515/revecp-2015-0003


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.

Keywords: Customer satisfaction; product quality; performance of a company

JEL: L15; L25


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About the article

Published Online: 2015-01-29

Citation Information: Review of Economic Perspectives, Volume 14, Issue 4, Pages 329–344, ISSN (Online) 1804-1663, DOI: https://doi.org/10.1515/revecp-2015-0003.

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© 2014 Petr Suchánek et. al.. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License. BY-NC-ND 3.0

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