Výkonnost podniku, spokojenost zákazníka, kvalita a její řízení v podniku – návrh koncepčního rámce pro měření vztahů
| Title in English | Business Performance, Customer Satisfaction, Quality and its Management in Enterprise - Draft of Conceptual Framework for Relationship Measurement |
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| Authors | |
| Year of publication | 2018 |
| Type | Article in Proceedings |
| Conference | Nové smery v IKT, podnikovom hospodárstve a jazykovej komunikácii |
| MU Faculty or unit | |
| Citation | |
| Keywords | business performance; customer satisfaction; quality management; product quality |
| Description | The subject of the paper is to propose a conceptual framework and appropriate indicators to measure the relationship between financial performance, customer satisfaction, product quality and quality management in the enterprise. The aim of the article is to design a model linking enterprise performance, customer satisfaction, quality control and product quality. The partial objective of the article is to identify individual variables and to create a questionnaire to identify these variables, including the identification of the interrelationships between the variables examined. Using the literary search method, all the variables examined were identified and a questionnaire was constructed to measure and, if necessary, construct constructs. Within the identified variables, or constructs, we can also search for interrelationships using advanced statistical methods such as multiple regressions or modeling using structural equations. |
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