Reflection of Customer Satisfaction in Selected Performance Indicators of Food Enterprises
Reflection of Customer Satisfaction in Selected Performance Indicators of Food Enterprises

Author(s): Petr Suchánek, Maria Králová
Subject(s): Business Economy / Management, Marketing / Advertising, Socio-Economic Research
Published by: Masarykova univerzita nakladatelství
Keywords: consumer satisfaction; performance; food industry; ratios; investors’ strategy;
Summary/Abstract: The aim of this article is to describe characteristic features of food industry enterprises in Czech Republic in relation to customer satisfaction with respect to investors’ diverse objectives. The performance of companies, measured by financial ratios such as ROA, ROE, ATO, EVA, etc., can be connected to different goals that investors might pursue (focusing on a long-term or short-term perspective, minimum risk, a preference for high turnover, etc.). The research shows what the typical values of selected financial ratios are in a group of companies with more satisfied or less satisfied customers and what financial ratios are significantly associated with customer satisfaction. These results may serve as a clue that helps investors to determine which companies best correspond with their goals. This paper is part of consumer satisfaction research based on a questionnaire on satisfaction completed by customers in 2015. The data related to the financial performance of enterprises are available in the Albertina database.

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