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Development of Corporate Performance Management in the Context of Customer Satisfaction Measurement

Citace:
DVOŘÁKOVÁ, L., FALTEJSKOVÁ, O. Development of Corporate Performance Management in the Context of Customer Satisfaction Measurement. 2016., ISBN: 978-600-7826-00-3,
Druh: DALŠÍ AKTIVITY
Jazyk publikace: eng
Anglický název: Development of Corporate Performance Management in the Context of Customer Satisfaction Measurement
Rok vydání: 2016
Autoři: Prof. Ing. Lilia Dvořáková CSc. , Ing. Olga Faltejsková
Abstrakt EN: The paper presents the research results in the area of Net Promoter Score integration into the corporate performance measurement and management with the target to develop performance measurement and management methods in the paradigm of the 21st century. The primary goal of this research was create a corporate performance model within conditions of the automotive industry on the basis of economic value added within context of customer´s satisfaction. Critical analysis and customer satisfaction and loyalty measurement and management evaluation was performed based on the immediate customer experience principles in the context of modern methods of enterprise performance measurement and management. The results of the performed empiric research proved and demonstrated the expediency of NPS use for customers‘ satisfaction measurement in the automotive industry area and on the personal car market in the Czech Republic, including the confirmation of suitability and significance of NPS integration into the financial performance measurement system based on the economic value added method. The authors define the issues as for the globalization that leads to individualization of the product according to the customer´s requests, and also to shortening of its life cycle. Under these conditions, the customer becomes the most important indicator of market success. The customer´s satisfaction and loyalty are measured by enterprises to enable creation conditions for stable growth of their performance. The inquiry research was the basis for gaining of the primary data source for the customer´s satisfaction and loyalty measurements on the Net Promoter Score principle. The analysis of the personal car from the consumer´s satisfaction and loyalty to the brand mark point of view also provides knowledge on the product´s attributes, important for the economic value added development.
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