Analýza vývoje kvality a výkonnosti potravinářských podniků

Abstract

The subject of the article is an analysis of the performance and quality of the food business and it presents partial results of a complex longitudinal study of business quality and performance conducted on Masaryk University. The quality is measured by means of customer satisfaction and business performance by financial indicators. This article aims to explain the relationship betwee n quality and performance when evaluating annual changes. Article answers the following research questions: Is the annual change in the quality perceived by custome rs directly proportional to the financial performance of companies? How are the changes in c ustomer satisfaction reflected in performance of the producers? The primary data were collected by two questionnaire surveys conducted in years 2014 and 2015 on a group of Czech students. The secondary data are based on annual financial reports of twenty s ix compared businesses. The businesses were divided into two groups based on change in their perceived quality and then the financial and quality indicators of these groups were compared. The results show that there is a direct p roportion between the chang e of customer satisfaction and change of financial performance. The overall satisfaction seems to be more important than technical parameters of the product or other variables. In other words, the perceived quality may have greater influence on business pe rformance than techn ical quality parameters. The year - on - year changes of customer satisfaction seem to have sig nificant impact on variation of busi ness profitability. Although the sample of customers is repr esented mostly by students, the results indicate tendency to pay higher price for products with higher perceived quality