Author:
Klapalová Alena,Suchánek Petr,Škapa Radoslav
Abstract
The subject of the publication is the research of customer satisfaction and its connection with company performance, quality, innovation and knowledge. The main goal is to analyze the mutual relations of the above factors, including their systematization on the basis of empirical findings in companies across industries in the CR. The publication captures a theoretical analysis of the basic relationships of the above quantities and discusses them with the results of the analysis of primary data from companies. The purpose is to clarify to what extent connections assumed in the literature are reflected in the Czech environment and how much they influence the subjective and objective performance of companies. Both types of indicators were used in the construction of models and it was found that results based on them differ and that models within the different indicators also differ.