Customer Loyalty Measurement at Czech Organizations

Vykydal, David; Halfarová, Petra; Nenadál, Jaroslav

doi:10.12776/qip.v17i1.66

Cited by 6 publications

(4 citation statements)

References 16 publications

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“…This is the reason why one cannot accept the theory considering zero level of complaints as a mark of high customer satisfaction (Nenadál, 2004;Vykydal, et al, 2006;Horváth and Michalkova, 2012).…”

Section: Methodsmentioning

confidence: 99%

Evaluating Customer Satisfaction in the Sphere of Telecomunication Services in Slovakia

Szabó¹,

Socha²,

Socha³

et al. 2014

Proceedings of the Scientific Conference Quality and Leading Innovation´2014

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Purpose: The contribution is a treatise on the issue of quality of the telecommunication services, assessing services of mobile phone operators active in the Slovak market. Based on a survey, it presents evaluation of customer satisfaction with the services provided by the Telefónica Slovakia, Ltd. operating under the trademark of O2. Methodology:In this article, we have shown the possibilities for evaluating customer satisfaction in the telecommunications field. For assessing satisfaction of hundred respondents included in this study, we used a questionnaire in accordance with the Likert's format. Findings:The results shows, although O2 is the shortest time in the Slovak market compared to other providers, that the customers are globally satisfied with the services provided. The questionnaire-based survey has clearly also shown the areas where the Telefónica Slovakia, Ltd. still has to improve and focus its marketing strategy. Value of paper:The main contribution of the article is pointing out to the ways to approach the evaluation of customer satisfaction in the field of customer services, which may yield innovative marketing strategies of a companies.

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Section: Methodsmentioning

confidence: 99%

Evaluating Customer Satisfaction in the Sphere of Telecomunication Services in Slovakia

Szabó¹,

Socha²,

Socha³

et al. 2014

Proceedings of the Scientific Conference Quality and Leading Innovation´2014

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“…Considered in a long-term perspective, organizations can not "survive" without their customers. Consequently, issues related to customer retention or customer loyalty are considered crucial today (Vykydal, Halfarová and Nenadál, 2013). Organizations need to establish an open relationship with customers to receive information about their preferences and to receive feedback on how to fulfil these requirements in the best possible way (Das, Paul and Swierczek, 2008;Flynn, Schroeder and Sakakibara, 1994).…”

Section: Focus On the Customer And Customer Satisfactionmentioning

confidence: 99%

The Analysis of Total Quality Management Critical Success Factors

Kulenović¹,

Folta

Veselinović

2021

QIP Journal

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Purpose: The primary purpose of this paper is to identify the most important factors related to the successful implementation of TQM in the literature and to compare the identified factors with the existing research. Methodology/Approach: By conducting a systematic literature review in three main stages, this research analyzes 13 empirical papers published between 1995 and 2017. Three main stages included: formulation of the problem to be solved by the systematic literature review; definition of inclusion criteria and exclusion of articles; and article search and selection. Findings: Analysing previous research and conducting a literature review, we identify six main critical success factors (CSF): top management leadership and commitment, customer focus, training (employees), procurement management (suppliers), information and analysis, and process management. Research Limitation/Implication: In this paper, we focused solely on the influence of TQM practices on the financial performance of a company. As such, the non-financial performance indicators were not considered. Originality/Value of paper: This paper adds value to the existing literature as it focuses on critical factors of TQM implementation examined in relation to the financial performance of the company and provides a good basis for understanding and developing more complex models.

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“…(own work). For the purpose of H2 hypothesis, a special comparison between the results of similar field research (which was made in 2012) [70] was realized, as well. Main data are sum-marized in Table 5.…”

Section: Hypothesis 2 (H2)mentioning

confidence: 99%

Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example

2021

Self Cite

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The main objective of this article is to present our proposal of complex customer loyalty measurement within external feedback loops as a response of Industry 4.0 concept in the area of advanced quality management for business-to-business (B2B) relationships, as customer loyalty and organisational sustainability are two critical factors for long-term success. To reach the goal, deep literature analysis, special field research, interviews with specialists, and development of a new model of closed-loop quality management systems, which are created for Quality 4.0 environment, were used. A new term, complex customer loyalty, is introduced, and twelve basic steps of its measurement are briefly explained, including a set of loyalty indicators, all regarding specific characteristics of B2B context. Special research confirmed that only about 15% of Czech organisations use some systematic approach to customer loyalty measurement within B2B area. In the majority of Czech B2B organisations, closed-loop quality management systems are mostly in early phases of their development. However, there is no doubt that complex customer loyalty measurement will be an important part of these systems. The proposals presented in this article are mostly universal and should be applied not only to Czech companies.

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Customer Loyalty Measurement at Czech Organizations

Cited by 6 publications

References 16 publications

Evaluating Customer Satisfaction in the Sphere of Telecomunication Services in Slovakia

Evaluating Customer Satisfaction in the Sphere of Telecomunication Services in Slovakia

The Analysis of Total Quality Management Critical Success Factors

Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example

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