Quality Management in the Context of Objective and Subjective Business Performance

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Year of publication 2020
Type Article in Proceedings
MU Faculty or unit

Faculty of Economics and Administration

Web https://drive.google.com/drive/folders/1eXLzk-jqxEUmz0_V07qoIblN65cq4SpW
Keywords objective business performance; subjective business performance; quality management; customer satisfaction
Description This paper addresses quality management with a focus on consumer satisfaction measurement in the context of objective and subjective business performance across industrial sectors. The goal of this paper is to identify and analyse differences in quality management between higher and lower performing businesses. The research was conducted quantitatively using a questionnaire and closed scale questions throughout the year 2018. Respondents were managers of the investigated businesses, who (subjectively) evaluated the performance of their own business. Performance was also assessed objectively based on publicly available accounting data, using standard financial indicators. It was found that there are differences in quality management and customer satisfaction measurement between higher and lower performing businesses. It was also found that there are differences between subjective andobjective performance evaluation, leading to the conclusion that these evaluations are not equivalent.
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