Izvorni znanstveni članak
https://doi.org/10.31784/zvr.14.1.13
Analysis of the impact of customer satisfaction on organizational performance in the dental supply chain
Luka Samaržija
orcid.org/0000-0001-7286-2126
; University of Rijeka, Faculty of Economics and Business, Rijeka, Croatia
*
Hrvoje Pezo
; Croatian Chamber of Dental Medicine, Zagreb, Croatia
Nikolina Dukić Samaržija
; University of Rijeka, Faculty of Economics and Business, Rijeka, Croatia
* Dopisni autor.
Sažetak
The article “Analysis of the Impact of Customer Satisfaction on Organizational Performance in the Dental Supply Chain” presents a study involving participants from various levels of the dental supply chain in the Republic of Croatia. Analyzing customer satisfaction in supply chain management is crucial due to its complexity and multifaceted nature, which varies significantly across different businesses. In the Republic of Croatia, dental care is highly fragmented and dependent on small private clinics; thus, the objective of the study is to determine whether patient satisfaction positively influences the organizational performance of clinics within the dental supply chain. The research instrument used was a questionnaire completed by management personnel of dental clinics and by patients, who are the end users of dental supply chain services. The research sample comprised 102 accurately completed questionnaires from clinic managers and 914 surveys from patients. After the collection of the surveys, the data underwent statistical analysis using SPSS software. In the initial phase of statistical data processing, it was established that customer satisfaction is evaluated based on the relationship between dentist and patient, organizational aspects prior to service provision, satisfaction with pricing and competencies, and overall consumer contentment. In the second phase, the correlation between customer satisfaction and organizational performance was assessed, revealing no positive and significant link between the analyzed variables (β = 0.170). This study serves as a foundation for future research on the influence of customer satisfaction on organizational performance within dental supply chains.
Ključne riječi
supply chain management; dental industry; customer satisfaction; organizational performance
Hrčak ID:
348188
URI
Datum izdavanja:
3.7.2026.
Posjeta: 0 *