Výsledky vyhledávání

Customer satisfaction index and financial performance: a European cross country study

Autor: Olga Podkorytova, Anastasia Golovkova, Aleksandra Malova, Jan Eklöf

Publikováno v: International Journal of Bank Marketing. 37:479-491

Purpose The purpose of this paper is to examine the relationship between customer satisfaction measured as Extended Performance Satisfaction Index (EPSI) and the financial performance of the banking sector for seven European countries over the period

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_________::45d64ef32f1abb296f94cb8dc24ffbd9
https://doi.org/10.1108/ijbm-10-2017-0210

Zobrazit plný text záznamu

Linking customer satisfaction with financial performance: an empirical study of Scandinavian banks

Autor: Jan Eklöf, Aleksandra Malova, Olga Podkorytova

Publikováno v: Total Quality Management & Business Excellence. 31:1684-1702

It is generally assumed that increased satisfaction levels lead to improved financial performance. However, this assumed relationship is, by and large, still to be proven in a more general setting,...

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_________::6b449117f8ac292d962c052669b5257e
https://doi.org/10.1080/14783363.2018.1504621

Zobrazit plný text záznamu

Customer perception measures driving financial performance: theoretical and empirical work for a large decentralized banking group

Autor: Johan Parmler, Olga Podkorytova, Katerina Hellström, Aleksandra Malova, Jan Eklöf

Publikováno v: Measuring Business Excellence. 21:239-249

Purpose The purpose of this paper is to assess the usefulness and efficiency of customer-based measures such as customer satisfaction (CSI) and perceived loyalty for monitoring and enhancing the financial performance in corporations. Design/methodolo

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_________::a956659631d7ee3b48f1e831d80e8307
https://doi.org/10.1108/mbe-12-2016-0059

Zobrazit plný text záznamu

Customer Perception Measures Driving Financial Performance - Theoretical and Empirical Work for a Large Decentralized Banking Group

Autor: Johan Parmler, Katerina Hellström, Olga Podkorytova, Aleksandra Malova, Jan Eklöf

Publikováno v: SSRN Electronic Journal.

There are many references in literature to customer satisfaction and related non-financial measures driving the financial performance of a company. Here we report results of analysis in the North-European financial sector, mainly banking. Based on pr

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_________::2b871920ce9d605785fca4397f6b1a46
https://doi.org/10.2139/ssrn.2859104

Zobrazit plný text záznamu

Human aspect in service quality: EPSI benchmark studies

Autor: Irina Selivanova, Jan Eklöf

Publikováno v: Total Quality Management & Business Excellence. 19:827-841

This article presents an integrated approach for analysing interaction between employee and external customer satisfaction. It is generally accepted that satisfied employees would support and enhance satisfaction among external customers, which in tu

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_________::7401440b795ffb9927f870e471c58977
https://doi.org/10.1080/14783360802159493

Zobrazit plný text záznamu

Plný text ve formátu HTML

The pan-European customer satisfaction index programme—current work and the way ahead

Autor: Anders H. Westlund, Jan Eklöf

Publikováno v: Total Quality Management. 13:1099-1106

Any organization has to listen to its external customers and clients. In a number of studies it has been shown that the long-term success of a corporation is closely related to its possibility to adapting to customer needs and changing preferences. S

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_________::e79b8fa6deb65a8b8ede18ee070fd59b
https://doi.org/10.1080/09544120200000005

Zobrazit plný text záznamu

Structural analysis and measurement of customer perceptions, assuming measurement and specifications errors

Autor: Claes M. Cassel, Peter Hackl, Anders H. Westlund, Jan Eklöf

Publikováno v: Total Quality Management. 12:873-881

In previous research (e.g. Cassel et al., 1999,Journal of Applied Statistics26, pp. 435-446; Cassel et al., 2000, Total Quality Management, 11, pp. 897-907) the bias and precision effects, for various specification problems, on the structural analysi

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_________::4466531c861bc3bae02da06cc22fcb4a
https://doi.org/10.1080/09544120100000010

Zobrazit plný text záznamu

Living Condition Index measurements and analysis in Saint Petersburg, Russia

Autor: Claes M. Cassel, Irina Selivanova, I. Dukeov, Jan Eklöf, L. Murguletz

Publikováno v: Total Quality Management. 12:1031-1046

Traditional methods to monitor and measure well-being and poverty are mainly based on comprehensive household surveys or pure monetary approaches. They have to be comprehensive or complemented by administrative data to give a thorough overview of the

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_________::3a8f6ba3b177f9bbc0e43a4a2ec1fc8f
https://doi.org/10.1080/09544120100000031

Zobrazit plný text záznamu

Vyhledávací nástroje:

Upřesnit hledání