Investigating the Impacts of Customer Satisfaction on Firm Performance

Autor:	Lianny Leo, Lindawati Gani, Johnny Jermias
Jazyk:	angličtina
Rok vydání:	2009
Předmět:	customer satisfaction firm performance non-financial measures Business HF5001-6182
Zdroj:	Gadjah Mada International Journal of Business, Vol 11, Iss 3, Pp 341-359 (2009)
Druh dokumentu:	article
ISSN:	1411-1128 2338-7238
DOI:	10.22146/gamaijb.5519
Popis:	The purpose of this study is to investigate the impact of customer satisfaction on firm performance. We argue that a firm’s financial performance will be positively affected by its ability to satisfy its customers. By satisfying its customers, a firm increases its ability to acquire new customers, retain existing customers, and increase customer profitability. Based on sample of firms listed on the Indonesian Stock Exchange, we hypothesize and find that customer satisfaction is positively and significantly related to firm performance in terms of return on assets and market value of equity. These findings are consistent with the view that customer satisfaction is a leading indicator of financial performance.
Databáze:	Directory of Open Access Journals
Externí odkaz:	https://doaj.org/article/c8218b61523f493180420678475943e7 Zobrazit plný text záznamu View record in DOAJ Plný text ve formátu PDF