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Investigating the Impacts of Customer Satisfaction on Firm Performance
Gadjah Mada International Journal of Business
View Archive Info| Field | Value | |
| Title |
Investigating the Impacts of Customer Satisfaction on Firm Performance
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| Creator |
Leo, Lianny
Gani, Lindawati Jermias, Johnny |
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| Subject |
customer satisfaction; firm performance; non-financial measures
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| Description |
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.
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| Publisher |
Master of Management, Faculty of Economics and Business, Universitas Gadjah Mada
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| Date |
2009-09-12
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
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| Format |
application/pdf
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| Identifier |
http://journal.ugm.ac.id/gamaijb/article/view/5519
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| Source |
Gadjah Mada International Journal of Business; Vol 11, No 3 (2009): September - December; 341 - 359
2338-7238 1411-1128 |
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| Language |
eng
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| Relation |
http://journal.ugm.ac.id/gamaijb/article/view/5519/4491
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