The Relationship Between Nonfinancial Measurements and Company Performance - Based on the Level of Customer Satisfaction

DOI

10.2991/assehr.k.200826.015How to use a DOI?

Keywords

Customer satisfaction, Company performance, Customer loyalty, Accounting measures, Financial performance

Abstract

In this paper, the authors analyze the relationship between customer satisfaction and company performance and mainly talk about the major influence of customer satisfaction. This research examines company performance into financial and nonfinancial parts and provides a way to measure the company performance, which is called the balanced scorecard. The results indicate that customer satisfaction has four impacts on the company that includes four items, (1) increase customer loyalty, (2) complement accounting measures, (3) improve profitability, and (4) predict future financial performance. There are four parts that the company can do to increase the level of customer satisfaction. Improve the price-quality ratio, the efficiency of the process, customer service quality, and employee satisfaction.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Qi Wu
AU  - Yingqi Pan
AU  - Peicong Zhou
AU  - Chengcheng Li
PY  - 2020
DA  - 2020/08/28
TI  - The Relationship Between Nonfinancial Measurements and Company Performance - Based on the Level of Customer Satisfaction
BT  - Proceedings of the 2020 4th International Seminar on Education, Management and Social Sciences (ISEMSS 2020)
PB  - Atlantis Press
SP  - 70
EP  - 75
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.200826.015
DO  - 10.2991/assehr.k.200826.015
ID  - Wu2020
ER  -