You are here

Home » Content

İÇSEL PERFORMANS GÖSTERGELERİ VE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ

RELATION BETWEEN INTERNAL FINANCIAL PERFORMANCE INDICATORS AND CUSTOMER SATISFACTION

Journal Name:

  • Akademik Bakış

Publication Year:

  • 2011

Key Words:

Keywords (Original Language):

Author NameUniversity of Author
Abstract (2. Language): 
Non-financial performance measurement is becoming more and more importance. Therefore be taken into consideration and will inevitably shed light on business activities. The purpose of this study is to test the relationship between customer satisfaction and financial performance. Using data from the Turkish Satisfaction Index, the aim of the study was to evaluate empirically the direct relationship between customer satisfaction and a range of measures of financial performance. To this end, a data set consisting of 37 firm using, relation between customer satisfaction and financial performance over the 2006–2008 periods was investigated.
Bookmark/Search this post with
Abstract (Original Language): 
Finansal olmayan performans ölçümleri, gittikçe daha fazla önem kazanmaktadır. Bu nedenle dikkate alınması ve işletmelerin faaliyetlerine ışık tutması kaçınılmaz olacaktır. Bu çalışmanın amacı, müşteri memnuniyeti ile finansal performans arasındaki ilişkinin test edilmesidir. Türkiye Müşteri Memnuniyeti Endeksi verileri kullanılarak müşteri memnuniyeti ve finansal performans arasındaki doğrudan ilişkinin değerlendirilmesi amaçlanmaktadır. Bu amacı gerçekleştirmek üzere, 37 işletmenin 2006–2008 dönemine ait veri seti üzerinde inceleme yapılmıştır.
FULL TEXT (PDF): 
PDF icon arastirmax-icsel-performans-gostergeleri-musteri-memnuniyeti-iliskisi.pdf
  • 23
1-17
  • Turkish

REFERENCES

References: 

ANDERSON, Eugene. W.; FORNELL, Claes.; LEHMANN, Donald. R. (1994). “Customer
Satisfaction, Market Share and Profitability: Findings From Sweden”, Journal of Marketing.
Vol: 58, July.
ANDERSON, Eugene. W.; FORNELL, Claes.; MAZVANCHERYL, Sanal. K.(2004). “Customer
Satisfaction and Shareholder Value”, Journal of Marketing. Vol: 68, October .
BANKER, Rajiv. D.; POTTER, Gordon.; SRINIVASAN, Dhinu. (2000). “An Empirical
Investigation of An Incentive Plan that Includes Nonfinancial Performance Measures”, The
Accounting Review. Vol: 75, No: 1, January .
BANKER, Rajiv.D.; MASHRUWALA, Raj. (2007). “The Moderating Role of Competition in the
Relationship Between Nonfinancial Measures and Future Financial Performance”,
Contemporary Accounting Research. Vol: 24, No: 3, Fall.
BEHN, B. K.; RILEY, Richard. A. (1999). “Using Nonfinancial Information to Predict Financial
Performance : The Case of The U.S. Airline Industry”, Journal of Accounting, Auditing,
Finance. Vol: 14.
CAPON, Noel.; FARLEY, John. U.; HOENIG, Scott. (1990). “Determinants of Financial
Performance: A Meta Analysis”, Management Science. Vol: 36, No: 10, October.
CROTEAU, Anne. M.; BERGERON, François. (2001). “An Information Technology Trilogy:
Business Strategy, Technological Deployment & Organizational Performance”, Journal of
Strategic Information Systems. Vol: 10.
DARDAN, S.; STYLIANOU, A.; KUMAR, R. (2006-2007). “The Impact of Customer-Related
It Investments on Customer Satisfaction and Shareholder Returns”, Journal of Computer
Information Systems. Winter.
EDVARDSSON, Bo.; JOHNSON, Michael. D.; GUSTAFSSON, Anders. (2000). STRANDVIK,
Tore. “The Effects of Satisfaction and Loyalty on Profits and Growth: Products Versus
Services”, Total Quality Management. Vol: 11, No: 7.
FORNELL, Claes.; MITHAS, Sunil.; MORGESON III, Forrest.; KRISHNAN, M. S. (2006).
“Customer Satisfaction and Stock Prices: High Returns, Low Risk”, Journal of Marketing.
Vol: 70, January.
GREGORY, G. Dess.; RICHARD, B. Robinson. (1984). “Measuring Organizational Performance
in the Absence of Objective Measures: The Case of the Privately-Held Firm and
Conglomerate Business Unit”, Strategic Management Journal. Vol: 5.
GUO, Chiquan.; KUMAR, Anand.; JIRAPORN, Pornsit. (2004). “Customer Satisfaction and
Profitability: is There a Lagged Effect?”, Journal of Strategic Marketing. No:12, September.
HALLOWELL, Roger. (1996). “The Relationships of Customer Satisfaction, Customer Loyalty,
and Profitability: An Empirical Study”, International Journal of Service Industry
Management. Vol: 7, No: 4.
HORNGREN, Charles. T. (2004). “Management Accounting: Some Comments”, Journal of
Management Accounting Research. Vol: 16.
HUGHES, K. E. (2000). “The Value Relevance of Nonfinancial Measures of Air Pollution in the
Electric Utility Industry”, The Accounting Review. Vol: 75, No: 2, April.
ITTNER, Christopher. D. (2008). “Does Measuring Intangibles for Management Purposes
Improve Performance? A Review of The Evidence”, Accounting and Business Research.
Vol: 38, No:3.
ITTNER, Christopher. D.; LARCKER, David. F. (1998). “Are Nonfinancial Measures Leading
Indicators of Financial Performance? An Analysis of Customer Satisfaction”, Journal of
Accounting Research. Vol: 36.
MORGAN, Neil. A.; REGO, Lopo. L. (2006). “The Value of Different Customer Satisfaction and
Loyalty Metrics in Predicting Business Performance”, Marketing Science. Vol: 25, No: 5,
September-October.
NANCY J. Miller.; TERRY L. Besser.; LuAnn R. Gaskill.; Stephen G. Sapp. (2002).
“Community & Managerial Predictors of Performance in Small Rural US Retail & Service
Firms”, Journal of Retailing and Consumer Services.
RUST, Roland.; ZAHORIK, Anthony. (1993). “Customer Satisfaction, Customer Retention and
Market Share”, Journal of Retailing. Vol: 69, Summer.
SURYSEKAR, Krishnamuthy. (2003). “A Note on The Interaction Effects of Non-Financial
Measures of Performance”, Management Accounting Research. Vol: 14.
YEUNG, Matthew. C. H.; ENNEW, Christine. T. (2001). “ Measuring the Impact of Customer
Satisfaction on Profitability: A Sectoral Analysis”, Journal of Targeting, Measurement and
Analysis for Marketing. Vol: 10.
YEUNG, Matthew. C. H.; ENNEW, Christine. T. (2000). “From Customer Satisfaction to
Profitability”, Journal of Strategic Marketing. Vol: 8.
WILLIAMSON, John. “Profit, Growth and Sales Maximiztion”, Economica. February.
TÜRKİYE MÜŞTERİ MEMNUNİYETİ ENDEKSİ, www.tmme.org.tr (Erişim Tarihi:
23.08.2009)
FİNNET ELEKTRONİK YAYINCILIK DATA İLETİŞİM, www.finnet.com.tr (Erişim Tarihi:
23.08.2009)
İSTANBUL MENKUL KIYMETLER BORSASI, www.imkb.gov.tr (Erişim Tarihi: 12.07.2009)

Thank you for copying data from http://www.arastirmax.com