顾客满意度对企业财务成果的影响  

Linking Customer Satisfaction to Financial Achievement of Enterprise

作　　者：李金伟[1] 

机构地区：[1]泰山职业技术学院,山东泰安271000

出　　处：《山东商业职业技术学院学报》2012年第3期15-18,共4页Journal of Shandong Institute of Commerce and Technology

摘　　要：通过研究顾客满意度与企业财务指标之间的关系,分析了顾客满意度对企业财务成果的影响作用。首先,在对先行研究进行分析的基础上,得出了顾客满意最能反映企业收益率指标的结论。其次,为了解各产业之间的差异,分别针对制造业和服务业进行了分析和研究。最后,为了解顾客满意对企业财务成果的滚动影响效果,进行了当期和前期的比较研究。The paper is studying the relationship between customer satisfaction and financial results, and the impact of analytical customer satisfaction over business finance achievement. First, on the basis of studying, this paper reaches an index conclusion that customer satisfaction can most reflect enterprise earning ratio. Secondly, in order to understand the difference between the industries, manufactures and services are analyzed and studied. Last, in order to understand the impact of customer satisfaction to the enterprise financial results, this paper makes the comparative study between the current and pre -period.

关 键 词：顾客满意度 财务成果 CCSI 

分 类 号：F275[经济管理—企业管理]