scholarly journals Does Customer Satisfaction Really Lead Company to Financial Success? A Review and Meta-analysis

2019 ◽  
Vol 1 (1) ◽  
pp. 37
Author(s):  
Y. Suharyanti ◽  
D.M.R.T. Dewa
Keyword(s):  
Customer Satisfaction ◽  
Financial Performance ◽  
Success Factors ◽  
Meta Analysis ◽  
Geographical Area ◽  
Marketing Research ◽  
Correlation Coefficients ◽  
Service Industries ◽  
Customer Relationship ◽  
Financial Success

All the theories about market and marketing research, customer relationship management, and business in general, believe that customer satisfaction is one of the main factors for company financial success. However, a survey on 64 studies shows a wide variation of the correlation between customer satisfaction and financial performance. The correlation coefficients are varied from -0.256 to 0.899. This study applies a meta-analysis on those 64 studies’ findings to find the true correlation between customer satisfaction and financial performance. The analysis clusters the 64 studies based on year of research, business category observed, and geographical area of research. The result shows that the correlation between customer satisfaction and financial performance is relatively high (0.525) before 1990, becomes confusing (not-significantly correlated) in 1991-2000, increases (0.626) in 2001-2010, and decreases (0.595) after 2011. Based on business category, the two variables are not significantly correlated both in manufacturing industries and in service industries. The two variables are significantly correlated according to the studies conducted in Europe region (0.566) and Asia-Africa (0.657), but could not to be proven significantly correlated in USA region. The insights from the meta-analysis findings are: (1) the customer satisfaction role is change by time as well as the changes of industry environment, so that research on customer satisfaction will always be beneficial; (2) in individualist society like USA, further researches on customer behavior and culture are required to find more clear explanation about the role of customer satisfaction as well as other financial success factors, on the company performance. 

Customer Relationship Management in Tourism in the Digitalization Process

2022 ◽  
pp. 190-213
Author(s):  
İsmail Çalık
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Business Performance ◽  
Success Factors ◽  
Relationship Management ◽  
Customer Relationship ◽  
Tourism Sector ◽  
The Impact ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

Thischapter aimed to explicate CRM concept along with its distinct dimensions. Following the explanation of the denotation, evolution, and types of the CRM concept, the benefits of CRM, success factors, and possible causes for downfall are discussed. Another section of the chapter considers the role and evolution of CRM in the digitization process. This part introduces the reader to the concepts of E-CRM and SCRM that arose during the process, as well as the success conditions and essential aspects of these approaches. This section examines the relationship between customer satisfaction and loyalty in the tourism sector, the impact of CRM on business performance, and CRM applications in the context of destination management. In the last part, CRM practices and approaches in Turkey were discussed in terms of destination management and tourism businesses, and some applications and modules employed in the digitalization process are included.

Studying the Impact of Egyptian Hotels' Websites Marketing on Customers' E-Satisfaction

2017 ◽  
Vol 1 (2) ◽  
pp. 53-63
Author(s):  
Nancy Awad ◽  
Sherif Saad Soliman
Keyword(s):  
Customer Satisfaction ◽  
Information Quality ◽  
Success Factors ◽  
Brand Image ◽  
Quality System ◽  
Customer Relationship ◽  
System Safety ◽  
The Impact ◽  
Intention To Revisit

The purpose of this research is to study the impact of Egyptian hotels' websites marketing on customer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction success factors (website information quality, system convenience, system safety, service quality, expectations and perceptions for hotel services and facilities, and intention to revisit) This questionnaire included items pertaining to the customer satisfaction success factors (website information quality, system convening Egyptian hotels' websites marketing. The study focused on five star hotels. Most of the customers were dissatisfied about websites marketing in the Egyptian hotels. Enhancing quality of the marketing websites in the hospitality business leads to sustaining hotel-customer relationship, customers E-satisfaction, E-loyalty, increasing the number of new customers, improving the brand image of the Egyptian hotels, and consequently achieve profitability.

A Meta Analytic Review of the Relationship between Emotional Intelligence and Leadership Effectiveness

2019 ◽  
Vol 118 (9) ◽  
pp. 118-126
Author(s):  
Augusty P. A ◽  
Jain Mathew
Keyword(s):  
Systematic Review ◽  
Emotional Intelligence ◽  
Direct Relationship ◽  
Effective Leadership ◽  
Leadership Effectiveness ◽  
Meta Analysis ◽  
Correlation Coefficients ◽  
Review Of Literature ◽  
Analytic Review ◽  
The Relationship

The study evaluates the relationship between Emotional Intelligence and Leadership Effectiveness through a Systematic Review of Literature. The relationship has been evaluated in two steps. First, a Systematic review of literature was done to provide a theoretical framework to link the dimensions of Emotional Intelligence to the elements of effective leadership. Meta-analysis was then used to consolidate empirical evidence of the relationship. The studies for the meta-analysis were sourced from Pro Quest and EBSCO and the correlation coefficients of the studies were analysed. Only articles that presented the direct relationship between the variables were included in the study. The results of the analysis revealed a strong, statistically significant relationship between emotional intelligence and effective leadership. The findings of the study provide evidence for the proposition that Emotional Intelligence and Leadership Effectiveness are interrelated.

Website Information Security and Privacy Concerns in 4IR: The Moderating Role of Trust in B2C e-Commerce

10.29007/jlq6 ◽  
2019 ◽  
Author(s):  
Thabang Mofokeng
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Success Factors ◽  
Industrial Revolution ◽  
Emerging Market ◽  
Security And Privacy ◽  
Future Research ◽  
Privacy And Security ◽  
Customer Trust

The technology devices introduced in recent years are not only vulnerable to Internet risks but are also unable to elevate the growth of B2C e-commerce. These concerns are particularly relevant today, as the world transitions into the Fourth Industrial Revolution. To date, existing research has largely focused on obstacles to customer loyalty. Studies have tested e-commerce models guided by the establishment of trusting, satisfied and loyal consumers in various international contexts. In South Africa, however, as an emerging market, there has been limited research on the success factors of online shopping.This study examines the influence of security and privacy on trust, seen as a moderator of customer satisfaction, which in turn, has an effect on loyalty towards websites. Based on an exhaustive review of literature, a conceptual model is proposed on the relationships between security and privacy on the one hand, and customer trust, satisfaction and loyalty on the other. A total of 250 structured, self-administered questionnaires was distributed to a purposively selected sample of respondents using face-to-face surveys in Johannesburg, South Africa. A multivariate data analysis technique was used to draw inferences from the data. With an 80.1% response rate, the findings showed that privacy and security do influence customer trust; security strongly influences customer trust and weakly influences satisfaction. In South Africa, customer loyalty towards websites is strongly determined by satisfaction and weakly determined by trust. Trust significantly moderates the effect of customer satisfaction on loyalty. The study implications and limitations are presented and future research directions are suggested.

Understanding the Relationship Between Customer Satisfaction, Customer Engagement and Repeat Purchase Behaviour

2021 ◽  
pp. 097226292199259
Author(s):  
Devika Rani Sharma ◽  
Balgopal Singh
Keyword(s):  
Customer Satisfaction ◽  
Relationship Building ◽  
Customer Relationship ◽  
Mediation Effect ◽  
Customer Engagement ◽  
Mediating Role ◽  
Repeat Purchase ◽  
Building Activities ◽  
The Relationship

Emergence of technology has not only boosted the growth of customer engagement but has also paved way for customers to become active co-creators with the firms. Customer engagement activities are taking over the customer relationship building activities in the present scenario. Customers’ experience with a particular brand has its impact on satisfaction levels and their repurchasing intention in future as well. According to Rosetta Consulting report an engaged customer is likely to buy 90% more frequently and may spend 300% more than other customers. Hence, the present has tried to understand the mediating role of satisfaction on customer engagement in retaining the customers or persuading the customers to repurchase. The results show that there exists a significant mediation effect of customer satisfaction in influencing their repeat purchase behaviour.

The Cagey C-test Construct: Some Evidence from a Meta-analysis of Correlation Coefficients

System ◽  
2021 ◽  
pp. 102526
Author(s):  
Todd H. McKay ◽  
Yasser Teimouri ◽  
Ayşenur Sağdiç ◽  
Bradford Salen ◽  
Derek Reagan ◽  
...  
Keyword(s):  
Meta Analysis ◽  
Correlation Coefficients

scholarly journals The Link Between SRI and Financial Performance: Effects and Moderators

2013 ◽  
Vol 17 (2) ◽  
pp. 105-122 ◽  
Author(s):  
Christophe Revelli ◽  
Jean-Laurent Viviani
Keyword(s):  
Financial Performance ◽  
Meta Analysis ◽  
Socially Responsible Investment ◽  
Empirical Literature ◽  
Empirical Methods ◽  
Socially Responsible ◽  
Responsible Investment ◽  
Counting Approach ◽  
Performance Effects ◽  
Vote Counting

Over the last twenty years, the debate on financial performance of socially responsible investment (SRI) has not yielded a clear consensus, arguing mainly that there was no difference in performance between SRI and ‘conventional’ investment, although SRI could underperform or outperform in some cases. Our research, based on a meta-analysis ‘vote-counting’ approach of the empirical literature, allows us to observe that the effects of SRI on financial performance are multiple. Second, we conclude that the financial performance of SRI is radically changing according to the empirical methods employed by researchers.

Sign in / Sign up

Export Citation Format

Share Document