바로가기메뉴

본문 바로가기 주메뉴 바로가기

ACOMS+ 및 학술지 리포지터리 설명회

  • 한국과학기술정보연구원(KISTI) 서울분원 대회의실(별관 3층)
  • 2024년 07월 03일(수) 13:30
사전등록 바로가기
 

logo

  • P-ISSN1738-3110
  • E-ISSN2093-7717
  • SCOPUS, ESCI

ISSN : 1738-3110

논문 상세

이전 다음
선공개 논문 논문 투고

Vol.16 No.9

Citation Share

How Does the Time Variation of Customer Satisfaction Affect Korean Retail Firms' Performance?

How Does the Time Variation of Customer Satisfaction Affect Korean Retail Firms’ Performance?

The Journal of Distribution Science(JDS) / The Journal of Distribution Science, (P)1738-3110; (E)2093-7717
2018, v.16 no.9, pp.53-58
https://doi.org/https://doi.org/10.15722/jds.16.9.201809.53
Kim, Mi-Jeong (School of Mathematics and Applied Statistics, Kyungsung University)
Park, Chul-Ju (Department of Business Administration, Sahmyook University)
Kim, Mi-Jeong, & Park, Chul-Ju. (2018). How Does the Time Variation of Customer Satisfaction Affect Korean Retail Firms' Performance?. The Journal of Distribution Science(JDS), 16(9), 53-58, https://doi.org/https://doi.org/10.15722/jds.16.9.201809.53

Abstract

Purpose - This study aims to examine how the time variations of customer satisfaction influence retail firms' performance. Research design, data, and methodology - The study employs yearly time series customer satisfaction data of Korean retail secured from the National Customer Satisfaction Index(NCSI) for the 2011~2016 period. Our data includes a total of 90 observations of 15 retail firms in 5 different sector(department store, filling station, large discount store, open market, TV home shopping). We obtained the firm performance data from the KIS Value database. The variables for financial performance include sales and net profit. Results - The results show that customer satisfaction has dynamic effects on retail firms' performance. More specifically, the time variation of customer satisfaction has the moderating effect on the linkage between customer satisfaction and financial performance as well as direct effects on the firms' financial performance. Conclusions - Customer satisfaction has the current effect lasting over time on firm performance and changes of customer satisfaction in positive direction also impact on firm performance. Retail firms need to not only focus on improving customer satisfaction in the current term, but make efforts to continuously enhance customer satisfaction in the long term.

keywords
Customer Satisfaction, Time Variation of Customer Satisfaction, Firm Performance, Retail Firm

참고문헌

1.

Anderson, E.W., Fornell, C., & Lehmann, D. R.(1994). Customer satisfaction, market share, and profitability:Findings from Sweden. Journal of Marketing, 58(3), 53-66.

2.

Anderson, E. W., Fornell, C., Lehmann, D. R., & Rust, R. T.(1997). Customer satisfaction, productivity and profitability: Differences between goods and services. Marketing Science, 16(2), 129-145.

3.

Anderson, E. W., & Mittal, V.(2000). Strengthening the satisfaction-profit chain. Journal of Service Research, 3(2), 107-120.

4.

Banker, R. D., Potter, G., & Srinivasan, D.(2000). An empirical investigation of an incentive plan that includes nonfinancial performance measures. The Accounting Review, 75(1), 65-92.

5.

Bernhardt, K. L., Donthu, N., & Kennett, P. A.(2000). A longitudinal analysis of satisfaction and profitability. Journal of Business Research, 47, 161-171.

6.

Fornell, C.(1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-21.

7.

Griffin, A., & Hauser, J. R.(1993). The voice of the customer. Marketing Science, 12(1), 1-27.

8.

Gomez, M. I., McLaughlin, E. W., & Wittink, D. R.(2004). Customer satisfaction and retail sales performance: An empirical investigation. Journal of Retailing, 80, 265–278.

9.

Ittner, C. D., & Larcker, D. F.(1998). Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction. Journal of Accounting Research, 36(1), 1-35.

10.

Ittner, C. D., Larcker, D. F., & Taylor, D.(2009). The stock market’s pricing of customer satisfaction. Marketing Science, 28(5), 826-835.

11.

Jacobson, R., & Mizik, N.(2009). The financial markets and customer satisfaction: Reexamining possible financial market mispricing of customer satisfaction. Marketing Science, 28(5), 810-819.

12.

Jeon, I., & Kim, H. J.(2005). Return on customer satisfaction investment: Is CSI financially accountable? Journal of Korean Marketing Association, 20(3), 65-84.

13.

Lee, E. Y., Yoo, S., & Lee, D. W.(2017). Does the variance of customer satisfaction matter for firm performance? Asia Marketing Journal, 18(4), 51-76.

14.

NCSI Homepage, http://www.ncsi.or.kr

15.

Park, S. J., & Kim, H. C.(2003). Customer satisfaction index and business performance. Journal of Korean Marketing Association, 18(3), 19-50.

16.

Rego, L. L., Morgan, N. A., & Fornell, C.(2013). Reexamining the market share-customer satisfaction relationship. Journal of Marketing, 77(5), 1-20.

17.

Rokkan, A. I., Heide, J. B., & Wathne, K. H.(2003). Specific investments in marketing relationships:Expropriation and bonding effects. Journal of Marketing Research, 40(2), 210-224.

18.

Schneider, B., & Bowen, D. E.(1999). Understanding customer delight and outrage. Sloan Management Review, 41(1), 35-45.

19.

Srivastava, R. K., Shervani, T. A., & Fahey, L.(1998). Market-based assets and shareholder value: A framework for analysis. Journal of Marketing, 62(1), 2-18.

20.

Szymanski, D. M., & Henard, D. H.(2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16-35.

21.

Yeung, M. C. H., Ennew, C. T., Ging, L. C., & Ennew, C. T.(2002). Customer satisfaction and profitability: A reappraisal of the nature of relationship. Journal of Targeting, Measurement and Analysis for Marketing, 11(1), 24-33.

22.

Yi, Y., & Lee, C.(2006). The effects of customer satisfaction on firm’s profitability and value. Journal of Korean Marketing Association, 21(2), 85-113.

23.

Yi, Y., Cha, K. C., & Lee, C.(2008). The dynamic effects of customer satisfaction on firm’s profitability and value. Korean Marketing Journal, 10(1), 1-23.

24.

Yi, Y., & Lee, C.(2010). The dynamic effects of customer satisfaction and referral on firm performance: Focusing on KCSI and KNPS. Korean Management Review, 39(2), 279-307.

The Journal of Distribution Science(JDS)

선공개 논문 논문 투고 OA 정책