顾客满意度与财务业绩:基于商业企业的实证分析

Customer Satisfaction and Financial Performance:an Empirical Analysis Based on Commercial Enterprises

对于顾客满意度与企业财务业绩的关系的研究,近几年一直是个热点,但由于顾客满意度测量过程的复杂,企业财务业绩计量的多样化,使得当前的研究大都是简单的推断结论.在前人研究的基础上,对商业企业进行调研,并通过数理统计的分析方法,去验证顾客满意度与企业业绩之间是否存在某种关系,从而对商业企业的健康持续的发展提出对策建议.

The research on the relationship between customer satisfaction and corporate financial performance has been a focus in recent years. However, due to the complexity of customer satisfaction measurement process and the diversification of enterprise financial performance measurement, most of the current researches is simply inferential conclusion. On the basis of predecessors, research, researches has been made on commercial enterprises through mathematical statistics analysis to verify whether there is a relationship between customer satisfaction and enterprise performance ,and to put forward to some certain countermeasures and suggestions for the healthy and sustainable development of commercial enterprises.