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Customer perception measures driving financial performance - theoretical and empirical work for a large decentralized banking group

Author

Listed:
  • Eklöf, Jan

    (Center for Economic Statistics)

  • Hellström, Katerina

    (Dept. of Accounting)

  • Malova, Aleksandra

    (Saint Petersburg State University, Russia)

  • Parmler, Johan

    (Stockholm School of Economics, Sweden and EPSI Research Services, UK)

  • Podkorytova, Olga

    (Saint Petersburg State University, Russia)

Abstract

There are many references in literature to customer satisfaction and related non-financial measures driving the financial performance of a company. Here we report results of analysis in the North-European financial sector, mainly banking. Based on proposed financial and customer perceived KPIs, operational measures are devised and measured for the studied corporation on different levels from global-corporate to individual branches. In addition, possible extensions to other industries of this relationship are studied and briefly reported. The analysis is based on panel approach where cross-section and time-series observations are studied for major actors. The Arellano-Bond estimation technique is used throughout.

Suggested Citation

  • Eklöf, Jan & Hellström, Katerina & Malova, Aleksandra & Parmler, Johan & Podkorytova, Olga, 2016. "Customer perception measures driving financial performance - theoretical and empirical work for a large decentralized banking group," SSE Working Paper Series in Business Administration 2016:1, Stockholm School of Economics.
    • Handle: RePEc:hhb:hastma:2016_001
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    References listed on IDEAS

    as
    1. Ittner, CD & Larcker, DF, 1998. "Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction," Journal of Accounting Research, Wiley Blackwell, vol. 36, pages 1-35.
    2. Arellano, Manuel & Bover, Olympia, 1995. "Another look at the instrumental variable estimation of error-components models," Journal of Econometrics, Elsevier, vol. 68(1), pages 29-51, July.
    3. Manuel Arellano & Stephen Bond, 1991. "Some Tests of Specification for Panel Data: Monte Carlo Evidence and an Application to Employment Equations," The Review of Economic Studies, Review of Economic Studies Ltd, vol. 58(2), pages 277-297.
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    Cited by:

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    2. Debmallya Chatterjee & Amol S. Dhaigude, 2020. "An Integrated Fuzzy Cognitive Map Approach in Modelling Factors of Management Quality in Banking Performance," Global Business Review, International Management Institute, vol. 21(3), pages 763-779, June.

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