A Dynamic Model Predicting Customer Satisfaction Ratings Based on Capital Structure

Аннотация

Customer satisfaction as expressed by the American Customer Satisfaction Index (ACSI) is important element of all sectors of business. Previous research on the topic showed a direct relationship between increases in ACSI and the indicators of financial performance, but did not generally include debt management and working capital. The reason may have been the direction of the effect studies. This study reversed the relationship to evaluate and determine if relationships exist between debt management, working capital and corresponding customer satisfaction scores. In this study the financial indicators are antecedents of customer satisfaction. The answers to the overall hypothesis of this research study showed that there is a definite relationship. Specifically, this quantitative study examines the relationship customer satisfaction has on the financial indicators within all publicly traded utilities, manufacturing non-durable goods, and manufacturing durable companies in the ACSI database for the years 2007- 2011.