Dissertation/Thesis Abstract

A dynamic model predicting customer satisfaction ratings based on capital structure
by Saylor, Robert L., Ph.D., Capella University, 2015, 110; 3682653
Abstract (Summary)

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. The overall model, tested with an HMRA showed that the variables do explain the variations in customer satisfaction. The first stage of the analysis showed that year and sector explained 18% of the variance in customer satisfaction; the second stage addition of debt management, PE ratio, and working capital increased the variance explained to 22%.

Indexing (document details)
Advisor: Hollis, Martha
Commitee: Martin, Gillian, Stein, David
School: Capella University
Department: School of Business and Technology
School Location: United States -- Minnesota
Source: DAI-A 76/07(E), Dissertation Abstracts International
Subjects: Management, Finance
Keywords: American customer satisfaction index, Customer satisfaction, Financial indicators
Publication Number: 3682653
ISBN: 978-1-321-56371-9
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