Scandinavian Working Papers in Business Administration

SSE Working Paper Series in Business Administration,
Stockholm School of Economics

No 2016:1: Customer perception measures driving financial performance - theoretical and empirical work for a large decentralized banking group

Jan Eklöf , Katerina Hellström (), Aleksandra Malova , Johan Parmler and Olga Podkorytova
Additional contact information
Jan Eklöf: Center for Economic Statistics, Postal: Stockholm School of Economics, P.O. Box 6501, SE-113 83 Stockholm, Sweden
Katerina Hellström: Dept. of Accounting, Postal: Stockholm School of Economics, P.O. Box 6501, SE-113 83 Stockholm, Sweden
Aleksandra Malova: Saint Petersburg State University, Russia
Johan Parmler: Stockholm School of Economics, Sweden and EPSI Research Services, UK
Olga Podkorytova: 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.

Keywords: Decentralized management; customer satisfaction; non-financial performance monitoring; service metrics

11 pages, October 27, 2016

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