The Relationship between Customer Satisfaction and Corporate Reputation and Credibility
Journal Title: Asian Journal of Economics, Business and Accounting - Year 2017, Vol 4, Issue 2
Abstract
Service industries, such as banking and finance retailing, are different in many ways to industries that deal with a tangible product. Therefore, service-marketing gurus emphasize process, people, and physical elements to enable service providers to market themselves effectively. There are controversial about the associations between customer satisfaction and corporate reputation and corporate credibility, this study therefore examined the influence of customer satisfaction on the credibility and reputation of the Farmers' Association credit departments (FACDs) in Taiwan. The Farmers' Association (FA) in Taiwan is a multi-purpose organisation that provides a vast number of services to rural communities in Taiwan. As FACDs are credit departments of an association, influenced by the government yet operating as private organisations, their function and services are rather intricate and ambiguous. The aim of this study was to determine the positive effect of customer satisfaction to corporate credibility and reputation of FACDs in Taiwan. Total 334 fully completed questionnaires were received from participants. The outcome of data analysis showed that the two hypotheses are supported that customer satisfaction has positive effect both on corporate reputation and credibility.
Authors and Affiliations
Anthony Tik-tsuen Wong, Libby Chien Lu Lin Hsiang, Canon Tong
Keywords
Related Articles
- EP ID EP338540
- DOI 10.9734/AJEBA/2017/35538
- Views 82
- Downloads 0
Accounting Ethics and Audit Quality in Nigeria
The study examined the effects of accounting ethics on audit quality in Nigeria. Although no method yet has been found to guarantee the optimum quality level for the financial information users, and implicitly the qualit...
Long-run and Short-run Effects of Foreign Trade and Foreign Direct Investment on Agricultural Productivity in Nigeria
This study was carried out to assess the impact of Foreign Trade and Foreign Direct Investment on Agricultural Productivity in Nigeria using annual time series data from 1980-2014. Inferential statistics were used for th...
Effect of Working Capital Management Practices on the Performance of Small and Medium Enterprises in Oyo State, Nigeria
This study examined the effect of Working Capital Management (WCM) practices on the performance of Small and Medium Scale Enterprises (SMEs) in Oyo State, Nigeria. The relationship between cash management practices and t...
Stochastic Dominance, Dynamic Programming and Bayes Filtering: Applications in NPV and NPVaR
Applications of three computational methods in the evaluation of NPV and NPV at risk (NPVaR) of a project are studied. These methods are stochastic dominance, dynamic programming and Bayes filtering. First, the definitio...
Strategic Use of Exit Interviews: The Art of Retention
Skilled human resource is considered to be one of the key drivers of company performance and sustainability. But retaining skilled employees is presumably a tough and multifaceted task for the organizations. This paper h...