Work

Linking Customer Satisfaction to Shareholders Value: Evidence from Indonesia Listed Company

Year: 2020

Type: conference-paper

Abstract: The objective of this research is to know and understand the impact of customer satisfaction toward shareholders value through the mediation role of brand equity that employed Indonesia Best Brand Awards (IBBA) and Indonesian customer satisfaction index (ICSI). The research objects are all companies listed in Indonesia Stock Exchange (IDX). All hypotheses are accepted, which therefore suggests that customer satisfaction (ICSI) and also brand equity (IBBA) is indeed the important factors in ensuring the shareholders value that measured by Tobin’s q. To researcher knowledge, this is one of the first studies in Indonesia that connect ICSI, IBBA to the shareholders value.

Source: SHS Web of Conferences

DOI: 10.1051/shsconf/20207601017

Authors: Josua Tarigan, Alan Darmasaputra, Vania Ezra, Saarce Elsye Hatane, Evelin Lesmanaputri, Joan Jesslyn Prajnawati Firman

Institutions: Petra Christian University, National Taiwan University of Science and Technology

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W3023034412

FWCI: 1.409

Cites: 13

Cited by: 3

Related to: 10