The Relationship Between Nonfinancial Measurements and Company Performance - Based on the Level of Customer Satisfaction

In this paper, the authors analyze the relationship between customer satisfaction and company performance and mainly talk about the major influence of customer satisfaction. This research examines company performance into financial and nonfinancial parts and provides a way to measure the company performance, which is called the balanced scorecard. The results indicate that customer satisfaction has four impacts on the company that includes four items, (1) increase customer loyalty, (2) complement accounting measures, (3) improve profitability, and (4) predict future financial performance. There are four parts that the company can do to increase the level of customer satisfaction. Improve the price-quality ratio, the efficiency of the process, customer service quality, and employee satisfaction.