文章基本信息

标题：Use of Appraisal and Management of Internal and External Customer Satisfaction in Corporate Performance Assessment
本地全文：下载
作者：Celal EYNULLAYEV ; Cenk ÖZLER
期刊名称：Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi
印刷版ISSN：1302-3284
电子版ISSN：1308-0911
出版年度：2012
卷号：14
期号：4
页码：31-64
出版社：Dokuz Eylul Univeristy
摘要：In a modern age, the rapid changing business environment enabled innovation the first imperative of achieving strategic business goals and requires proper advancement of infrastructure. Acquiring aforementioned skill set is necessary but not enough, the firms, with a proactive approach, further need to detect evolving business climate, check and intervene if the current situation requires to do so. In order to maintain and sustain up to date competitiveness Performance Management Systems are needed. The interactions between structures within the Performance Management Systems need to be well-defined, targets and achievements have to be analyzed constantly. In this study, we have conducted two applications in a private bank in the context of customer satisfaction measurement and management model, investigated satisfaction levels of internal and external customers, examined interactions of the factors affecting fulfillment levels of potential customers with multivariate statistical analysis methods and presented the framework for measuring the overall satisfaction level stakeholders and customers, have found out that related factors have positive impact on corporate performance increasement.
关键词：Performance; Corporate Culture; Performance Management Culture;Data Analysis; Internal and External Customer Satisfaction.