SHS Web Conf.
Volume 76, 2020The 1st International Conference on Social Sciences and Humanities (ICSH 2019)
|Number of page(s)||12|
|Published online||29 April 2020|
Linking Customer Satisfaction to Shareholders Value: Evidence from Indonesia Listed Company
Department Accounting, Faculty of Business and Economics, Petra Christian University, Jl. Siwalankerto 121–131, Surabaya 60236, Indonesia
2 Department of Business Administration, National Taiwan University of Science and Technology, 4 Keelung Road, Da'an District, Taipei City 106, Taiwan
* Corresponding author: firstname.lastname@example.org
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.
Key words: Continuous buying behavior / gaining customers / Indonesia Best Brand Award (IBBA) / Indonesia Customer Satisfaction Award (ICSA) / survive in the long-term period
© The Authors, published by EDP Sciences, 2020
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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