Who Provides High-Quality Services ?: Evidence from the Survey on Customer Satisfaction

Takayuki Ishikawa, Kazuma Edamura, Miho Takizawa, Daisuke Miyakawa and Tsutomu Miyagawa

Economic Review, 2018, vol. 69, issue 4, 346-362

Abstract: Quality is the most important characteristics of services. Therefore, in this study, using a survey by Japan Productivity Center on consumer satisfaction, we examine which types of firms tend to provide high-quality services. Our empirical analysis suggests the following three features with respect to the association between firmʼ attributes and service quality. First, firms holding greater amounts of liquid assets tend to provide high-quality services, implying that customer satisfaction is associated with the accumulation intangible, manageable assets. Second, older firms tend to provide high-quality services, suggesting that the accumulation of business experiences leads to high-quality services. Third, while we confirm that firms exhibiting substantially high productivity tend to obtain high customer satisfaction, we also find that firms with seemingly low productivity attain high customer-satisfaction. Such a non-linear relation between productivity and customer satisfaction depends on industry characteristics.

JEL-codes: D24 M21 M37 (search for similar items in EconPapers)
Date: 2018
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hermes-ir.lib.hit-u.ac.jp/hermes/ir/re/29642/keizaikenkyu06904346.pdf

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hit:ecorev:v:69:y:2018:i:4:p:346-362

DOI: 10.15057/29642

Access Statistics for this article

More articles in Economic Review from Hitotsubashi University Contact information at EDIRC.
Bibliographic data for series maintained by Digital Resources Section, Hitotsubashi University Library ().