Who Provides High-Quality Services ?: Evidence from the Survey on Customer Satisfaction
利用日本生产力中心的客户满意度调查数据，研究了哪些类型的企业倾向于提供高质量服务，发现流动资产多、成立时间长以及生产率极高或看似低下的企业客户满意度更高。
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.