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The relationship between non-financial performance indicators and financial outcomes : empirical evidence from Egyptian retail bank
Joint Authors
Fadali, Dina Sayyid
Mutawalli, Ayman
Source
Journal of Faculty of Commerce for Scientific Research
Issue
Vol. 53, Issue 1 (31 Jan. 2016), pp.41-54, 14 p.
Publisher
Alexandria University Faculty of Law
Publication Date
2016-01-31
Country of Publication
Egypt
No. of Pages
14
Main Subjects
Economics & Business Administration
Abstract EN
There is very little solid, model-based research testing the relationships between non-financial and financial indicators of performance and the cause-and-effect relationships between their underlying constructs.
Also, the results of the extant research are mixed.
As a result, both researchers and practitioners have called for a better understanding of these relationships.
The results indicate strong positive and significant relationships between servicesquality, customer satisfaction and customer loyalty.
The results also provide partial support for the positive relationship between training and service quality, and the positive effect of high levels of loyalty on financial performance .
Therefore, incorporating more relevant non-financial measures into performance measurement and evaluation systems is supported by the research.
This study develops and tests a model designed in an attempt to better understand the relationship between financial and non-financial indicators of performance in service sector, precisely, for business units pursuing customer-driven strategies.
The model embodies hypotheses regarding positive associations between training, service quality, customer satisfaction, customer loyalty and financial performance.
Data from retail branches specialized in providing services to small and medium companies, for the years 2005-2009, of one of the Egyptian’s largest banks has been used to test the hypothesis.
American Psychological Association (APA)
Fadali, Dina Sayyid& Mutawalli, Ayman. 2016. The relationship between non-financial performance indicators and financial outcomes : empirical evidence from Egyptian retail bank. Journal of Faculty of Commerce for Scientific Research،Vol. 53, no. 1, pp.41-54.
https://search.emarefa.net/detail/BIM-826722
Modern Language Association (MLA)
Fadali, Dina Sayyid& Mutawalli, Ayman. The relationship between non-financial performance indicators and financial outcomes : empirical evidence from Egyptian retail bank. Journal of Faculty of Commerce for Scientific Research Vol. 53, no. 1 (Jan. 2016), pp.41-54.
https://search.emarefa.net/detail/BIM-826722
American Medical Association (AMA)
Fadali, Dina Sayyid& Mutawalli, Ayman. The relationship between non-financial performance indicators and financial outcomes : empirical evidence from Egyptian retail bank. Journal of Faculty of Commerce for Scientific Research. 2016. Vol. 53, no. 1, pp.41-54.
https://search.emarefa.net/detail/BIM-826722
Data Type
Journal Articles
Language
English
Notes
Record ID
BIM-826722