Recently, there has been growing interest in the financial and economic effectiveness of service quality and customer satisfaction. It means that the final goal of customer satisfaction is the maximization with firms' financial performance, enterprise could survive through the creation of continuous financial performance. Companies are working in various ways to identify the direct relationship of service quality and customer satisfaction with financial and economic effectiveness in order to justify and validate customer satisfaction management. In this study, the influence of customer satisfaction on the financial performance is examined. Customer satisfaction index, the key non-financial performance measure has significant association with firms' financial performance index. Moreover, high customer satisfaction has a competitive advantage, so it can be the key success factor of firm's financial performance improvement.

Abstract
 1. 서론
  1.1 연구의 배경 및 목적
  1.2 연구목적
 2. 이론적 배경
  2.1 KS-SQI
  2.2 고객만족도
  2.3 수익성에 관한 구성요인
 3. 연구모형 및 가설
  3.1 연구 모형
  3.2 연구 가설
 4. 분석 결과
  4.1 자료 수집
  4.2 구조방정식
 5. 결론 및 향후방향
  5.1 결론
  5.2 향후 방향
 6. 참고문헌

• 송상민 | Sang-Min Song
• 조재립 | Jai-Rip Cho