MERGER AND ACQUISITION ON FINANCIAL PERFORMANCE “A LITERATURE REVIEW”
DOI:
https://doi.org/10.29121/granthaalayah.v14.i5.2026.6882Keywords:
Mergers, Acquisitions, Post-Merger, Pre-Merger, PerformanceAbstract [English]
This study analyses the impact of mergers and acquisitions (MandA) on customer satisfaction, focusing on how changes in company structure, service delivery, and brand perception affect the customer experience. The primary objective is to evaluate whether MandA activities enhance or diminish customer satisfaction and to identify key factors influencing customer perceptions post-merger. The research is based on secondary data collected from industry reports, customer feedback surveys, academic journals, and credible online sources such as Harvard Business Review, McKinsey, and Statista. The study examines several high-profile mergers in sectors such as banking, telecommunications, and retail. Key indicators include changes in Net Promoter Score (NPS), customer retention rates, service quality metrics, and brand loyalty indices before and after MandA events. Findings indicate that MandA often declines in the short-term following a merger due to service disruptions, communication breakdowns, and mismatches in customer expectations. However, in cases where integration is well-managed, long- term satisfaction improves due to enhanced service offerings, increased operational efficiency, and better use of customer data.
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