Chinese customer satisfaction survey- a quantitative research based on Chinese customers’ perspectives

Nowadays, the competition of every business is very intense and all the company realizes that they not only have to develop their products or services but also understand their customers. The purpose of this thesis is measure the current level of customer’s satisfaction of case company in China to better understand customers as well as define and analyze the factors that might change the customer’s satisfaction. This theoretical section of thesis concentrates on services and customer satisfaction. The definition of services and customer’s satisfaction are given and discussed to better understand about customer satisfaction. All the data was collected from literature. Quantitative research approach is used in this research by means of questionnaire and interview with company owner. The questionnaire contains multiple choice questions which can help author have better statistic to analyze. The questionnaire took place in Guangzhou-China over a period of 3 weeks. In conclusion, the research reveals that the current level of customer satisfaction toward company is very pleased. However, there are still some major company should look at to improve their service