Customer satisfaction research : Case study on Fa' Asian store

In the world today, customer satisfaction is becoming more important for organizations and companies. Customer satisfaction is one the key elements to ensure a successful business in an organization. The purpose of this Bachelor thesis was to find out from customers how to satisfy their requirements and focus on their needs in Fa' Asian store, and to find out whether or not customers are satisfied or dissatisfied. These include measuring customer satisfaction, basic truth about customer satisfaction, employee and their contribution to customer satisfaction and loyalty. The emphasis of this thesis work is how relationship with ethnic customers is being managed and how the organization understands how to establish, enhance and end relationship with the customer and also to know that successful relationship is worth saving. The research on customer satisfaction would be carried out by utilitizing qualitative research to measure the level of customer satisfaction in the store and know the strength and weakness of the store, it would help to become oriented to the range and complexity of consumer activity and concerns. It also helps to know the feelings, thoughts, intentions and behavior of the customers by creating a longer, more flexible relationship with customers. A questionnaire was sent to the targeted groups who were Finnish, Asians and Africans. The questionnaire was designed and sent to 20 customers which were made simple for the respondent to answer. Different kinds of charts were made to help analyze the result. The outcome was satisfactory and impressive and there is also a chance to improve in satisfying customers through meeting their needs, wants, demands and services