Research on customer satisfaction of China duty free group in Sanya / Xiaoshuang SHAN / 2021

Titre : Research on customer satisfaction of China duty free group in Sanya Type de document : Mémoire Auteurs : Xiaoshuang SHAN, Auteur Année de publication : 2021 Importance : 48 p. Note générale : Pour accéder aux fichiers PDF, merci de vous identifier sur le catalogue avec votre compte Office 365 via le bouton CONNEXION en haut de page. Langues : Anglais (eng) Mots-clés : Management CHINE ; SATISFACTION Résumé : The study is based on the survey of customer satisfaction in Sanya duty-free shop through quantitative research to find out measures to improve. This study is from the prospective of customers to find out strategies about how to improve the satisfaction which will have significant meaning for the development of Sanya duty-free shop in the future. This study explains the theories about customer satisfaction at first, which includes the definition of consumer satisfaction, satisfaction’s influencing sectors, forming process of customer satisfaction and some relevant theories about customer satisfaction, like consumer behavior theory and decision-making process. The design of the questionnaire is based on the former theories and studies. Through analyzing the results from the questionnaire to know about the reasons caused dissatisfaction and then give the recommendations from my point of view. Programme : PGE-Rouen Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=539253