The fit of Chinese firm´s customer satisfaction strategies in a developed country market: an empirical study of Chinese products in Norway

2010

Masteroppgave i økonomi og administrasjon - Universitetet i Agder 2010 Customer satisfaction is a concept that has aroused considerable interest and debate in the research literature because of the difficulties in both defining and measuring it with no overall consensus emerging on either. Customer satisfaction and product quality are often treated together as functions of customer‟s perceptions and expectations and research has shown that high product quality contribute significantly to profitability. Product quality is required to be first measured in order to improve the quality in production companies. Practitioners and academicians are eager on measuring product quality and customer sa…