Customer Satisfaction Survey and Improvement Strategies for Company A
Since 2018, China’s department store retail industry has entered a new retail phase centered on “upgrading the consumer experience and digitalization”, Improving customer satisfaction and repurchase rates has become key. To this end, this paper focuses on industry leader Company A and its customer satisfaction research, using the CCSI model to analyze six dimensions: expected quality, perceived quality, brand image, perceived value, customer loyalty, and customer satisfaction. The aim is to provide reference opinions for Company A’s future development.
Keywords: customer satisfaction; Investigation; CCSI
