A study of the influencing factors of customer satisfaction with Home Decoration Enterprises - a case study of Dongyi Risheng Home Decoration Group Co., Ltd. /

Name: Gao Lili

keyword: Independent Study

ThaSH: Management

Classification :.DDC: 643.7

; customer satisfaction

ThaSH: User satisfaction

; construction quality

ThaSH: Home decoration

; operation and service mode

ThaSH: Interior decoration

; after-sales service

; decision theory

Abstract: In recent years, the Internet has rapidly penetrated into people’s daily lives, transforming traditionally inefficient industries. As a result, customer satisfaction within the home decoration industry has become increasingly prominent with the rise of Internet portals. The challenge now is to optimize and improve industry efficiency by enhancing the company’s operation and service modes, construction quality, after-sales service, and other key aspects.The objectives of this study were: 1) To explore the impact of the company’s operation and service mode on customer satisfaction; 2 ) To explore the impact of construction quality on customer satisfaction; 3) To explore the impact of after-sales service on customer satisfaction. This study was besed on the decision theory, used the quantitative research method with a questionnaire survey to collect data. In terms of data collection, customers from 23 offline stores were randomly selected, 350 questionnaires were distributed, and 333 valid questionnaires were collected. The findings indicate that: 1) The operation and service mode has a significant positive impact on customer satisfaction; 2) Construction quality has a significant positive effect on customer satisfaction; 3) After-sales service has a significant positive effect on customer satisfaction. The recommendations of this study were: 1) Enhancement of operation and service mode, including comprehensive staff training, customer-centric processes, and personalization of services; 2) Focus on high-quality construction, including stringent quality control measures, investment in skilled labor, and adoption of advanced technologies; 3) Strengthening of after-sales service, including extended warranties and service contracts, proactive customer support, and customer feedback and continuous improvement.

Siam University. Library and Information Resource Center

Address: BANGKOK

Email: library@siam.edu

Name: Zhang Li

Role: Advisor

Created: 2567

Modified: 2568-05-15

Issued: 2025-05-15

วิทยานิพนธ์/Thesis

application/pdf

eng

DegreeName: International Master of Business Administration (I.M.B.A.)

Level: Master's Degree

Descipline: International Business Management

Grantor: มหาวิทยาลัยสยาม

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