A research on customer satisfaction with household appliances industry service

With the rapid development of China´s economy, the service industry in China plays an important role in the domestic economy. Competition among enterprises is gradually transformed into the competition on quality of services. Customers are the final recipients of products or services, but also an important resource for the development of enterprises, customer satisfaction and customer loyalty are the fundamentals of enterprise development. Taking sales and service center of a household electrical appliance enterprise for example, through surveys of customer satisfaction on sales and service, modeling the path of the factors which influence sales and service quality, and using partial least squares method, the thesis analyzes the aspects and factors which influence the satisfaction of this sales and service center, identify the strategies to enhance sales and service sectors of this enterprise, thereby enhancing its competitiveness in the market.