Business, customer satisfaction, culture, hi-tech, technology companies, China, India, Japan, comparison
Customer satisfaction has become a very important aspect of business management in the high technology market. Companies that provide products and services world-wide often are concerned that customer satisfaction may be impacted by cultural differences. This study examines measures of customer satisfaction in China, India and Japan to determine whether or not there is a difference in satisfaction scores for field service, depot repair and help desk. The statistical results at a 5% confidence level indicate there is a difference in customer perception in all service support areas. The results clearly indicate that companies need to understand these differences in order to optimize the use of their resources and to adjust their service offerings to respond to their different customer needs and expectations.
International Journal of Global Business and Economics
Bleuel, William H. and Stanley, Darrol J., "Cross-Cultural Customer Satisfaction of High Technology Companies in China, India, and Japan" (2010). Pepperdine University, GSBM Faculty Scholarship. Paper 1.