An Empirical Study On Factors Of Plaza Customer Satisfaction

Customer Satisfaction is the result of market competition, and the most valuable virtual assets, what is used to measure the quality of product and service, and now we use customer satisfaction index to measure economic operation. Nowadays, more and more companies and scholars, who are at home and abroad, pay attention to Customer Satisfaction. The study of factors of Customer Satisfaction have been one of the top researches. Customer Satisfaction can produce profitable earnings for company, if companies want to have lasting development, they must put Customer Satisfaction as business objective.In my research, the main contents are to construct model of factors on Plaza Customer Satisfaction, and analysis factors of Customer Satisfaction. Firstly, we take a review of many literatures about Customer Satisfaction, then construct model of factors on Plaza Customer Satisfaction.Next, we take all plazas in Wuhan as a whole, use regression analysis and factor analysis in order to get key factors, to analyse these key factors how to affect Customer Satisfaction. Then according to three kinds of plazas, we find these factors, what affect Customer Satisfaction mostly. Chinese-capital plaza should learn more from factors, which are paied attention in the whole plaza and foreign-invested plaza.According to the research result, analyse advantage and disadvantage of the total Customer Satisfaction of Chinese-capital plaza. We give some advice to the whole plaza, especially Chinese-capital plaza in Wuhan city, in order to enhance competition of Chinese-capital plaza.