Customer Satisfaction Survey for My French Corner

Abstract

This bachelor’s thesis was conducted as a case study for an online shop, My French Corner. The aim of the study was to measure the overall customer satisfaction of customers of this case company via a survey and to determine which factors influence customer satisfaction in an online context. The theoretical part of thesis was gathered from marketing and business literature, articles and previous publications all related to the topics at hand. In this part, factors influencing customer satisfaction in an online context were introduced and explained as well as the methodology to create an efficient survey. For the empirical part, a quantitative method was chosen to study the overall satisfaction of My French Corner’s customers considering products and services. A Web-based survey was designed to interview all the actual and potential customers of the case company. Responses were gathered in an online database and analysed. The results and their analysis provide directions to develop My French Corner’s ability to act in the future.