An Examination of the Cultural Implications of Customer Satisfaction in the High Technology Industry

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Description: Customer satisfaction has become a very important aspect of business management in the high technology market. Companies that provide products and services worldwide often are concerned that customer satisfaction may be impacted by cultural differences. This study examines measures of customer satisfaction in areas around the world to determine whether or not there is a difference in satisfaction scores provided by Help Desks. A sample of more than 150,000 surveys from 9 companies in the computer and medical electronics areas was used. The statistical results at a 5% confidence level indicate there is a difference in customer perception in Help Desk technical support. 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. [PUBLICATION ABSTRACT]
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