Ivana Nobilo: CUSTOMER SERVICE SATISFACTION AND CULTURAL DIFFERENCES IN CUSTOMER SERVICE EXPECTATIONS IN SWITZERLAND
Plenary Speaker / Scientific Paper
Ivana Nobilo, Swiss School of Business and Management Geneva
DOI: https://doi.org/10.59014/YYNG9427
Keywords:
cultural differences, Switzerland, customer service, customer service satisfaction
Abstract
Customer satisfaction is a key driver of revenue. This paper investigates possible differences
in customer service satisfaction and expectations between Swiss citizens and
expatriates. The measurement of customer satisfaction and expectations is based on
quantitative research in form of an online survey, where customers were asked to
express opinions on statements via satisfaction scales, mapping various interactions
with service providers in hospitality, finance, retail industry and analysis. The aim of
the paper is to collect the said data as well as to analyze traditional customer satisfaction
survey as secondary data and to offer recommendations for upgrading customer
satisfaction in Switzerland, if any.
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