A Study of LDH Architectural Design’s Marketing Strategy in China

Citation

Liu, Xixia. (2022). A study of LDH architectural design’s marketing strategy in China. (Master’s independent study). Bangkok: Siam University.

Abstract

Due to of the rising standard living, consumers are demanding a higher quality of living and attach great importance to the design and aesthetics of interior spaces. This has led to the rapid development of the interior design industry. Interior design service providers can provide good after-sales service quality and increase reputation and high satisfaction from customers which leads to customer loyalty, it is a topic that deserves attention. In this study, the PZB service quality model proposed by Parasuraman et al was used as a theoretical framework to investigate the impact of service quality on customer reputation, customer satisfaction and customer loyalty of LDH Architects (hereinafter referred to as LDH DESIGN). The five dimensions of the PZB SERVQUAL scale (reliability, responsiveness, assurance, care, and tangibility) were used to understand customers’ perceptions of interior design service quality, customer satisfaction, customer word-of-mouth, and customer loyalty. This study used a questionnaire survey to collect data through online and physical questionnaires. The data collected was quantified and analyzed. The results of this study showed that: 1. service quality had a significant positive impact on customer reputation, customer satisfaction and customer loyalty; 2. customer reputation had a significant positive impact on customer loyalty; 3. customer satisfaction had a significant positive impact on customer loyalty.

Keywords: service q uality, customer word of mouth, customer s atisfaction, customer loyalty.

A Study of LDH Architectural Design’s Marketing Strategy in China

Master of Business Administration (International Program), Siam University, Bangkok, Thailand