The Impact of Social Media Marketing on Customer Satisfaction at Hermes in China
DOI:
https://doi.org/10.54691/bcpbm.v20i.1065Keywords:
Social Media Marketing; Customer Satisfaction; Hermes; China.Abstract
This paper aimed at critically analyzing how the social media marketing influence on customer satisfaction at Hermes in China. It analyzed the benefits and losses of social media marketing. It critically evaluated the way social media marketing affects customer satisfaction. It made recommendations that can help Hermes effectively use social media marketing to enhance its customer satisfaction. Data was collected by carrying out fifty questionnaires with Hermes customers in China. The findings show that customers like Hermes social media activities in China. The conclusion is that social media marketing positively effect customer satisfaction of Hermes in China. Hence, Hermes needs to increase its social media activities in China as this can help it to attract new customers and improve its business performance. The importance of this study lies in that it can point out the deficiency of Hermes in the Chinese market, so as to help it to be more sensitive to the psychological needs of Chinese consumers.
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