Big Data Research on China’s Service Industry Under the COVID-19 Epidemic

ABSTRACT

This article studies the customer satisfaction of online shopping, express delivery, airline service, online travel, express hotel, commercial bank, auto insurance and mobile communication in China in the context of COVID-19 epidemic. The research collects customer satisfaction data through questionnaire surveys and have a total of 13,000 valid samples. According to the survey, consumers are relatively satisfied with customer satisfaction in China's service industry. Among the eight industries studied, online shopping and express delivery have higher customer satisfaction scores, and mobile communications have lower score. The improvement of perceived quality and brand image will help to better improve customer satisfaction, reflecting that consumer satisfaction is more affected by subjective feelings and brand. In addition, this article also collected consumer complaints, brand value and other data, through comprehensive analysis of multi-dimensional data, it analyzes the current quality of China's service industry and provides opinions and suggestions for policy formulation. © 2022, The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.