摘要
在文献研究和问卷调研的基础上,通过分析得到4个因素19个变量对大型超市顾客满意具有显著正相关的影响关系,其影响程度从高到低为:商品因素、服务人员服务质量、购物环境和服务设施;通过研究得出国内目前的大型超市服务接触顾客满意程度还需进一步提高。
By literature review and questionnaire investigation,19 variables of 4 factors that influence customer satisfaction in supermarket service encounter have been abstracted,which have positively influenced customer satisfaction. The influence degree from high to low is commodity factors, service quality of service personnel, shopping environment and service facilities. The present customer satisfaction of supermarket-based service encounter needs improving.
出处
《科技与管理》
2011年第5期109-113,共5页
Science-Technology and Management
关键词
服务接触
超市接触
顾客满意
影响因素
service encounter
supermarket contact
customer satisfaction
influencing factor
