基于顾客视角的大型超市行业顾客满意度研究  

Research of Customers' Satisfaction in Supermarket Based on Customers' Lens

作　　者：安珣[1] 刘金兰[1] 陈丽华[1] 

机构地区：[1]天津大学管理学院,天津300072

出　　处：《西北农林科技大学学报（社会科学版）》2008年第6期72-76,共5页Journal of Northwest A&F University(Social Science Edition)

摘　　要：介绍了基于顾客视角的大型超市行业顾客满意度研究方法,通过关键事件分析法确定顾客视角的超市顾客满意度模型,利用主成分回归分析方法确定模型内有关指标。并以天津某大型超市为例进行实证研究,结果表明便利性对顾客满意度影响最大,而超市形象的效用绩效最高。A method is introduced of customers＇ satisfaction in supermarkets based on customers＇ lens. The satisfaction index model is built through the Critical Incident Technique, and principal components regression analysis is used to measure indicators. According to the model, the customers＇ satisfaction of a supermarket in Tianjin is measured. As the resuhr convenience is the most important affecting factor to eoustomers＇ satisfaction, and the image of a supermarket takes the the primary position in its performance.

关 键 词：顾客满意度 顾客视角 大型超市行业 

分 类 号：F287.4[经济管理—国民经济]