西北农林科技大学学报：社会科学版
西北農林科技大學學報：社會科學版
서북농림과기대학학보：사회과학판
Journal of Northwest Sci-Tech University of Agriculture and Forestry(Social Science)
2008年
6期
72~76
,共null页
顾客满意度 顾客视角 大型超市行业
顧客滿意度 顧客視角 大型超市行業
고객만의도 고객시각 대형초시행업
CIS ; customers＇ lens; supermarket industry
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。
介紹瞭基于顧客視角的大型超市行業顧客滿意度研究方法,通過關鍵事件分析法確定顧客視角的超市顧客滿意度模型,利用主成分迴歸分析方法確定模型內有關指標。併以天津某大型超市為例進行實證研究,結果錶明便利性對顧客滿意度影響最大,而超市形象的效用績效最高。
개소료기우고객시각적대형초시행업고객만의도연구방법,통과관건사건분석법학정고객시각적초시고객만의도모형,이용주성분회귀분석방법학정모형내유관지표。병이천진모대형초시위례진행실증연구,결과표명편리성대고객만의도영향최대,이초시형상적효용적효최고。
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.
