The Study On The Service Quality Of Supermarkets

By using the questionnaire worked by myself, the thesis explored consumers' evaluation factors of service quality of supermarkets in china, and the importance of the factors. The results showed that: 1. When consumers evaluate the service quality of supermarkets, they will use these six factors: (1) Assurance, the attitude employees show to consumers and employees' working ability. (2) Assortment and Price of the goods. (3) Convenience, consumers can get what they want conveniently. (4) Reliability, the validity of goods and policy reliability. (5) Empathy, which means respect, consideration the supermarket provides its consumers. (6) Shopping environment. 2. The consumers of various demography, including sex, age, marriage, education and consume level, evaluate these factors differently. 3. To the consumers, the reliability fator is the most important, and the empthy factor is the least important.