Research On Measurement Of Customer's Satisfaction In Supermarkets

With the overseas large-scale supermarkets entering China, this has brought good model of learning for the Chinese native large-scale supermarkets, but simultaneously also brings the huge pressure of competition. How to have the superiority in competition, this needs us to conduct profound research on the foreign large-scale supermarkets, particularly large-scale ultra the most leading US on behalf of Wal-Mart, study its reason for success in enhancing the customer satisfaction degree.Through empirical analysis of Wal-Mart and the Carrefour typical supermarkets ,based on the domestic and foreign research summary about the customer satisfaction, this research draws the following conclusions: (1)Constructing the model of large-scale supermarket's customer satisfaction (2) The visible factor of service quality has more remarkable positive influence to customer loyalty about large-scale supermarket retail trade in China; (3) Responsive factor and the customer satisfaction of service quality has the medium degree positive influence to customer loyalty about large-scale supermarket retail trade in China; (4) Guaranteeing factor of customer quality has the relatively mild degree positive influence to customer loyalty; (5) Reliable factor and the transference factor has the weak positive influence to customer loyalty, but basically it can neglect the influence to the customer loyalty.