Research On Information Acquireing Channel And Value To Improve Customer Satisfaction In Home Appliance Chain Industry

In the past few years home appliance chain industrial developed very fast and has become one of the fastest-developed industrials. With the expansion and development of those companies, the management and service should have developed, too. Nowadays, the development of science and technology brings the development of information technique. However, customers still need to go to stores or shops to find out some information about the products. It takes customers more time, money and energy. Information-catching has become a weak point of home appliance chain industrial. This article does a research on how companies provide information from the following two points: the way that customers get information and the value customers get it. The following are the conclusion it gets.From the regression analysis we can find the most unsatisfying factor is information-catching in the five factors shopping environment , service , information-catching, promotion and sending gearing . It should be changed rapidly. We can make service quality, customer value, customer satisfaction and customer loyalty by the structure equation model. We can find that service quality doesn't have a great influence on customer loyalty. It means service quality is the base of customer value and customer satisfaction. In order to promote customer value, make customers satisfied and let customers be loyal, companies must offer better service.From the research on the way in which customers hope to be provided the information and the way in which customers get the information one can find over 70 percent of customers hope to get the information of products through Internet and telephone, but only 3 percent of customers do it in this way. About 80 percent of customers still get the information of products directly from the stores or the shops. And also one can find that age and education background are two main important factors which affect customers partiality for getting information. The younger and the people with richer education experience prefer to get information through Internet, short messages and some new ways while the older and the people with poorer education experience prefer leaflets. Companies can use different methods to provide information of products to different customers.At the end of this article it gives some suggestion on how home appliance chain industrial expands the methods of providing information and raises customers satisfaction. However, it doesn't do further research on how to realize information providing.