大型超市行业顾客满意测评模型构建与实证研究

【作者】 金燕；

【导师】 刘卓林；

【作者基本信息】 南京理工大学 ， 企业管理， 2007， 硕士

【摘要】 随着我国零售业的开放，国外大型的超市纷纷进入中国，在我国与国内超市展开了激烈的竞争。随着顾客满意等相关理论的研究，并通过实践证明，顾客满意度指数已经成为衡量国家宏观经济运行和企业经营绩效水平的关键指标。如何构建一套大型超市顾客满意测评体系来衡量我国超市企业的经营绩效，成为了目前越来越受关注的话题。本文的研究目的是构建大型超市行业的顾客满意测评模型，为建立我国超市行业顾客满意测评体系提供参考依据。本文首先从服务业和服务质量相关理论着手，重点分析了服务质量测评，接着对顾客满意相关理论进行了分析，重点对经典的CSI系列模型进行了分析，接着对大型超市顾客满意影响因素进行了分析。在上述的理论分析的基础上，本文提出了大型超市行业顾客满意测评模型，并运用基于PLS的结构方程模型的方法和Visualpls软件对假设的模型进行了实证分析，结果表明：本次研究验证了本文所提出的假设模型，构建了大型超市行业顾客满意测评模型，希望本文所得出的结论对我国大型超市行业顾客满意测评体系的构建有良好的借鉴意义。更多还原

【Abstract】 With the opening of China’s retail industry, and foreign large supermarkets haveentered China, domestic supermarkets are facing a fierce competition from the foreignsupermarkets in China. With customer satisfaction and other related theoretical research,Customer Satisfaction Index proved by practice has become a key measurement of anation’s macroeconomic performance and enterprise management performance. How tobuild a large supermarket customer satisfaction evaluation system to measure oursupermarket business performance is becoming a great concern.The purpose of this study is to establish a large supermarket industry customersatisfaction evaluation model for the establishment of China’s Supermarket industrycustomer satisfaction evaluation system for reference.This paper starts with related theories on the service and the quality of service,focusing on the quality of service evaluation, analyzing the relative theory of customersatisfaction, with a focus on classic CSI series model of analysis, then the largesupermarket customer satisfaction influencing factors were analyzed. On the basis of theanalysis, a large supermarket industry customer satisfaction evaluation model adoptsstructure equation model method based on the PLS and validates the model by the softwareVisualpls. Analysis results show that this study is to construct an evaluation model of alarge supermarket industry customer satisfaction, and demonstrates the model. We hopethat this paper could offer some good reference for constructing our large supermarketindustry customer satisfaction survey system.更多还原