华普超市西罗园店顾客满意度研究.docVIP

华普超市西罗园店顾客满意度研究 华普超市西罗园店顾客满意度研究 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。提高顾客的满意度是企业赢得竞争优势的重要保证。 本文首先从 CS 相关理论着手，对顾客满意相关理论进行分析，接着对大型超 市顾客满意影响因素进行分析。在上述理论分析的基础上，本文构建了华普超市分 店西罗园店顾客满意测评模型，根据问卷设计、数据收集得到的资料，采用层次分 析法得出顾客满意度指标体系中各个指标的权重，最后通过综合评价法对华普超市 分店西罗园店的顾客满意度进行整体的定量分析以明确企业经营中的成绩与缺陷， 并针对存在问题提出相应的对策。 关键词：顾客满意，ACSI ，评价，层次分析法 I 华普超市西罗园店顾客满意度研究 Abstract With the opening of China’s retail industry, and foreign large supermarkets have entered China, domestic supermarkets are facing a fierce competition from the foreign supermarkets in China. It is an important assurance for the company to win competitive advantages that rising customer’s satisfaction. This paper starts with related theories on the customer satisfaction CS , analyzing the relative theory of customer satisfaction, then the large supermarket customer satisfaction influencing factors were analyzed. On the basis of the analysis, Huapu supermarket industry customer satisfaction evaluation model is put forward , and apply analytical hierarchy process AHP to comprehensive evaluating for index right of the system , based on the evaluating for index right of the customer satisfaction system , then evaluate the customer’s satisfaction for showing both performances and faults of the enterprise management center and provides reference for making policy. we hope this paper could offer some good reference for constructing our large supermarket industry customer satisfaction survey system . Key words : Customer satisfaction, ACSI, Evaluating ,AHP