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《Science-Technology and Management》 2011-05
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Elements study of customer satisfaction in large supermarket based on service encounter

JIA Fei-chao (Economic & Management Institution,Tongji University,Shanghai 200070,China)  
By literature review and questionnaire investigation,19 variables of 4 factors that influence customer satisfaction in supermarket service encounter have been abstracted,which have positively influenced customer satisfaction.The influence degree from high to low is commodity factors,service quality of service personnel,shopping environment and service facilities.The present customer satisfaction of supermarket-based service encounter needs improving.
【CateGory Index】: F721.7;F274;F224
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