TITLE:
The Customer Satisfaction Research of 7-ELEVEn Stores in Hong Kong
AUTHORS:
Yongmei Xu, Xiaowen Ye, Fan Zhang
KEYWORDS:
Hong Kong 7-ELEVEn; Convenience Store; Satisfaction; Service Quality; Factors Analysis
JOURNAL NAME:
Journal of Service Science and Management,
Vol.6 No.1,
March
25,
2013
ABSTRACT:
Using the 7-ELEVEn stores in Hong Kong as an example, this paper has studied customer satisfaction from the point of view of the enterprise. This paper has established a retail enterprise customer satisfaction model based on CCSI models. The secondary indexes of this customer satisfaction model include the following content: enterprise/brand image, quality expectations (shopping environment of convenience stores), quality perception (staff’s service quality), value perception, customer satisfaction, complaints and loyalty of customers and there are also 18 indexes in third class indicators. With the principal component analysis, it can be found that three important factors were value and overall satisfaction, employee service quality, shopping environment and brand image, besides three satisfaction factors were shopping environment, the staff’s service quality and perceived value. The aim of this paper is to provide reference for the key of enterprise’s future work and also for the optimal distribution of resources.