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1、AbstractAbstractWiththerapidgrowthofthenationaleconomy,thedemandofmarket
continuedascension,retailindustryhasbeenrapiddevelopment.Expertspredict,
developmentto2020totalretailsalesofconsumergoodsinChinawillreach25
trillionYuan;retailindustrywillbecomeoneofChina'smostprofitablein
2、dustry.
ThehugemarketdemandintheworldofretailgiantshavetoentertheChinese
market,makingmoreandmorecompetitionofChina'sretailindustry.Undersuch
abackground,howtoimprovecustomerloyaltybecomeretailsupermarket
industrysuchasthefocusofattention,andfindouttheinfluencefactorsof
custome
3、rloyaltyandthefactorsontheinfluenceofthecustomerloyaltyisthe
keytoimprovecustomerloyaltyproblems.Basedontherelatedtheoryofcustomerloyaltyanditsinfluencefactorsof
thetechnologywerereviewed,combiningretailsupermarketindustry
characteristics,todeterminetheinfluencefactorsofcustome
4、rloyalty,andonthis
basis,theybuildcustomerloyaltyfactorsmodel,putforwardthecorresponding
hypothesis.ChooseShanghailargeretailsupermarketforobject,bytheformof
questionnairedata,theempiricalanalysis.WiththeaidofSPSSsoftwaretothe
datacollecteddataprocessingandanalysisofthesystem,a
5、ndgetthefollowing
conclusion:customersatisfaction,customerrelationshiptrustandswitchingcost
andcustomerdominantfactorsandcustomerloyaltyhaveapositiveinfluence,
amongthem,theinfluenceofthecustomersatisfactionisgreatest;Staffservice,
thepost-saleservice,theshoppingenvironment,com
6、modityprice,convenience,
shoppingenvironment,convenientconditions,brandimageandenterpriseleading
influencefactorsandcustomerloyaltyhaveapositiveinfluence,amongthem,the
staffserviceandafterservicemostinfluential;Customerleadingfactorsalsowill
beaffectedbyenterpriseleadinginfluen
7、cefactors,amongthem,thestaffservice
majorimpactoncustomersatisfactionandswitchingcost,andbrandimageisthe
mainwillaffecttrustrelationship.Baseontheabovetheoryandmunicipalthebasisofthestudy,thispapergives
theimprovecustomerloyaltyadviceis:toimprovecustomersatisfaction,
improvecus
8、tomerrelationshiptrust,promotethecustomerswitchingcost