资源描述：
《零售大卖场顾客忠诚度影响因素研究》由会员上传分享，免费在线阅读，更多相关内容在学术论文-天天文库。
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
