2007•Economic ManagementRequires access

The Application of Evaluation on Customer Satisfaction Based on ACSI Model-A Case Study of Supermarket Industry

Yan Jin

Abstract

With the retail market opening and many foreign large-scale supermarkets entering,the domestic supermarket industry will be facing more and more keen competition.The research indicated that the customer satisfaction affects enterpdse's operational performance to a great extent,and the evaluation of customer satisfaction as the important standard which measures the performance of the enterprises. Based on the model of American Customer Satisfaction Index,the paper analyzed the customer satisfaction and the evaluation of customer satisfaction,taking the supermarket industry as the research object,then pointed out the importance of the evaluation of customer satisfaction.

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Available abstract

Key concepts: Customer satisfaction, Business, Marketing, Customer retention, Customer equity, Customer advocacy, Customer delight, Competition (biology)