院系名称： 专业班级： 学生姓名ieve this goal should be to measure the quality of service supermarket. This article from the current status of domestic research, do a defined to the basic concept of quality of service, and pointed out the importance of quality of service evaluation. To lay the foundation for my own research. By understanding customer expectations of service quality supermarkets and in reality to enjoy the supermarket on their satisfaction with services, quality of service analysis of the retail industry's status quo, to grasp and predict its future trends, the supermarket industry for the quality of service evaluation report so that enterprises recognize the importance of quality of service. This study adopted by the following conclusions: the supermarket industry is now very intense competition, in order to meet customers needs, not only in commodity prices and the quality advantage and, more importantly, from a supermarket to highlight the quality of service features, and constantly improve the supermarket service quality and content. Supermarket is a great consumer market of goods, grasp the future development trend of supermarkets, take the quality of service as the concept of sale, to develop enterprise development suited to their mode of operation. Keywords: supermarket,service quality,service quality evaluation,SERVQUAL 目 次 1 引言..............................................................1 选题背景........................................................1 研究目的和意义..................................................1 文献综述........................................................2 研究内容和措施..................................................5 2 服务质量服务指标体系 6 3 调查研究 8 问卷设计 8 调核对象的选用 9 研究方案的设计 9 调查成果 9 4 建议及对策 17 结论 19 道谢 20 参照文献 21 附录1 调查问卷 23 附录2 问卷调查方案 24
