大型超市的服务质量测评以郑州丹尼斯超市为例.docx

题目:大型超市的效劳质量测评
----以郑州丹尼斯超市为例
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摘 要
大型超市作为九十年代后半期在我国刚刚兴起的一种新兴ointed out the importance of quality of service 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
研究内容和方法..................................................5
2 效劳质量效劳指标体系 6
3 调查研究 8
问卷设计 8
调查对象的选取 9
研究方案的设计 9
调查结果 9
4 建议及对策 17
结论 19
致谢 20
参考文献 21
附录1 调查问卷 23
附录2 问卷调查方案 24
1 引言
选题背景
大型综合超市是一种相对规模较大、低本钱竞争优势、高销售量,为满足消费者对食品、家庭日常用品的种种需求效劳的集休闲、购物和餐饮为一体的零售组织。这种零售业态至少提供20个类别及20000个规模以上的产品,其营业面积一般在5000平方米以上,主要顾客群为半径25分钟路程以内的家庭消费者。由于商品丰富和低价格的优势,大型综合超市有着广阔的开展前景。大型超市在我国是超市业的迅猛开展,使其在社会经济开展中所占的地位越来越重要。因此,可将该现象称作超市经济社会。对于城市社区来说,超