SDCA Asia-Pacific Multidisciplinary Research Journal

Abstract

In recent years, with the retail giants such as Walmart, Carrefour, and Metro, the competition between China and foreign large supermarkets is increasingly fierce. Customer satisfaction index has become an important indicator for measuring large supermarkets’ competitiveness. However, China has not yet established a customer satisfaction index model that meets the country’s national conditions, making the supermarket customer satisfaction assessment lack a theoretical basis. This article is based on the evaluation of customer satisfaction assessment of the large supermarket industry at microscopic levels. Based on the concept of the American Customer Satisfaction Index (ACSI) and European Customer Satisfaction Index (ECSI) models, a new customer satisfaction index model is proposed, and a highly supermarket industry is based on satisfaction investigation of large supermarket customers in Chengdu. The satisfaction model of the customer’s perspective, which has a critical factor affecting the customer satisfaction of the large supermarket, is promoted to the supermarket retail industry to provide recommendations to the future marketing and customer satisfaction strategy development.

Keywords: Large supermarket; Customer satisfaction; Customer loyalty; Service quality.

To cite this article:

Chen, J., Balsicas, N. W., & Virata, A. J. A. (2024). The influence of customer satisfaction and customer loyalty of large supermarkets among retail industry. SDCA Asia-Pacific Multidisciplinary Research Journal, 6(1), 55-64. doi: 10.5281/zenodo.14614158