China's Large Shopping Malls In Customer Satisfaction Evaluation

Under the condition of the global economy's into an organic whole and the knowledge economy's coming, business enterprises have to face the serious challenge. In order to survive and develop, business enterprises should focus on customer which is a certain choice for competition. So how to raise customer satisfaction and further enhance customer loyalty has received much attention.After almost a year's survey of Chinese large-sized stores and data collection, the thesis analyzes the customer's constitution and influence factors of purchasing place; Based on the model of SCSB and ACSI and ECSI, the thesis brings forward a model which is suitable to Chinese large-sized stores, and add "customer's emotion" variable between customer satisfaction and customer loyalty; this thesis classifies the influence factors according to enterprise image and perceived quality and perceived price, and sets up suitable variables. On the basis of analyzing consuming level and motive, it brings forward that price is a direct influencing factor to CS; The model using the data of three large-sized stores in China indicates that the CSD is higher in enterprise image and goods quality than in price and convenience, which provides evidence to the develop of Chinese large-sized stores.