Research Of New Home Mall Customer Satisfaction

Integration in the global economy and an increasingly competitive market of the21st century,the aesthetic increasingly diverse consumer products,while consumersare increasingly buying behavior in the rational.Under this situation，as the supplysideof the business，the way they compete competitive transition from products tocustomer satisfaction competition.the past decade,reflecting the quality of life of thedomestic industry has achieved rapid development,the domestic companies areals ofacing as everetest,as an important home industry terminal one-stop home shoppingmall-new home mall tosurviveand develop,we must choose the “customer focus”ofthe competition means. Therefore,how to improve customer satisfaction and thusimprove customer loyalty and become the new home mall and itsconcerns.In this paper, the new home mall for the domestic status of the investigation anddata collection, collation basis, and based on the SCSB, ACSI, ECSI model such as acomprehensive analysis of customer satisfaction, according to the characteristics ofthe domestic new mallsa and development of household status, select the appropriateimpact on customer satisfaction-related variables, namely, corporate image, customerexpectations,perceived product quality, enterprise quality of service and shoppingenvironment for the establishment of a new home mall customer model, and thenmade this research hypothesis. Then the eight dimensions of the model to quantify theformation of the questionnaire, selected in Nanjing in china representative,to reflectthe quality of life in Nanjing and customer focus point of the IKEA homeconsumption and Meikailong two new malls for household survey data are available,and use SPSS16.0for reseach empirical analysis of data obtained related findings:1. by factor analysis, two factors affecting the new home mall and externalfactors on customer satisfaction and customer satisfaction on customer loyalty are notthe same degree of influence, but overall, the drivers are up to their to the active role.Among them, the perception of product quality, enterprise quality of service, shoppingenvironment and customer expectations of these four factors influence the degree ofcustomer satisfaction higher, reaching50%.2. through correlation and regression analysis, according to the model’sassumptions are nine well verified. Various factors on the assumption that customersatisfaction has been supported;and corporate image and customer expectations oncustomer loyalty has not been assumed in part or support, but two new homes whichmalls customer satisfaction on customer loyalty has a direct positive to influence. 3. by a unilateral deviation analysis, two demographic variables in the new homemall customer satisfaction and customer loyalty on the impact of the difference ingender, age, marital status, education level and monthly income on customersatisfaction and customer loyalty effects are partially supported.Based on the above conclusion,the new home of the domestic malls to enhancecustomer satisfaction and customer loyalty has made a number of reference andreference the relevant recommendations,to the new home for the domestic malls ofthe future development of customer satisfaction research lay a good theoreticalbasis,and thusachieve better practice guide.