Research On Service Quality Of Mingkeduo Supermarket In Baicheng City Based On 5GAP Model

Supermarket,as a retail enterprise that can have a wide range of direct contact with service objects in the current social market and is mainly characterized by providing "self-service purchase and unified cash register" service,has been deeply rooted in the lives of the masses of people.However,with the improvement of people’s material life level,the size of the market increases gradually,businesses have realized can meet the demand of pure money trading is no longer become the main power of customers choosing a businessman,in the attention to product quality,the price is on the basis of the control,the businessman also began to focus on the attention to service,this is because the service has become the customer consumption "invisible" products,although not in the form of an entity,but it is one of the concerns of the people.As a result,the public’s demand for professional service is getting higher and higher,that is,traditional service methods cannot meet the diverse needs of the public,and professional service means and service attitude are becoming more and more the main means for merchants to attract customers.From the perspective of customers,the quality of service has a positive correlation with their consumption.Merchants with good service quality tend to get the upper hand in peer competition and improve their business level,which will naturally directly affect the future development of the retail industry such as supermarkets.Similarly,when the online sales platform rolled out gradually,the development of supermarket,door-to-door delivery services,the entity supermarkets also faces the most direct challenge,to this,the good store environment and special services will be the most powerful means of competition,the entity supermarkets to the advantage of the entity supermarket play to the largest,how to compete with online supermarket virtuous,how to use the high quality service to improve the business level are all we need to focus on problems.Based on the above purposes,this paper intends to take Mingkeduo supermarket in Baicheng city as an example to analyze the existing service quality through SERVQUAL model and find out the existing problems.At the same time,according to the 5GAP model,the reasons for the gap in service quality were analyzed,and the countermeasures and Suggestions for narrowing the gap were put forward.