沈阳航空航天大学北方科技学院本科毕业设计（论文）沈阳大型超市顾客满意度测评研究系（部）经管系专业市场营销班级B143301学号B14330126姓名王益政指导教师毛薇沈阳航空航天大学北方科技学院2015年6月摘要最近几年来我国的零售业尤其是大型商场取得了飞速的发展，但随着我国市场的全面开放，吸引了许多发展较我国成熟很多的大型国外的商场、超市的进驻，以及愈来愈受人欢迎的网购的流行，国内大型商场的所面临的竞争愈发激烈，如何在如此严峻的市场环境下更好的生存是每一个大型商场所面临的严峻问题。零售业的竞争也越来越激烈，使企业在竞争日益激烈的情况下保持竞争优势成为了关键，大型综合超市己经认识到只有不断创造并保持顾客满意才是应对严峻挑战、赢得竞争优势的重要市场战略和长期效益源泉。本文选取对沈阳市广宜乐购进行测评，对其顾客满意度测评流程和方法进行深入研究，构建具体的顾客满意度指数测评模型和评价数据，通过实地调查分析其顾客满意度以寻找优势和劣势，从而根据客户满意度发展优势改进劣势，顾客满意度还能为其战略制定和竞争能力提升提供建议，故此顾客满意度的测评研究显得尤为重要。关键词：顾客满意度大型超市商品结构Abstract（TimesNewRoman体、小三、居中、段前段后1行，行距22磅）Especiallyinrecentyearsourcountry'sretailshoppingmallshaveachievedrapiddevelopment,butalongwithourcountrymarketfullyopen,attractedalotofdevelopmentisrelativelymatureinourcountryalotofthepresenceofalargeforeigndepartmentstores,supermarkets,andthepopularityofonlineshoppingisgettingmoreandmorepopular,thedomesticshoppingmallsfacingtheincreasinglyfiercecompetition,howtobettersurviveinsuchatoughmarketenvironmentisaseriousproblemfacingthelarge-scalemall.Retailingisbecomingmoreandmorefiercecompetition,theenterpriseintheincreasinglycompetitivecircumstanceskeepcompetitiveadvantagehasbecomethekeytolarge-scalecomprehensivesupermarkethasbeenrealizedthatonlybyconstantlycreatingandmaintainingcustomersatisfactionisaseverechallenge,winthecompetitiveadvantageofimportantsourcemarketstrategyandlong-termbenefits.Wideinshenyang,thisarticleselectstheappropriatetescoisevaluated,theprocessesandmethodsfortestingandappraisingcustomers'satisfactiondegreewerein-depthstudy,constructaspecificcustomersatisfactionindexevaluationmodelandevaluationdata,throughon-the-spotinvestigationandanalysistheadvantagesanddisadvantagesofcustomersatisfactionfor,thusaccordingtothecustomersatisfactiondevelopmentadvantagetoimprovethedisadvantage,customersatisfactionandprovideSuggestionsforitsstrategyandcompetitionabilitytoascend,andthereforethecustomersatisfactionsurveyresearchisparticularlyimportant.Keywords:CustomersatisfactionLargesupermarketCo