华北水利水电大学学报（社会科学版）

通过对零售商场的消费者进行问卷调查,对商场服务质量对客户满意度的影响进行实证分析。研究结果表明,零售商场的服务质量与客户满意度密切相关;零售商场的实际服务质量与顾客的期望还有较大差距。零售企业今后应提高服务质量,提升客户满意水平。

By conducting a questionnaire survey of consumers of the retail shopping center,the author studied the impact of the service quality on the customers'satisfaction.The results show that the service quality of retail shopping centers and customer satisfaction are closely related,and the gap is great between the actual retail shopping malls and the expectations of customers.Therefore,the retail enterprises should improve service quality,and enhance the level of customers'satisfaction.