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The Influencing Factors of Customer Satisfaction with New Retail Enterprises in Shanghai

Last modified: April 20, 2024
Estimated reading time: 1 min

Title:
The Influencing Factors of Customer Satisfaction with New Retail Enterprises in Shanghai

Author:
Wang Bo

Advisor:
ดร.จิดาภา ชลธารรัตนพงศ์ – Dr. Jidapa Chollathanrattanapong

Degree:
Master of Business Administration

Major:
International Business Management

Faculty:
บัณฑิตวิทยาลัย (Graduate School)

Academic year:
2566 (2023)

Published:
The 16th National and International Academic Conference “Digital Transformation and Sustainable Innovation: Strategies for a Sustainable Future” 31 October – 1 November 2023  (pp. 490-501) https://mba.siam.edu/proceedings16/   PDF


Abstract

The retail industry in China is undergoing significant changes, with new retail models rapidly emerging and developing. The objectives of this study were: 1) To explore the influencing factors of consumer satisfaction with new retail enterprises in Shanghai; 2)To verify that physical store service quality, online service quality, and comprehensive strength of new retail enterprises have an impact on consumer satisfaction with new retail enterprises in Shanghai. This paper selected the Shanghai region, which has a large number of new retail enterprises and is at the forefront of developing new retail models in China, as a case study. A questionnaire survey was conducted on new retail enterprises, with a sample size of 408, and the quantitative method was adopted.

This paper found that: 1) The customer satisfaction with Shanghai’s new retail enterprises was influenced by the quality of physical store services, the quality of online services in new retail, and the comprehensive strength of new retail enterprises; 2) The three factors, physical store service quality, online service quality, and comprehensive advantages of new retail enterprises have a significant positive impact on consumer behavior towards new retail enterprises. Researching the factors influencing customer satisfaction in new retail enterprises helps these businesses provide more targeted high-quality products and services to consumers, thereby enhancing their market competitiveness.

Keywords: New retail firms, customer satisfaction, consumer purchase decision theory


The Influencing Factors of Customer Satisfaction with New Retail Enterprises in Shanghai /

6517195403 Wang Bo 2566 (2023) The Influencing Factors of Customer Satisfaction with New Retail Enterprises in Shanghai สารนิพนธ์ (Independent Study), Advisor: ดร.จิดาภา ชลธารรัตนพงศ์ – Dr. Jidapa Chollathanrattanapong, ปริญญาโท (Master’s Degree), บัณฑิตวิทยาลัย (Graduate School), Master of Business Administration, International Business Management, Bangkok: Siam University

Academic Year 2023, Graduate School 2023, IMBA, IMBA 2023, Independent Study, Independent Study 2023, Master of Business Administration, Master of Business Administration (International Program) 2023, Master of Business Administration 2023, ปริญญาโท (Master’s Degree), บัณฑิตวิทยาลัย (Graduate School), Master of Business Administration,International Business Management