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- W2235590462 abstract "Achieving satisfactory service is crucial to supermarket management, but past studies of service quality mainly focused on discovering the quality elements contributing to customer care, and did not focus on proposing improvements and suggestions. This study primarily focused on the service quality of a medium-sized chain supermarket by surveying quality needs, exploring quality problems, and proposing an improvement program. Effectively combining customer needs to revise the method of service quality improvement, this study comprises three parts: demand survey, demand analysis and conversion. The demand survey is based on the SERVQUAL model of PZB to establish a customer demand questionnaire for a mediumsized chain supermarket. The demand analysis used the two-dimensional quality element classification table to classify the quality factors. Furthermore, the demand conversion used quality function deployment (QFD) to convert into effective practice improvement." @default.
- W2235590462 created "2016-06-24" @default.
- W2235590462 creator A5040120584 @default.
- W2235590462 creator A5068261206 @default.
- W2235590462 date "2013-03-01" @default.
- W2235590462 modified "2023-09-26" @default.
- W2235590462 title "Systematic Services Analysis and Improvement for Supermarket" @default.
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