小売業における顧客満足の構造分析 : 中日・業態別比較研究

概要

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In our research, we built on the results of earlier studies and analyzed the structure ofcustomer satisfaction by using the CustomerDelight Satisfaction Index (CDSI). For this purpose, we collected data on 1,320 customersin four categories of retailers: department stores, supermarkets, convenience stores andconsumer electronics chains. We then looked at the differences in various aspects of customersatisfaction among genders, nationalities andcategories. We also looked at the structure ofcustomer satisfaction by using the factor analysismethod, and examined the impact of gender, nationality and category on each of the customer satisfaction factors obtained through the factor analysis by using the analysis of variance.Furthermore, we explored the structural ifferences in customer satisfaction among genders,nationalities and categories by covariancestructure analysis based on the customer satisfaction causal model adopted for this study. We found that the three hypotheses set forth in this study were generally valid.