A Study on Retail Customer Satisfaction in China, the third book of the Series Study on Chinese Retail Industry, was published in November 2008. This is another achievement of this series study after The Development of Chinese Retail Industry (1981-2005) and Innovations in Retailing Management in China.
The research was led by Prof. LI Fei, the executive vice-director of CRRC, and Prof. WANG Gao, the vice-director of CRRC. Prof. CHEN Guoqing, the director of CRRC, wrote the preface for this book. Other people engaged in the research include Dr. XU Yin, WANG Yan, TONG Luqiong, Master CHEN Hao, post doctor MA Baolong from Tsinghua SEM, and Dr. LU Qibin from University Of International Business and Economics.
The main sections on this book are background and significance of empirical study on retail customer satisfaction, test and analysis methods on retail customer satisfaction, the empirical analysis of customer satisfaction for super centers, the empirical analysis of customer satisfaction for department stores, the empirical analysis of large-scale specialized home appliance stores, the empirical analysis of customer satisfaction for large-scale specialized building material stores, and research conclusions.