Factors affecting the satisfaction of customers in electronics supermarket in Hanoi

Abstract

In the context of fierce competition in the market today, customer satisfaction becomes more important than any single factor, such as price or quality. A six-factor model affects the satisfaction of customers at electronics stores in Hanoi with established and verified hypotheses. The research results show that 5 factors have a strong influence on customer satisfaction in terms of "store image", "quality of shop", "product quality", " Quality after-sales service "and" economic value. "The study proposes 7 solutions to improve customer satisfaction such as improving the quality of human resources, quality of products and services. Shop as well as other solutions ...