Driving Factors Behind Consumer Satisfaction: A Comparative Study on Chinese and Foreign Supermarkets in China

By Lu, Qibin; Guo, Xiaoling et al. | International Management Review, July 1, 2007 | Go to article overview

Driving Factors Behind Consumer Satisfaction: A Comparative Study on Chinese and Foreign Supermarkets in China


Lu, Qibin, Guo, Xiaoling, An, Shenghui, International Management Review


[Abstract]

This article studies the differences in factors that affect customer satisfaction and loyalty to the local and the foreign supermarkets in China. With the structural equation modeling method and the data collected from 20 large supermarkets based in China, we find that there exist differences in factors influencing consumer satisfaction and loyalty with regard to Chinese or foreign supermarkets. Post-purchase service shows greater influence upon satisfaction for foreign supermarkets and in-store goods also have greater impact upon loyalty. For Chinese supermarkets, store infrastructure contributes more to loyalty than for foreign supermarkets.

[Keyword] Customer satisfaction; comparative study of retailers; structural equation model

Introduction

With the entry of foreign retailing giants into China, such as Carrefour and Wal-Mart, retailing is becoming a battleground of fierce competition between Chinese and foreign companies. In order to make an objective assessment on the competitive advantage from the perspective of consumers, we find that the customer satisfaction is a key measure of the retailers' performance. In China, some scholars have tried to make empirical studies of the actual situation of customer satisfaction with retailers. With the data of large supermarkets in Wuhan, investigation was conducted with customer satisfaction index model in the theoretical framework of satisfaction index (Liu, Yang, Liu and Wan, 2004). The Jiangsu Administration of Quality and Technology Supervision (JAQTS) conducted a survey about the customer satisfaction with 19 large and middle-sized department stores in 12 cities in Jiangsu province (Huo, 2003). Based on the data by JAQTS, many researchers carried out empirical studies about the customer satisfaction with a given store (Jia and Yan, 2002). China Retailing Research Center (CRR) of Tsinghua University described the overall situation of customer satisfaction with 20 large-sized grocery supermarkets in China (Wang, Li and Lu, 2006).

However, the focus of these studies is either on the measurement scale development of customer satisfaction with retailers or differences of customer satisfaction with different kinds of retailers. It remains to be explored whether the driving forces of customer satisfaction vary with retailers from different countries. Based on the prior research findings, the purpose of this article is to find out if there exist statistical differences between the national and foreign supermarkets about the factors that influence customer satisfaction and loyalty from the perspective of consumers in China.

Literature Review

Since Cardozo (1965) brought the concept of customer satisfaction into the field of marketing, customer satisfaction has attracted increasing attention from academicians and practitioners around the world. Studies of the customer satisfaction with retailers have also been prosperous with the development of customer satisfaction measurement models, such as customer satisfaction measurement based on the theory of service quality (Parasuraman, Zeithaml and Berry, 1985, 1988; Parasuraman, Berry and Zeithaml, 1991) and customer satisfaction measurement of retailing companies from macro perspectives (Johnson and Fornell, 1991; Fornell, 1992; Fornell, Johnson, Anderson, Cha and Bryant, 1996). However, little study has been discovered about the different factors that influence customer satisfaction with the supermarkets of different natures, especially in the context of China, by comparatively studying the differences between national and foreign companies.

Within the limited numbers of studies in China, some studies compare the positioning point of Wal-Mart and Carrefour in China, and some test the adaptability of Crawford and Mathews's findings in China (Li, Liu and Wu, 2006). Other studies indicate that the evaluation scores of foreign supermarkets are superior to those of local supermarkets in almost all of customer satisfaction criteria (Wang, Li and Lu, 2006). …

The rest of this article is only available to active members of Questia

Sign up now for a free, 1-day trial and receive full access to:

  • Questia's entire collection
  • Automatic bibliography creation
  • More helpful research tools like notes, citations, and highlights
  • Ad-free environment

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items

Items saved from this article

This article has been saved
Highlights (0)
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

Citations (0)
Some of your citations are legacy items.

Any citation created before July 30, 2012 will labeled as a “Cited page.” New citations will be saved as cited passages, pages or articles.

We also added the ability to view new citations from your projects or the book or article where you created them.

Notes (0)
Bookmarks (0)

You have no saved items from this article

Project items include:
  • Saved book/article
  • Highlights
  • Quotes/citations
  • Notes
  • Bookmarks
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited article

Driving Factors Behind Consumer Satisfaction: A Comparative Study on Chinese and Foreign Supermarkets in China
Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Full screen

matching results for page

Cited passage

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited passage

Welcome to the new Questia Reader

The Questia Reader has been updated to provide you with an even better online reading experience.  It is now 100% Responsive, which means you can read our books and articles on any sized device you wish.  All of your favorite tools like notes, highlights, and citations are still here, but the way you select text has been updated to be easier to use, especially on touchscreen devices.  Here's how:

1. Click or tap the first word you want to select.
2. Click or tap the last word you want to select.

OK, got it!

Thanks for trying Questia!

Please continue trying out our research tools, but please note, full functionality is available only to our active members.

Your work will be lost once you leave this Web page.

For full access in an ad-free environment, sign up now for a FREE, 1-day trial.

Already a member? Log in now.