Planning and developing the new-type customer service of convenience store

• Main Authors: SUNG, YING YU, 宋英右
• Other Authors: 陳耀茂
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/86683837691395888549

碩士 === 東海大學 === 企業管理學系碩士班 === 94 === Along with more higher average income of everybody, the people also focus on the usage of the time more and more.The convenience stores have become one part of the consumers’ daily life gradually, which lets the consumers more care about if convenience stores can provide them convenient and fast services.Therefore, the merchandise price isn't one only thing consumers will considerate when they buy something.The consumers know 「convenience」and must pay certain price.At this time, the managers of convenience stores should note to want to satisfy customers not only open for 24 hours, but also should speed development of more convenient and perfect services to satisfy consumers.This research hopes find the most important attribute of convenience store that consumers care about, understanding the latent needs of consumers to convenience store, then planning and developing the new-type customer service of convenience store.The results of the research provide the convenience store industry some references, hoping to make the convenience store industry creates some service that the customers care about, rather than increase services stubbornly.These actions must benefit the convenience store industry. This research focus on the services of convenience stores that the consumers contact with, makeing the best satisfying combination and understanding the most important service attributes that the consumer care about.Then designing new services to match the customer favour, let the consumers have the loyalty and increase the income of the convenience store. This research used conjoint analysis to find the most important service attributes that the Whole repliers care about is「the channel that the customers get information of the consuming」.The most favorite convenience store service combination of the Whole repliers：「the channel that the customers get information of the consuming：provide the merchandise catalog to provide customers to browse by theirself in the store；The hardware facilities in the store：Providing the physiology function facilities customer can use；The trade modes when customers urgent：The customers enter the store and selectss merchandises by theirself；The collection and rent service：Provide the collection service；Settle up mode：The clerk serves」.Then find the most important service attributes and the preferred levers that according to the sex and the consumption time respectively again each layer.