Journal of Service Science and Management, 2013, 6, 46-55

http://dx.doi.org/10.4236/jssm.2013.61006 Published Online March 2013 (http://www.scirp.org/journal/jssm)

The Customer Satisfaction Research of 7-ELEVEn Stores

in Hong Kong*
Yongmei Xu1, Xiaowen Ye2, Fan Zhang3,4
1
Department of Business Administration, School of Management, Jinan University, Guangzhou, China; 2Enterprise Management,
School of Management, Jinan University, Guangzhou, China; 3School of Business Administration, South China University of Tech-
nology, Guangzhou, China; 4The Party School of the CPC Guangdong Provincial Committee, Guangzhou , China.
Email: txuym@126.com, shermon@163.com

Received December 4th, 2012; revised January 6th, 2013; accepted January 18th, 2013

ABSTRACT
Using the 7-ELEVEn stores in Hong Kong as an example, this paper has studied customer satisfaction from the point of
view of the enterprise. This paper has established a retail enterprise customer satisfaction model based on CCSI models.
The secondary indexes of this customer satisfaction model include the following content: enterprise/brand image, qual-
ity expectations (shopping environment of convenience stores), quality perception (staffs service quality), value per-
ception, customer satisfaction, complaints and loyalty of customers and there are also 18 indexes in third class indica-
tors. With the principal component analysis, it can be found that three important factors were value and overall satisfac-
tion, employee service quality, shopping environment and brand image, besides three satisfaction factors were shopping
environment, the staffs service quality and perceived value. The aim of this paper is to provide reference for the key of
enterprises future work and also for the optimal distribution of resources.

Keywords: Hong Kong 7-ELEVEn; Convenience Store; Satisfaction; Service Quality; Factors Analysis

1. Introduction model of Chinese customer satisfaction index. From

seven aspects including enterprises brand image, ex-
In Hong Kong, most of the convenience stores are fran-
pected quality, perceived quality, perceived value to re-
chised, so the service quality will directly affect one even
flect the customer satisfaction, customer complaints and
the entire chain system income, according to the statistics,
customer loyalty, which evaluates the customer satisfac-
a company loses 10% - 30% customers on average each
tion at the micro level and also makes improvement for
year, however, usually they have no idea who the lost
the existing customer satisfaction model [2].
customers are, when and why they lost them; such cus-
tomer loss will do their sales revenue and profit great
2. Literature Review
damage. So it is required that the enterprise should focus
on the individual needs of customers and meet that needs 2.1. Development and Situation of Convenience
to attract them to purchase again [1]. Stores
In 1994 the United States established the econometric
The operation of convenience stores (CVS) is facing a
model (ACSI) of customer satisfaction index, in order to
crossover revolution by providing multiple services, in-
monitor the operation condition of the macroeconomic
cluding daily fresh foods, a caf, ticketing, and a grocery
and increase comparability of customer satisfaction cross-
[3]. It means the convenience stores may provide greater
industry and cross-department, but the model only stayed
access to foods and beverages than supermarkets or small
at macroscopic level. Since the customer satisfaction
grocery stores and thus influence food choice and con-
index has been introduced into China in 1995, domestic
sumption [4,5]. During these years, competition intensity
scholars have conducted a lot of research. According to
in the retail industry has been getting more and more
the actual situation of the Chinese market, Tsinghua Uni-
centralized and diversified. As a fast-developing retail
versity has taken the lead in putting forward the CCSI
condition, convenience stores have taken much more
*
This paper is supported by key items of the soft science project in burden than they used to do the most important one
Guangdong provincial department of science and technology (Item among which is how to maintain the attraction to custom-
Number: 2011A070102001) and the high-tech office in Guangdong
provincial department of science and technology (Item Number: ers for convenience store [6]. Todays conveniencestore
2011B010100031). retailing environment is hypercompetitive. Sustainable

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 The Customer Satisfaction Research of 7-ELEVEn Stores in Hong Kong 47

advantage gives way quickly as competitors scurry to pitality: it provides good customer service; its believed
copy innovations in operations and supply-chain man- the customer is god; they should provide service with
agement, implement similar technology, and mimic in- smile and respect their demands then satisfy them. 4)
store merchandising [7]. Clean sanitation: the shops are kept clean and sanitary,
because the stores environment has an effect on the
2.2. Customer Satisfaction Has Been Studied shopping and make for happy customers (http://www.
Widely 7-11bj.com.cn/com_2.html finished by this studied).
Churchill and Surprenant believed that consumer satis- 4. Design of Research
faction derived from the results of consumers purchasing
experiences and by using products [8]. Customer satis- 1) By means of collecting the survey samples about
faction has been studied widely. Hong Kong 7-ELEVEn stores and analyzing the con-
Parasuraman, who has studied the impact of service sumers behavior characteristics, the analysis will con-
quality on customer satisfaction, believed service quality tinue with the customer satisfaction and importance. 2)
has an important effect on customer satisfaction [9]. And There is an evaluation for customers about the impor-
the relationship between customer satisfaction and price tance and satisfaction of products and services, through
sensitivity also has been studied. Satisfaction is divided the comprehensive evaluation of the customer about
into economic satisfaction derived from tangible prod- Hong Kong at 7-ELEVEn stores. 3) Using the integration
ucts and social satisfaction provided by service encoun- of CCSI model and service gap model, we have data
ters. That economic satisfaction is negatively associated analysis and SWOT analysis to judge whether the quality
with price sensitivity. However, social satisfaction is po- of service is fit and then find out the areas in need of im-
sitively related to price sensitivity, especially for female provement. 4) At last, the things to do are integrating the
sample data, having a comprehensive evaluation on the
customers and customers with high patronage frequency
service quality and customer satisfaction, and summariz-
[10]. Personal interaction quality has a stronger influence
ing the main points to analyze the relationship between
on customer satisfaction. Customer satisfaction, in turn,
service quality and customer satisfaction, to improve
contributes to customer loyalty; it means the satisfaction
customer satisfaction [12].
has a very strong influence on loyalty [11]. Besides, the
According to the characteristics of retail business in
study also involves the interests of the company, laws
Hong Kong, there is research about 7-ELEVEn stores to
and regulations and so on.
understand the quality of service level and the character-
istics of customer satisfaction, by means of part-time
3. Analysis of 7-ELEVEn in Hong Kong experiences in Hong Kong 7-ELEVEn and the in-depth
In 1981, the first 7-ELEVEn in Hong Kong whose man- interview with store managers. In this research, the CCSI
agement right had been obtained by the Hong Kong milk model has been used to make a questionnaire which has
company started business in happy valley. Just after 30 surveyed the importance and satisfaction of customers
years, in Hong Kong, the number of 7-ELEVEn stores with 21 problems. In addition, it has also analyzed the
has increased to more than 1070 (To early 2012). And in factors of customers with the help of sample analysis in
those stores 24 hours a day are for customer service; at SPSS (Figure 1).
first there only sold drinks and snacks, later the one- Based on the characteristics of population distribution
stop work style convenience services have been pro- and consumers behavior, firstly, the research has inves-
vided, such as charging, payment service, etc., and the tigated the cognitive importance about products in con-
Hot shot Hot selling cooked food has been opened, that venience stores, the customer loyalty and the satisfaction
provides customers with convenient fast food. In addition, of convenience stores service, then it has analyzed the
the Hong Kong 7-ELEVEns also actively participate in reliability, validity and variance, afterwards it can iden-
public welfare activities and organize or support a variety tify the problem and put forward corresponding coun-
of charity activities. termeasure (Figure 2).
Hong Kong 7-ELEVEns management policies are as
follows: 1) Complete ranges of goods, the goods cus- 5. Basic Construction of the Customer
tomers need are readied so that the customers can search Satisfaction Evaluation System
convenience and the search time will be reduced. 2) Combined with the characteristics of Hong Kong 7-
Guarantee of quality and fresh: The staff put fresh goods ELEVEn stores, the investigation model of customer
always and check the goods expiry date regularly every satisfaction has been established whose secondary in-
day to avoid expired food entering into the market and dexes and level 3 indexes are reference to the structure
rights and interests of the consumers are harmed. 3) Hos- design of CCSI model and micro model (Table 1).

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48 The Customer Satisfaction Research of 7-ELEVEn Stores in Hong Kong

The in-depth interview with store managers Sort out and analyze the related literature material

Establish the objective evaluation index of the questionnaire

The questionnaire design about customer satisfaction for Hong Kong at 7-eleven stores

Questionnaire survey

Sort out the questionnaires and statistical analysis

Analysis the factors which influence customer satisfaction

Research summary and suggestions

Figure 1. The research approach.

Cognitive importance about products in

Characteristics of
convenience stores Analysis of the reliability,
population
validity and variance
distribution
Customer loyalty

Consumers behavior
Find out the problems and put
Satisfaction of convenience stores service forward opinions

Figure 2. The technology roadmap.

Table 1. The customer satisfaction investigation (CCSI) model of Hong Kong 7-ELEVEn stores.
The first level indexes The secondary indexes The level 3 indexes
The overall brand image of convenience stores
Enterprise/brand image
The overall reputation of convenience stores
The traffic convenience of Convenience stores
Quality expectations The comfort of Shopping environment
(shopping environment of convenience store) The diversity of goods
Goods place in order, and easy to search
Staffs dress
Staffs service timely
The customer Quality perception (staffs service quality) Staffs service initiatively
satisfaction indexes Staffs etiquette courtesy in service
Staffs professional level
Commodity price
Value perception
The quality of the goods
Customer satisfaction The overall customer satisfaction
Customers complaints The method and efficiency that employees dealing with complaints
The possibility of customer repeat purchase
Customers loyalty The Customer patience in price changing
The possibility that customer will recommend to others

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 The Customer Satisfaction Research of 7-ELEVEn Stores in Hong Kong 49

The five level Likert scale has been used. The ques- 6.1. Statistics of Basic Description
tionnaire includes three parts: the first part is the evalua-
6.1.1. Population Characteristics
tion about the degree of importance and satisfaction in
Male customers accounted for 48.5%, thus the female
various indexes for Hong Kong 7-ELEVEn stores cus-
customer accounted for 51.5%. From this data distribu-
tomers; in this part, there is an evaluation from the en-
tion, it can be found the proportion of men and women
terprise/brand image, quality expectations (shopping en-
consumers in Hong Kong 7-ELEVEn stores are relatively
vironment of convenience stores), quality perception
average. From the age of the structure, customers less
(staffs service quality), value perception and overall
than 20 years old accounted for 14.1%, between 21 to 30
customer satisfaction using the CCSI model as evalua-
years old accounted for 66.8%, 31 to 40 accounts for
tion index. Customers should answer these indexes with
11.1%. Thus on the whole, the customers in Hong Kong
the five level scale of Likert, which is from 1 to 5 and
7-ELEVEn stores are younger. And from the education
respectively mean extraordinary not important (extraor-
of the structure, the ratio of university (college) is 70.2%,
dinary not satisfied), not important (not satisfied), gen-
which in agreement with the result from age structure.
eral, important (satisfied), extraordinary important (ex-
By occupation, the ratios of students and people in the
traordinary satisfied). The second part is the evaluation
proportion is high, respectively is 48.9% and 40.8%.
of customer satisfaction and loyalty; it is mainly about
From the data, it can conclude that students and working
the repeat purchase possibility, the prices bearing ca-
people are the Main consumption group for Hong Kong
pacity and the possibility of recommending others to buy.
7-ELEVEn stores (Table 2).
Only get loyal customers, the enterprise can have profit.
Only by getting loyal customers can the enterprise can
6.1.2. Consumption Behavior Characteristics
have profit. The third part is the population characteris- The proportions of family income below 5000 yuan or
tics, including gender, age, and occupation, etc. Ac- between 10,000 and 20,000 yuan are bigger than others,
cording to the content of each evaluation, it will analyze which are 26.7% and 25.6%. The proportion of average
degree of satisfaction about Hong Kong 7-ELEVEn consumption frequency every month of 1 - 10 times is
stores and find out the problems then put forward opin- biggest with 64.9%, while the proportion of zero time is
ions. only 9.2%, that means customers will consume in Hong
This questionnaire aim at customers who have shopp-
ed in Hong Kong 7-ELEVEn stores. 1) The convenience Table 2. Customers percentage data sheet in population
store surveyed in this research is located in Kowloon characteristics.
Kwun Tong district of Hong Kong, and our targets are
the residents there, so we handed out questionnaires to Items Options Number of people Ratio
those customers who came to shop. 2) We handed out Male 127 48.5%
questionnaires to the students from Hong Kong in Jinan Sex
university, because in Jinan the Hong Kong students Female 135 51.5%
come from different districts, so that the data can be Less than 20 years old 37 14.1%
more comprehensive, but the ratio of students in voca-
tional aspects will be relatively high. 3) At the same time, 21 - 30 years old 175 66.8%
we also took an online questionnaire survey with the help Age 31 - 40 years old 29 11.1%
of questionnaire star which is in highest reputation. By
41 - 50 years old 14 5.3%
distributing this online questionnaire we could collect the
questionnaire more conveniently and let respondents More than 50 years old 7 2.7%
check the results through the network connection. That
Junior high school
greatly increased respondent participation. 23 8.8%
or below

Education Senior high school 39 14.9%

6. Datas Collection and Processing
University (college) 184 70.2%
The questionnaire was distributed from April 3 to April
13 in 2012, 150 questionnaires had been distributed while Postgraduate or above 16 6.1%
122 of them were sent back, and after the screening, 112 Student 126 48.9%
effective questionnaires were obtained; At the same time
162 questionnaires were distributed on the network, but Working person 107 40.8%
Occupation
there were only 150 effective questionnaires after delet- Job-waiting 20 7.6%
ing those invalid, so the final number of effective ques-
Others 7 2.7%
tionnaires was 262 and the effective rate was 83.9%.

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50 The Customer Satisfaction Research of 7-ELEVEn Stores in Hong Kong

Kong 7-ELEVEn stores. And the proportions of average same product or service, the will have different behavior
consumption amount every month below 50 yuan or be- and reactions (Figure 3). The reasons are as follows: 1)
tween 50 and 100 yuan are bigger than others, which are The customers ageit is closely related to the product
31.1% and 30.5%. For the way customers know Hong in convenience stores, service and price. The overall
Kong 7-ELEVEn stores, passing away occupies a large trend is that the number of customers between 21 and 30
advantage with proportion in 61.5%, which illustrates years old is bigger than others while more than 30 years
that the distribution range of Hong Kong 7-ELEVEn of age is relatively less. 2) Customers occupationit is
stores is wide for the customers to consume (Table 3). bound up with price of convenience store, the quality of
service. The occupation has an effect on consumers con-
6.1.3. Importance and Satisfaction about sumption level and the consumption concept. The bear
Consumption of Customers and accept ability of Students and on-the-job persons in
For the scores about the importance and satisfaction of the price of the convenience store to are higher. 3) The
the indexes in the sample data, four options including the customers family incomeit relates to the convenience
overall brand image of convenience stores, whether stores brand, product diversity, the price and so on. Cus-
goods are placed in order, and easy to search, staffs ini- tomers with high family income are more sensitive to the
tiative in service and staffs professional level have brand of convenience stores. 4) The customers degree of
greatest standard deviations in importance. Besides, other educationthe degree of education is related to the ab-
four options including staffs initiative, etiquette courtesy stract factors like brand and service. A high degree of
in service, staffs professional level and price make education customers pay more attention to the added
greatest standard deviations in satisfaction (Table 4). value of commodities, it means they also pay attention to
Because customers are from different age, occupation, emotional interest in the process of shopping besides
family income groups and so on, when they face the the essence function of goods.

Table 3. The customers percentage data sheet in consumption behavior characteristics.

Items Options Number of people Ratio

Less than 5000 yuan 67 25.6%

5000 - 10,000 yuan 48 18.3%

Family income 10,000 - 20,000 yuan 70 26.7%

20,000 - 30,000 yuan 48 18.3%

More than 30,000 yuan 29 11.1%

Zero time 24 9.2%

1 - 10 times 170 64.9%

Average consumption frequency every month 11 - 20 times 32 12.2%

20 - 30 times 9 3.4%

More than 30 times 27 10.3%

Less than 50 yuan 82 31.1%

50 - 100 yuan 80 30.5%

Average consumption amount every month 100 - 200 yuan 38 14.5%

200 - 300 yuan 21 8%

More than 300 yuan 41 15.6%

Introduced by friends 14 5.3%

Advertisement and newspaper 34 13%

The way knowing Hong Kong 7-ELEVEn Passing away 161 61.5%

Internet 9 3.4%

Others 44 16.8%

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 The Customer Satisfaction Research of 7-ELEVEn Stores in Hong Kong 51

Table 4. The customers percentage data sheet in importance and satisfaction for products and services.

Minimum Maximum Average Standard deviation

Content Number
Importance Satisfaction Importance Satisfaction Importance Satisfaction Importance Satisfaction
1) The overall brand image
262 1 1 5 5 3.9885 3.8702 0.84637 0.69367
of convenience stores
2) The overall reputation
262 1 1 5 5 4.0573 3.8588 0.78818 0.67743
of convenience stores
3) The traffic convenience
262 1 1 5 5 4.3359 4.0191 0.80811 0.70277
of Convenience stores
4) The comfort of
262 1 5 5 4.1374 3.7328 0.74549 0.70926
Shopping environment
5) The diversity of goods 262 1 1 5 5 4.2443 3.6260 0.76905 0.73590
6) Goods place in order,
262 1 1 5 5 4.1489 3.8015 0.83779 0.66574
and easy to search
7) Staffs dress 262 1 1 5 5 3.6221 3.6832 0.82022 0.65713

8) Staffs service timely 262 1 1 5 5 4.1069 3.5878 0.79028 0.76684

9) Staffs service initiatively 262 1 1 5 3.6450 3.4924 0.99806 0.85205

10) Staffs etiquette courtesy
262 1 1 5 5 4.2748 3.6412 0.78836 0.77379
in service
11) Staffs are professional
262 1 1 5 5 3.8702 3.4466 0.88752 0.81356
and can answer the questions
12) The products price
262 1 1 5 5 4.2481 3.1756 0.79960 0.88825
you think after shopping
13) The products price you
262 1 1 5 5 4.4046 3.6374 0.70877 0.67396
think after shopping
14) The method and efficiency
that employees dealing with 262 1 1 5 5 4.1947 3.4618 0.75066 0.70878
complaints
15) The overall
262 1 1 5 5 4.0763 3.6756 0.73883 0.65922
satisfaction degree

5
Standard deviation

0 2 4 6 8 10 12 14 16
Average

Average of importance Average of satisfaction Standard deviation Standard deviation

of importance of satisfaction

Figure 3. The comparison between importance and satisfaction of customers.

6.1.4. Loyalty of Customers of continue consuming in this convenience store is 37.8%,

It can be seen the condition that customers never grumble if the price increases, the ratio of that they will continue
or complain is common, the proportions of them are buy is 30.9% and may not is 30.5%, and the high propor-
40.5% and 57.3%, the high proportions mean all respects tion tells that convenience stores should pay more atten-
have done well in the convenience stores. And the ratio tion to customers demand in price. In the aspect of

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52 The Customer Satisfaction Research of 7-ELEVEn Stores in Hong Kong

recommendation, the proportion of choosing may be greater than 0.80, the presenting natures are good, it
accounts for 32.1% and I dont know accounts for means there is a common factor among the variables and
27.9%, I dont know means customer may recommend the variables are fit for factor analysis.
or not. So far, from the data analysis of the survey, it can The importance value of Bartlett sphericity test is
be concluded that for the most satisfied convenience 1389.692, (the degree of freedom is 105) and the satis-
store, the proportion of 7-ELEVEn accounts for 48.1%, faction value is 1627.260, (the degree of freedom is 105),
the rival 0 k convenience store accounts for 11.5%, the off-diagonal numerical of unit matrix which indicates
28.2% of customers choose no, this is a potential cus- net correlation matrix are zero, the significant probability
tomers category (Table 5). value here is p = 0.000 < 0.05 and the null hypothesis is
refused, namely the hypothesis that net correlation matrix
6.2. Validity Analysis of variables is not unit matrix hypothesis. Accepting the
6.2.1. Correlation Analysis hypothesis that net correlation matrix is unit matrix hy-
The KMO values here (Table 6) are 0.853 and 0.888, the pothesis, it means there is a common factor among the
statistics of importance index and satisfaction index are variables and the variables are fit for factor analysis.

Table 5. The customers percentage data sheet in loyalty of customers.

Items Options Number of people Ratio

1) Never 106 40.5%

2) Few 54 20.6%
Grumbling times in last month 3) Rarely 75 28.6%
4) Often 23 8.8%
5) Frequently 4 1.5%
1) Never 150 57.3%
2) Few 48 18.3%
Complaining times in last month 3) Rarely 44 16.8%
4) Often 18 6.9%
5) Frequently 2 0.8%
1) Certainly not 24 9.2%
2) Maybe not 37 14.1%
Consuming again in Hong Kong
3) Unknown 45 17.2%
7-ELEVEn for the similar products
4) Maybe 99 37.8%
5) Certainty 57 21.8%
1) Certainly not 37 14.1%
2) Maybe not 80 30.5%
Consuming again in Hong Kong
3) Unknown 62 23.7%
7-ELEVEn if the price increases
4) Maybe 81 30.9%
5) Certainty 2 0.8%
1) Certainly not 39 14.9%
2) Maybe not 56 21.4%
Recommend the shopping in
3) Unknown 73 27.9%
Hong Kong 7-ELEVEn to others
4) Maybe 84 32.1%
5) Certainty 10 3.8%
1) nonexistence 74 28.2%
2) Hong Kong 7-ELEVEn convenience stores 126 48.1%
The most satisfied convenience store
3) Hong Kong 0 k convenience stores 30 11.5%
in your mind up to now
4) Hong Kong Vango convenience stores 6 2.3%
5) Others 26 9.9%

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 The Customer Satisfaction Research of 7-ELEVEn Stores in Hong Kong 53

6.2.2. Factor Extraction can also be regarded as factors weighting matrix (name-
When the principal component analysis is used to extract ly factors pattern matrix), the later factor matrix is made
common factor, the preliminary intercommunity estima- by the factor matrix before multiplying by the factor
tors are 1, and if the degree of communality is under 0.2, transformation matrix.
that this item can be deleted. In Table 7 the initial values From Table 8, the following can be seen: the first
of importance and satisfaction are 1, the values of the common factor is contained in 10, 12, 13, 14 and 15
extraction are greater than 0.20, so all of that have no these five problems, the second one is contained in 5, 6,
need to be deleted. 7, 8, 9 and 11, and the third one is contained in 1, 2, 3
Here the Varimax is used to make the orthogonal rota- and 4, that means the correlation between them is large.
tion, and its treated with default method of Kaise nor- In addition, the first common factor can be called value
malizing in the orthogonal rotation which has 3 times and overall satisfaction, the second one is staffs ser-
conversion of iteration. The main purpose of rotation vice quality, and the third one is shopping environment
which has been arranged with the load capacity of factor and brand image.
is arranging the factors load capacity of items in each From Table 9, we also can find that: the first common
common factor. After the rotation, the factors load ca- factor is contained in 1, 2, 3, 4 , 5 and 6 these six prob-
pacity which was bigger originally become much bigger, lems, the second one is contained in 7, 8, 8, 10 and11,
while the smaller one get much smaller, and the items and the third one is contained in 12, 13, 14 and 15, that
quadratic sum of load capacity in each common factor means the correlation between them is large. In the same
(intercommunity of item) is the same as before. Because way, the first common factor can be called shopping
here we used is orthogonal rotation, the coefficient in the environment and brand image, the second one is staffs
table can be regarded as correlation coefficient matrix service quality, and the third one is value and overall
about variable and factor, namely factor structure matrix, satisfaction.

Table 6. The importance and satisfaction test in KMO and bartlett.

Items Importance Satisfaction

Kaiser-Meyer-Olkin measure of sampling adequacy 0.853 0.888
Approximate chi-square distribution 1389.692 1627.260
Bartlett sphericity test Degree of freedom 105 105
Significance 0.000 0.000

Table 7. The evaluation of communalities degree about importance and satisfaction.

Initial value Extraction Initial value Extraction
Indexes
(importance) (importance) (satisfaction) (satisfaction)
1) The overall brand image of convenience stores 1.000 0.707 1.000 0.562
2) The overall reputation of convenience stores 1.000 0.775 1.000 0.624
3) The traffic convenience of convenience stores 1.000 0.489 1.000 0.509
4) The comfort of shopping environment 1.000 0.494 1.000 0.538
5) The diversity of goods 1.000 0.530 1.000 0.459
6) Goods place in order, and easy to search 1.000 0.467 1.000 0.502
7) Staffs dress 1.000 0.512 1.000 0.415
8) Staffs service timely 1.000 0.453 1.000 0.701
9) Staffs service initiatively 1.000 0.571 1.000 0.747
10) Staffs etiquette courtesy in service 1.000 0.559 1.000 0.604
11) Staffs are professional and can answer the questions 1.000 0.556 1.000 0.631
12) The products price you think after shopping 1.000 0.525 1.000 0.619
13) The products price you think after shopping 1.000 0.709 1.000 0.605
14) The method and efficiency that employees dealing with complaints 1.000 0.585 1.000 0.624
15) The overall satisfaction degree 1.000 0.479 1.000 0.608

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54 The Customer Satisfaction Research of 7-ELEVEn Stores in Hong Kong

Table 8. The feature matrix of importance after rotation.

Component
Item
value and overall satisfaction Staffs service quality shopping environment and brand image
13) The products price you think after shopping 0.808 0.022 0.238
10) Staffs etiquette courtesy in service 0.717 0.173 0.121
12) The products price you think after shopping 0.686 0.047 0.229
14) The method and efficiency that employees
0.669 0.360 0.088
dealing with complaints
15) The overall satisfaction degree 0.459 0.210 0.441
9) Staffs service initiatively 0.022 0.753 0.059
7) Staffs dress 0.106 0.694 0.139
11) Staffs are professional and can answer
0.362 0.646 0.089
the questions
5) The diversity of goods 0.306 0.597 0.283
6) Goods place in order, and easy to search 0.383 0.561 0.074
8) Staffs service timely 0.384 0.531 0.154
2) The overall reputation of convenience stores 0.114 0.078 0.869
1) The overall brand image of convenience stores 0.076 0.076 0.834
3) The traffic convenience of Convenience stores 0.352 0.043 0.603
4) The comfort of Shopping environment 0.259 0.404 0.514
Eigen value 3.036 2.802 2.544
Analytic variance % 20.238 18.683 16.958
Accumulated analytic variance % 20.238 38.921 55.879

Table 9. The feature matrix of satisfaction after rotation.

Component
Item
Shopping environment Staffs service quality value sensing
2) The overall reputation of convenience stores 0.776 0.036 0.143
1) The overall brand image of convenience stores 0.730 0.133 0.103
3) The traffic convenience of Convenience stores 0.692 0.168 0.048
4) The comfort of Shopping environment 0.671 0.240 0.173
6) Goods place in order, and easy to search 0.610 0.325 0.153
5) The diversity of goods 0.532 0.366 0.206
9) Staffs service initiatively 0.188 0.833 0.133
8) Staffs service timely 0.200 0.797 0.160
10) Staffs etiquette courtesy in service 0.217 0.682 0.303
11) Staffs are professional and can answer the questions 0.210 0.628 0.439
7) Staffs dress 0.303 0.502 0.267
13) The products price you think after shopping 0.189 0.092 0.749
12) The products price you think after shopping 0.018 0.266 0.740
14) The method and efficiency that employees dealing with complaints 0.110 0.424 0.658
15) The overall satisfaction degree 0.397 0.208 0.638
Eigen value 3.185 3.087 2.477
Analytic variance % 21.230 20.580 16.515
Accumulated analytic variance % 21.230 41.810 58.326

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 The Customer Satisfaction Research of 7-ELEVEn Stores in Hong Kong 55

7. Conclusions 2006, pp. 6-7.

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Thanks for the helpful discussion with Miss. F. Z. Li and Investigation of Retailing Industry in Taiwan, Journal of
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