Name: Big C, Metro, Ocean Mart

Hnh thc: online survey, questionnaire ti siu th, chp nh, interview, clip.
Survey: evaluate customers service
1. Reliability
- Sp co dam bao chat luong, do dung tot ko?, thuc pham tuoi ngon, sach,. (dam bao ve sinh an
toan thuc pham)
- Cung cap dung loai sp theo yeu cau cua khach hang
- Giao hang dung hen
2. Assurance
- Thai do cua nhan vien quay thanh toan(smiling, friendly, .)
3. Tangibles
- Co so vat chat day du, khong gian rong rai, sach se, gui xe, gui do, ve sinh an toan thuc pham,
sap xep gian hang tien loi, hop ly, anh sang, dieu hoa, thang may,
4. Empathy
- Individu22al attention,
5. Responsiveness
- Willing tra loi khach hang,
- Khi hang hoa co loi, co dc tra lai hang, sua chua?....
- Tgian thanh toan, nhan hang, phuc vu,
Gio dong, mo cua hop ly? Thuan loi cho mua sam,
- Reliability:
o Sn phm c cung cp p ng yu cu mua sm ca khch hng
o Cht lng sn phm ca siu th c m bo
o Dch v giao hng tn ni ng thi gian nh cam kt.
o Cc thng tin lin quan cht lng hng ha (xut x, thnh phn) y , r rng
o Siu th thc hin ng theo nhng g cam kt trong cc chng trnh bn hng (bnh n gi,
khuyn mi)
o Thi gian hot ng thun tin cho vic i mua sm
- Assurance
o Nhn vin siu th ni chuyn nh nhn trn in thoi
o Nhn vin siu th thn thin v vui v
o Nhn vin siu th t vn hiu qu, chnh xc v sn phm v dch v khi khch hng c yu
cu
o Anh/ch tin tng vo li ni (t vn, hi p) ca nhn vin siu th
o Anh/ch tin tng vo b phn an ninh siu t
o
o
o
o
o
o
o
o
o
o
o
o h (khng xy ra mt cp ti sn, tin bc)
- Tangible
o Cc vt liu h tr cho vic mua sm (ti xch, t ri qung co) bt mt
o Khng gian trong siu th rng ri, thong mt, sch s.
o Ni gi xe tin li, bi xe rng.
o Ni gi m bo an ton, nhanh chng, tin li.
o Cc gian hng c by tin li, hp l, d ly
o Ga c hng ha chnh xc, d nhn
o H thng ch dn, bin bo trong siu th r rng.
o Siu th c trang thit b hin i (quy k, gi hng )
o H thng nh sng, iu ho, m thanh p ng yu cu
o Mt bng siu th rng ri cho vic di chuyn mua hng gia cc quy
o k
- Empathy
o Dch v chm sc, gip khch hng gii quyt cc vn pht sinh trc v sau khi mua
sn phm mua ti siu th tho ng, c hiu qu
o Siu th c th hin s quan tm n khch hng (chng trnh khch hng thn thit,)
- Responsiveness
o Nhn vin lun c mt kp thi v sn sng gii p thc mc khi khch hng cn
o Qui trnh tnh tin nhanh chng v khng xy ra sai st
o Mc hi lng ca anh/ch vi siu th.