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2022年 5月 25日
中原工学院
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学位论文作者签名：
2022年 5月 25日
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2022年 5月 25日

中原工学院硕士学位论文
摘要
随着经济的快速发展，服装批发市场面临着诸多竞争压力，市场空铺率、转让率增
加。郑州YJ市场是一家具有行业代表性的服装批发市场，商户满意度的提升有助于稳
定市场规模，提高市场运营效率，实现可持续良性发展。
本文以客户满意度理论为基础，结合郑州YJ市场实际运营情况，使用专家调查法
确定测评指标并构建了商户满意度测评指标体系，构建由一级（商户满意度）、二级（设
备设施运行、环境卫生、治安消防、商场相关服务、活动策划）、三级指标构成的商户
满意度测评指标。使用层次分析法先确定了各指标权重并通过了一致性检测，而后再根
据测评指标完成了设计调研问卷，收集并整理调研数据，使用SPSS软件系统对数据进
行信度和效度检验，最后用加权的方法计算出商户整体满意度，使用描述性分析及IPA
方法进行分析数据。依据分析结果得出的结论为：商户满意度影响因素重要性从大到小
排序依次为：活动策划>设备设施运行>治安消防>环境卫生>商场相关服务，商户满意度
评价从高到低排序依次为：治安消防>商场相关服务>活动策划>设备设施运行>环境卫生。
根据实证结果提出了郑州YJ市场应该从设备设施维护、公区卫生优化、安防服务、商
场区域管理、活动推广五个方面提升商户满意度的策略。本文通过对郑州YJ市场商户
满意度的探究，运用客户满意度和层次分析理论，分析找出郑州YJ市场影响商户满意
度的关键因素，提升市场的核心竞争优势，同时也为郑州同类服装批发市场的发展提供
帮助，为其良好的运营管理和有效持续经营提供借鉴意义。
关键词：服装批发市场，商户满意度，提升策略
I

中原工学院硕士学位论文
Abstract
With the rapid development of economy, the clothing wholesale market is facing many
competitive pressures, and the market vacancy rate and transfer rate are increasing.
Zhengzhou YJ market is a representative clothing wholesale market in the industry. The
improvement of merchant satisfaction helps to stabilize the market scale, improve market
operation efficiency and realize sustainable and benign development.
Based on the customer satisfaction theory and combined with the actual operation of
Zhengzhou YJ market, this paper uses the expert survey method to determine the evaluation
index and constructs the merchant satisfaction evaluation index system, which consists of
level I (merchant satisfaction), level II (equipment and facilities operation, environmental
health, public security and fire fighting, mall related services and activity planning) Merchant
satisfaction evaluation index composed of three-level indicators. Using the analytic hierarchy
process, the weight of each index is determined and the consistency test is passed, and then
the questionnaire is designed according to the evaluation index, and the survey data are
collected and sorted out, using spss software system tests the reliability and validity of the
data, Finally, the overall satisfaction of merchants is calculated by weighted method, and the
data are analyzed by descriptive analysis and IPA method.According to the analysis results,
the conclusion is that the order of importance of influencing factors of merchant satisfaction is:
activity planning > equipment and facilities operation > public security and fire protection >
Environmental Health > mall related services, and the order of merchant satisfaction
evaluation from high to low is: public security and fire protection > mall related Services >
activity planning > equipment and facilities operation > environmental health. According to
the empirical results, this paper puts forward the strategies to improve the satisfaction of
merchants in Zhengzhou YJ market from five aspects: equipment and facility maintenance,
public area health optimization, security service, mall area management and activity
promotion. Through the exploration of merchant satisfaction in Zhengzhou YJ market, using
customer satisfaction and analytic hierarchy process theory, this paper analyzes and finds out
the key factors affecting merchant satisfaction in Zhengzhou YJ market, improves the core
competitive advantage of the market, provides help for the development of similar clothing
II
。。。以下略