Factors impacting customer satisfaction at Ministop, FamilyMart and Coopsmile convenience stores in Vietnam

Abstract

Vietnam is a populous country with a population of more than 98 million people, in which the young population accounts for the majority with the current average age of 32.9 years. With a large population density of young people, it has had a great impact on the current retail market, especially convenience stores. Along with the development of society and a fast pace of life, convenience stores are increasingly expanding and attracting a large number of customers because of factors such as easy to find, convenient location, full of necessities. Besides the tangible factor, convenience store systems have been investing in the intangible factor that is customer care. The combination of tangible factors and intangible factors will be a measure for customers to evaluate their satisfaction with the place that provides services for them. Therefore, in each different store system, there will be different methods of customer satisfaction.