本文以烟草的服务方式为研究对象,以顾客满意度理论为基础,结合人口统计分析,从货源供应,人员服务,轮动访销三个层面,来探讨影响零售户满意度的因素,主要是对影响零售户满意度的多种因素进行因子分析,探讨出影响零售户满意的关键因素—人员服务因子,基于调查结果,为工作中应从重要方面提升零售户满意提出一些建议。 Based on the theory of customer satisfaction and based on the demographic analysis, this paper explores the factors influencing the satisfaction of retail customers from three aspects: supply of goods, personnel service and rotation and rotation, mainly because of the service mode of tobacco. Based on the result of the survey, some key factors that affect the satisfaction of retail customers, such as the factor of service, are explored, and some suggestions on how to enhance the satisfaction of retail customers in important aspects should be put forward.