Press release site for the 2019 Macao Consumer Satisfaction Index
The Institute for Sustainable Development of Macau University of Science and Technology held a press conference for the release of Macao Consumer Satisfaction Index on July 24, 2019. The survey is sponsored by the Macao Foundation. By conducting on site intercept interviews, the Institute for Sustainable Development surveyed 810 residents successfully during April 27-30 and May 11-12, 2019. The respondents were asked about their experiences and feelings when shopping (clothes & shoes) and dining in restaurants in Macao and Zhuhai.
The survey produced a score of 66.1 points for the “2019 Macao Shopping (clothes & shoes) Satisfaction Index”, and the sub-indexes for the three factors that have significant impact on the “Macao Shopping (clothes & shoes) Satisfaction Degree”: “product quality”, “service quality” and “cost performance”, are 69.4, 67.6 and 61.5., respectively.
The survey result for the “2019 Zhuhai Shopping (clothes & shoes) Satisfaction Index” is 62.7 points, and the three factors that have significant impact on the “Zhuhai Shopping (clothes &shoes) Satisfaction Degree”, “product quality”, “service quality” and “cost performance”, scored 61.7, 61.2 and 66.0, respectively.
The survey result for the “2019 Macao Restaurant Satisfaction Index” is 67.0 points, and the three factors that have significant impact on the “Macao Restaurant Satisfaction Degree” are “food quality”, with a score of 68.7 points, “service quality”, with a score of 66.6 points, and “cost performance” with a score of 65.6 points.
The survey result for the “2019 Zhuhai Restaurant Satisfaction Index” is 64.7 points, and the three factors that have significant impact on the “Zhuhai Restaurant Satisfaction Degree” are “food quality”, with a score of 65.8 points, “service quality”, with a score of 65.1 points, and “cost performance” with a score of 66.0 points.
The survey results, to some extent, prove that although Macao residents recognize that Zhuhai is inferior to Macao in the quality of products and services in shopping for clothes and shoes, they deem the pricing advantages, and therefore higher cost performances of Zhuhai for the same products or services. With respect to satisfaction in restaurants, Macao consumers generally think restaurants in Macao provide better quality in food and services, though slightly lower cost performances than Zhuhai.
M.U.S.T. has been publishing the “Macao Consumer Satisfaction Index Survey” for 13 years since 2007. In 2019, Macao enjoys a higher index than Zhuhai both in “Macao Shopping (clothes & shoes) Satisfaction Index” and in “Macao Restaurant Satisfaction Index”. In the hope of stabilizing and improving consumers’ satisfaction and providing support for Macao’s endeavors in becoming a heaven for shopping and gastronomy, Macao’s retail (clothes & shoes) businesses and restaurant industry should pay continuous attention to the changes in consumers’ demands and satisfactions, seek for continuous improvement in quality of products and services, and in the meantime aim for better sense of cost performances for consumers.
