Chan Lai Kow (center)
The Institute for Sustainable Development (ISD) of the Macau University of Science and Technology (MUST) yesterday published their Consumer Satisfaction Index of 2016. Between May 4 and May 16, 876 local residents aged over 16 were interviewed over the phone for the annual report.
The survey consisted of four sections regarding customer satisfaction: Macau shopping (in particular, clothing) and restaurants, and Zhuhai shopping and restaurants. Within each category the results have been compiled into indexes of product and service quality, as well as comparisons between prices and goods.
The report indicates a slight decline in satisfaction when shopping, recording a 2.2 percent drop in 2016. In turn, the levels of satisfaction toward local restaurants decreased 1.3 percent.
Macau residents’ satisfaction with both shopping and restaurants in Zhuhai has worsened in comparison to last year’s results. Regarding the former, a 3.2 percent drop was recorded (68.7 last year, 66.5 this year), while restaurant satisfaction only dropped 1.3 percent, now standing at 67.1.
Chan Lai Kow, director of the ISD at MUST, considers that the declines in both the shopping and restaurant sections are “due to the slowdown in the economy.” Kow said that on the one hand, “customers have high standards when it comes to commodities,” and on the other hand, service providers “are not that positive as to the stability of their jobs under the influence of a slowing economy.”
Since the indexes represent the consumption preferences of local residents, Chan expects that the aforementioned service and goods providers will now improve their overall quality. Chan used Hong Kong as an example, saying “in the past, Hong Kong people would spend large amounts in Shenzhen, but not anymore because the service in Hong Kong has improved.”
In the end, the report suggests that the local government should encourage domestic consumption, which is believed by the ISD to play a key role in Macau’s sustainable development.
This marks the tenth year the index has been published, and also the tenth consecutive year that Macau has beaten Zhuhai in terms of satisfaction figures Staff reporter
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