An Empirical Research on Influencing Factors of Customer Experience of Retail Industry Aiming to Improve Customer Satisfaction: Taking Supermarket as an Example

摘要：

Based on existing research，this paper which conducts a prilimary research to explore customer experience in retail industry is conducted in Wuhan China. And it is concluded 45 key factors that indicate customer experience perception. These factors are the base of further factor analysis. Seven dimensions such as the service, price, convenience, product, store atmosphere, brand image and relationship are concluded as the key factors that indicate customer experience in retail industry. Correlation analysis finds out that there is a positive correlation between customer experience and customer satisfaction in retail industry.

作者: Tang Wenwei Zheng Tongtong

作者单位: School of Management,Wuhan University of Technology,Wuhan,P.R.China,430070

会议类型: 国际会议

会议名称: The 7th International Conference on Innovation and Management(第七届创新与管理国际会议 ICIM 2010)

会议地点: 武汉

会议语种:英文

页码: 846-850

在线出版日期: 2010-12-04（万方平台首次上网日期，不代表论文的发表时间）