The Influence of Social Support on Customer Satisfaction Based on the Consumer Experience Theory

摘要：

　　Customer satisfaction (CS) is an important factor determining the success of online clothing shopping.This document tries to analyze factors affecting CS towards online clothing shopping through a systematic study, in a bid to help online clothing retailers improve CS for higher sales.Based on the social support theory, we created a model of factors affecting CS towards online clothing shopping and conducted a questionnaire survey to obtain customer feedback, which was then analyzed through a structural equation model.The analysis results indicate that sensory experience (SE), quality experience (QE), trust (TR), and recommendation (RE) exerted favorable effects on CS towards online clothing shopping, and CS, as a mediating variable, affected customer loyalty (CL) and purchase intention (PI) positively.

关键词： quality experience (QE) trust recommendation customer satisfaction

作者: Pinghao Ye Liqiong Liu Linxia Gao Quanjun Mei

作者单位: School of Information Engineering Wuhan Business University Wuhan,China School of Business Administration Wuhan Business University Wuhan,China

会议类型: 国际会议

会议名称: the 12th International Conference on Management of e-Commerce and e-Government( ICMeCG 2018) (第十二届电子商务与电子政务管理国际会议)

会议地点: 郑州

会议语种:英文

页码: 10-15

在线出版日期: 2018-09-21（万方平台首次上网日期，不代表论文的发表时间）