عنوان انگلیسی مقاله:

Social interaction,convenience and customer satisfaction: The mediating effect of customer experience

ترجمه عنوان مقاله: تعامل اجتماعی، راحتی و رضایت مشتری: تأثیر تعدیل کننده تجربه مشتری

رشته: بازاریابی، جامعه شناسی، روانشناسی

سال انتشار: 2014

تعداد صفحات مقاله انگلیسی: 10 صفحه

منبع: ساینس دایرکت و الزویر

نوع فایل: pdf

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Abstract
The present study is an effort to investigate the impact of both convenience and social interaction on customer satisfaction and the mediating role of customer experience. A structured questionnaire was used to collect data (n=840) using systematic sampling from department store shoppers of age 18 years and above in India. Multivariate data analysis techniques like Exploratory Factor Analysis and Structural Equation Modeling were used to analyze the data. Results revealed that convenience and social interaction affect both customer experience and customer satisfaction. Arguably, this paper is the first to examine the four constructs namely, social interaction, convenience, customer satisfaction and customer experience using them together in the same model. Academic and managerial implications are further discussed
Keywords: Customer experience; Customer satisfaction; Mediating; Structural Equation Modeling; Convenience; Social interaction

مدل تعامل اجتماعی، راحتی و رضایت مشتری
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