移动网络背景下专业店客户体验影响因素的实证研究

Empirical Study on Influence Factors on Customer Experience in Specialized Shops in Mobile Network Age

在移动网络背景下,专业店需要运用互联网思维更好地提升客户体验。本文基于移动网络技术环境,以专卖店为研究对象,通过对国内外相关文献的梳理,利用多元回归分析了影响客户体验价值的因素。结果表明,商品、员工、服务、移动网络技术均会对客户体验产生正向显著影响,其中移动网络技术因素对于客户功能体验价值和情感体验价值的影响超过了传统的商品、员工、服务这三个因素的影响。

In the mobile network age,specialized shops should take in network thinking to better users＇ experience. The paper,based on mobile network technology environment,takes the specialized shops as the object of study,by researching on related materials in China and foreign countries,with the help of multiple regressions,makes an analysis on the influential factors on users＇ experience. It shows that commodity,workers,service,network technology would make an obvious impact on users＇ experience,in which the influence of network technology on customers＇ functional and emotional experience value is much higher than other three traditional factors.