摘要
采用顾客满意作为中介变量构建模型,提出16条研究假设。根据回收的452份有效问卷数据的检验结果证实:APP购物平台用户体验与顾客满意呈现显著正相关;APP购物平台用户体验与顾客粘性呈现部分显著正相关;顾客满意在APP购物平台用户体验对顾客粘性的影响中起到中介作用。
Customer satisfaction is taken as an intermediary variable to build a model,and 16 hypotheses are put forward.452 questionnaires indicate that the user experience APP shopping platform has significantly positive impact on customer satisfaction and customer stickiness.Customer satisfaction is the media between the platform and custom stickiness.
作者
肖霖岳
XIAO Linyue(International College, Guilin University of Electronic Technology, Guilin 541004, China)
出处
《长春工业大学学报》
CAS
2020年第1期79-86,共8页
Journal of Changchun University of Technology
基金
广西高校重点人文社科基地支持课题(16ZF004)。
关键词
用户体验
顾客粘性
顾客满意
中介作用
user experience
customer stickiness
customer satisfaction
intermediary role
