Study On The Influence Of Service Factors On Customer Satisfaction Based On Experience Perspective

Customer satisfaction is one of the goals pursued by all airlines,and satisfied customers can provide a steady stream of profits for the company.The rapid development of the economy makes the people's living standards significantly improved,Residents raised the demand for travel products or services.In the air passenger transport industry,the improvement of industrial technology makes the aviation enterprise hardware gap is almost zero.On the other hand,the service is gradually standardized,and there is almost no gap between the airlines in the hardware equipment and services,products and services appear homogeneous phenomenon,leading to intense competition between airlines.The rapid development of China's high-speed rail also formed an impact on the air passenger transport industry.In order to compete for the market,airlines continue to improve services,especially the service of customers experienced.On the basis of combing the theory and literature on the influence of service factors on customer satisfaction,the conceptual model of the influence of service factors on customer satisfaction based on experience perspective is constructed by using structural equation model method.Among them,customer consumption emotion and perceived value belongs to intermediate variables.Establishing air passenger satisfaction measurement scale,through questionnaires and statistical analysis,AMOS 21.0 Software to compute the path coefficient between service elements,customer consumption emotions,perceived value and customer satisfaction.And then using the IPA analysis method to determine the importance of the service elements and priority to improve.The findings include:(1)Service elements indirectly affect customer satisfaction through customer perceived value and customer consumption emotion.(2)Summarize the four service elements based on the perspective of experience: Service scenes,perceived employee effort,perceived employee emotional work,core service quality.They have a significant positive impact on customer satisfaction through the two intermediate variables of customer perceived value and customer positive consumer sentiment.(3)Service factor improvement priority level can be determined from two angles of the customer perceived value and customer consumption emotional,and providing advice for improving service.From the perspective of customer perceived value,the core service quality should be the preferred factor to improve;From the perspective of consumer consumption emotion,core service quality and perceived employee effort should serve as a priority element for business improvement.