| With the deepening of the "Internet +" initiative,the industry Internet attracts more and more attention,and Internet companies are experiencing the integration of online and offline service.Under this background,the online short-term rental industry has become an outbreak.However,the relevant research results are not very rich,and mostly focus on analyzing and comparing the business model,lacking of the core research results to explore it deeply.Moreover,many researches separate the customer experience into online and offline.Above all,this article chooses online short-term rent as the research object,puts forward that the customer experience is a complete system composed of online experience and offline experience,builds a research model of “the online experience and offline-satisfaction-loyalty” to explore the formation path of customer loyalty,and then provides some management advices.Firstly,this paper analyzes the booming status of online short-term rental to point out the research background and significance,and then uses the online short-term rental as a key word to summarize the relevant research results.These contribute to understand the research status,determine the research direction,research content and research methods.Secondly,this paper reviews the related concepts and theories to construct the customer experience scale,and establishes a theoretical model of “the quality of customer experience – customer satisfaction – customer loyalty”.Thirdly,this paper collects 295 valid questionnaires,and uses the factor analysis and structural equation modeling to conduct empirical tests.Finally,this paper puts forward reasonable suggestions for the online short-term rental enterprises to improve customer loyalty from the perspective of customer experience,and guides enterprises to pay more attention to the offline experience of tenants.Theses helps the online short-term rental industry to maintain healthy and rapid development. |
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