Research On Customer Satisfaction Of Intelligent Sports Products Based On Experience Perspective

With the development of big data,Internet of Things and artificial intelligence technology,smart sports products such as smart sports watches,smart running shoes and smart bracelets are increasingly entering people’s lives.However,while the number of intelligent sports products is increasing and the types are becoming increasingly rich,problems such as serious homogeneity,"weak" functions,poor quality and poor after-sales service attitude also begin to appear.These problems affect customer experience and reduce customer satisfaction.Existing studies on intelligent sports products mainly focus on the level of technology development and purchase intention,but the measurement and influence mechanism of customer satisfaction are not perfect.In this study,sports watches in smart sports products are taken as the entry point,and based on the perspective of customer experience,a hybrid research method combining qualitative and quantitative methods is adopted to analyze the influencing mechanism of customer satisfaction of smart sports products,and finally suggestions are put forward for the development and iterative upgrading of enterprise smart sports products.The study was divided into two parts.In the first study,a qualitative method was adopted to build a mechanism model of customer satisfaction of intelligent sports products based on grounded theory.First of all,Octopus software was used to obtain customer online review data from Huawei official forum Pollen Club,JD.com,Taobao and other e-commerce platforms.Then,the grounded theory method is used to conduct three-level coding analysis on the acquired data.After the theoretical saturation test,four customer experience elements of intelligent sports products are obtained,namely "industrial design,hardware quality,software function and brand service",and "sensory experience of industrial design,quality experience of hardware facilities and interactive experience of software function"."Emotional experience of brand service" four experience dimensions and the influence relationship between each experience dimension and customer satisfaction,so as to construct the theoretical model of the influence mechanism of customer satisfaction of intelligent sports products and put forward the research hypothesis.In study 2,the customer satisfaction model of intelligent sports products established in Study 1 is tested by using structural equation model method and quantitative method.Designed and issued the "Intelligent Sports products Customer Satisfaction Survey" questionnaire,collected data,tested the reliability and validity of the scale,and used structural equation model to verify the hypothesis.It is found that the industrial design of intelligent sports products positively affects customer satisfaction,the interactive experience of software functions positively affects customer satisfaction,and the emotional experience of brand service positively affects customer satisfaction.The hypothesis between hardware quality experience and customer satisfaction fails to pass empirical test.The research puts forward the following suggestions on the development and upgrading of enterprise intelligent products to improve customer satisfaction:(1)Enhance product design to highlight fashion taste.(2)Improve the quality of product hardware to provide customers with comfortable experience.(3)To enrich the software functions and improve the accuracy of data detection.(4)Optimize the human-computer interaction experience of software functions.(5)Get through online and offline brand marketing channels for brand publicity.(6)Improve the service quality of the platform and customer loyalty to the brand.