An Empirical Research on Influencing Factors of Customer Experience of Retail Industry Aiming to Improve Customer Satisfaction: Taking Supermarket as an Example

摘要

Based on existing research，this paper which conducts a prilimary research to explore customer experience in retail industry is conducted in Wuhan China. And it is concluded 45 key factors that indicate customer experience perception. These factors are the base of further factor analysis. Seven dimensions such as the service, price, convenience, product, store atmosphere, brand image and relationship are concluded as the key factors that indicate customer experience in retail industry. Correlation analysis finds out that there is a positive correlation between customer experience and customer satisfaction in retail industry.