Social interaction,convenience and customer satisfaction: The mediating effect of customer experience |
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| Affiliation: | 1. Department of Accounting Information, Southern Taiwan University of Science and Technology, Institute of Business and Management, National Chiao Tung University, Taiwan, No. 1, Nan-Tai Street, Yungkang Dist., Tainan City 710, Taiwan;2. Institute of Business and Management, National Chiao Tung University, Taiwan, No. 118, Sec. 1, Jhongsiao W. Rd., Jhongjheng District, Taipei 100, Taiwan |
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| Abstract: | The present study is an effort to investigate the impact of both convenience and social interaction on customer satisfaction and the mediating role of customer experience. A structured questionnaire was used to collect data (n=840) using systematic sampling from department store shoppers of age 18 years and above in India. Multivariate data analysis techniques like Exploratory Factor Analysis and Structural Equation Modeling were used to analyze the data. Results revealed that convenience and social interaction affect both customer experience and customer satisfaction. Arguably, this paper is the first to examine the four constructs namely, social interaction, convenience, customer satisfaction and customer experience using them together in the same model. Academic and managerial implications are further discussed. |
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| Keywords: | Customer experience Customer satisfaction Mediating Structural Equation Modeling Convenience Social interaction |
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