Explore the Drivers of Consumer ’s Experience Value and their Effects on Customer Satisfaction.

• Main Authors: Cheng-Chang Chang, 張正昌
• Other Authors: Ching-Lung Shen
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/26454298434266523093

碩士 === 國立屏東科技大學 === 企業管理系所 === 96 === Consumer satisfaction is a immediate response value of use product in a special occasion. Let consumer can indulge in the process of consumption and produce cheerful. Finally, it can stay life-enhancing memories in consumer’s heart. So, consumer satisfaction is a key point in sustain competitive advantages of enterprise. In the literature review, they all focus on the discussion of factors of strategic experience marketing or extension of strategic experience marketing and less talk about the factor of experience value of consumer. Therefore, this study integrate these factors including store image、reference groups、perceived sacrifice、service encounter、consumer involvement and consumer relationship proneness, to discuss the relationships among these factors and experience value. Besides, to discuss the relationships among experience value and consumer satisfaction. This study attempted to build up the research framework. The research body choose restaurant 、department and amusement. I provide 450 copies of questionnaires, 406 effective copies are retrieved and effective is 90.02%. And then, I use Liner Structural Relation model as analysis tools. After Liner Structural Relation model analysis, the conclusions indicate that 1. store image has a positive impact on experience value.2. reference groups has a positive impact on experience value.3. perceived sacrifice has a negative impact on experience value.4. service encounters has a positive impact on experience value.5. consumer involvement has a positive impact on experience value.6. consumer relationship proneness has a positive impact on experience value.7. experiential value has a positive impact on consumer satisfaction.