It appears you don't have support to open PDFs in this web browser. To view this file, Open with your PDF reader
Abstract
This work examines the influence of customer experience on customer satisfaction and loyalty using the case of Starbucks Coffee in Ho Chi Minh City, Vietnam. A research model was developed based on customer experience (including four dimensions: sensory experience, emotional experience, social experience and service quality), customer satisfaction and customer loyalty. Our study adopts a questionnaire-based survey to gather data from 335 respondents using a convenience sampling technique. Partial Least Squared-Structural Equation Modelling (PLS-SEM) was applied to analyse the data set.Our empirical results showed that all four dimensions of customer experience significantly affect customer loyalty via customer satisfaction.Our work offers new insights and suggests several practical ways to help managers enhance customer satisfaction and loyalty in the coffee industry.
You have requested "on-the-fly" machine translation of selected content from our databases. This functionality is provided solely for your convenience and is in no way intended to replace human translation. Show full disclaimer
Neither ProQuest nor its licensors make any representations or warranties with respect to the translations. The translations are automatically generated "AS IS" and "AS AVAILABLE" and are not retained in our systems. PROQUEST AND ITS LICENSORS SPECIFICALLY DISCLAIM ANY AND ALL EXPRESS OR IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION, ANY WARRANTIES FOR AVAILABILITY, ACCURACY, TIMELINESS, COMPLETENESS, NON-INFRINGMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Your use of the translations is subject to all use restrictions contained in your Electronic Products License Agreement and by using the translation functionality you agree to forgo any and all claims against ProQuest or its licensors for your use of the translation functionality and any output derived there from. Hide full disclaimer
Details
1 School of Business International University, Vietnam National University - Ho Chi Minh City Quarter 6, Linh Trung Ward, Thu Duc City, Ho Chi Minh City, Vietnam