Chongqing Hot Pot Customer Experience And Customer Satisfaction Empirical Analysis

As Chongqing Hot Pot industry development, how to promote customer satisfaction conscientiously becomes the key problem that the Chongqing Hot Pot industry develops further. Now, we're already meeting the experience economical time, we have to pay close attention to the customer's experience when we are creating value for customer.This article studies under the experience economy time background, facing the consumer's new consume characteristics, the consumers have more and more high consume request, how does Chongqing Hot Pot enterprise promotes and innovates own service and management to the general consumers. This article took a close study a driveled the inter connection between customer Satisfaction and customer experience in Hot Pot Industry.This thesis firstly presents a theoretical summary based on Hot Pot Restaurant, Customer Experience theory, besides; Customer Value theory, Experience Value theory and Customer Satisfaction theory are also briefly introduced. Secondly, by integrating above summary of related theories, the author then proposes an model about Customer Experience and Customer satisfaction and some hypothesizes. Thirdly, based on data and information collected from the questionnaires finished by the customers of Hot Pot Industry, and through using SPSS, the research gets relations between Customer Experience, Experience Value and Customer Satisfaction;Fourthly, analysis the impertinence and the actual perceived situation of these experience factors in Hot Pot Industry, which can influence the Experience Value. In the last place, this thesis presents some conclusions and advices of managing Customer Satisfaction from the aspects of the designing Customer Experience Value.Through the thorough investigation on influential factors of Customer Experience Value in Chongqing Hot Pot industry and the relation of customer Experience Value and Customer Satisfaction, this thesis make some attempts to provide some new ideas on how to create Total Customer Experience and excellent Customer Experience Value and Improve customer satisfaction from the Level of customer satisfaction. Some suggestions to Chongqing Hot Pot enterprise's future developments in China also included.