The Empirical Research On Impact Factor Of Customer Experience In Coffee Shop

Because of the coming of Experience economy era, Consumers no longer only satisfied with the functional benefits of the products or services,but showing more and more demand for experience in the consumer process. The customer experience not only impacts the emotion of the customer, but also the customer evaluation of the product or service, thereby affecting customer satisfaction and customer loyalty. Catering chains is the forefront of the consumer experience. In recent years, the coffee shop is in the rapid development in our country, which gets an increasing proportion of occupied throughout the catering industry. Coffee shop industry has a high degree of contact with the customers. The production and consumption of the product require the personal involvement of the customers. It means the consumption of the customers is a personal experience.so the customer experience has a typical significance. Therefore, more and more coffee shops began to explore ways to create a better customer experience. The rise of the experience economy has brought new opportunities for the development of new products and the improvement of service for the coffee shop.At the same time, it also faced with enormous challenges and competitive pressures because of this phenomenon.In this context, this study wants to explore what factors will affect the customer experience as well as how these factors affect the customer experience.This study explores and analysis customer experience of the coffee shop industry from the factors of customer experience, based on the customer experience of the coffee shop survey, using the quantitative analysis to discuss the factors that affect the customer experience. Empirical studies have shown that the service quality, environmental quality, product innovation and coffee culture communication are four factors that affect coffee shop customer experience. On the basis of empirical research, this study builds a coffee shop industry customer experience impact factor model.According to the conclusions, this study gives some suggestions to the coffee shop industry in order to optimize customer experience. Such as coffee shops need to attach the importance of creating a better customer experience, clear experience position, concern for the environment, services, products, coffee culture spread experience situational factors and so on. These activities can help the coffee shop to create a memorable experience for the customers and enhance the consumer experience of the customers.This research has a certain theoretical and practical significance for enriching the theoretical study of the current coffee shop industry and the operation and management of the coffee shop.In the end, this study shows the limitations and future directions of this research.