Study On User Satisfaction Of Zhengzhou O Mobile Phone Experience Stores

In recent years,with the rise and development of experience economy,more and more entity enterprises have begun to pay attention to user experience and have launched experience stores to satisfy the growing demands of consumption.Under the background of the continuous development of experience economy,the mobile phone industry is paying more and more attention to user experience,and many mobile phone brands have started to establish and launch experience stores one by one.Experience economy follows the principle of "user centered",and takes meeting the personalized and diversified needs of users as the starting point,provides users with more high-quality,personalized and diversified products and services,also improves user satisfaction on this basis.Therefore,how to improve the user satisfaction of mobile phone experience stores has become the top priority in the competition.This thesis takes Zhengzhou O mobile phone experience stores as the research object,firstly,it introduces the research background,purpose and significance of this thesis.Secondly,it expounds the relevant theoretical knowledge of user satisfaction,and combs the research status of user satisfaction at home and abroad.On this basis,referring to the American user satisfaction model and SERVQUAL scale,through the interview method,it determines the various indicators that affect the user satisfaction of Zhengzhou O mobile phone experience stores: the overall satisfaction is the first-level indicator,the expected quality,environmental indicators,perceived product quality,perceived service quality and user complaints are the second-level indicators,and other 23 specific third-level indicators.Then,through the questionnaire survey to find out the problems of the user satisfaction of Zhengzhou O mobile phone experience stores:(1)Environmental indicators.The convenience of the store is poor;the layout of the store is too rigid,lacking of layout from the perspective of the actual situation and customers.(2)The perception of product quality issues.Product categories are not complete;promotion activities are less and no novelty.(3)Perceived quality of service issues.The results show that the service speed of the staff can not keep up;the professional degree of the staff service is low;the service attitude of the staff is uneven;the additional services are few and too conventional;the personalized service is basically zero and has not been carried out.(4)After sales problems.Problem are not solved in time;the effectiveness of problem solving is low;the return visit rate of users is low and the effect is poor.Based on the survey results,the thesis analyzes the causes behind the problems,and then puts forward the strategies to improve the user satisfaction of Zhengzhou O mobile phone experience stores from five aspects: establishing a perfect shopping environment,improving the value of user perceived product quality,enhancing the value of user perceived service quality,establishing a complete after-sales service system,and building a user satisfaction management system.The implementation of these strategies can not only improve the user satisfaction of Zhengzhou O mobile phone experience stores,but also provide reference and guidance for other similar experience stores.