دریافت ترجمه مقاله تعامل اجتماعی، راحتی و رضایت مشتری: اثرواسطه ای از تجربه مشتری

Abstract

The present study is an effort to investigate the impact of both convenience and social interaction on
customer satisfaction and the mediating role of customer experience. A structured questionnaire was
used to collect data (n¼840) using systematic sampling from department store shoppers of age 18 years
and above in India. Multivariate data analysis techniques like Exploratory Factor Analysis and Structural
Equation Modeling were used to analyze the data. Results revealed that convenience and social
interaction affect both customer experience and customer satisfaction. Arguably, this paper is the first
to examine the four constructs namely, social interaction, convenience, customer satisfaction and
customer experience using them together in the same model. Academic and managerial implications are
further discussed.