Customer experience model in diesel injection laboratories in the Quevedo City

Abstract

DOI: https://doi.org/10.46296/rc.v7i14edespag.0295

The overall objective of this research was to analyze how customer experience influences satisfaction and loyalty, developing a theoretical model validated through quantitative methods. The problem investigated focuses on the lack of comprehensive understanding of how key dimensions of customer experience, such as communication, empathy, and problem solving, impact both consumer satisfaction and loyalty, crucial elements for business success. The methodology used had a quantitative approach, with a non-experimental and descriptive design. A structural equation model (SEM) was applied to analyze data collected through surveys applied to 108 customers. The dimensions included in the analysis were experience, satisfaction, and loyalty, assessed through Likert scale questions. The main results show that customer experience significantly influences satisfaction (β=0.938, p<0.001\beta = 0.938, p < 0.001β=0.938, p<0.001) and more moderately influences loyalty (β=0.215, p=0.018\beta = 0.215, p = 0.018β=0.215, p=0.018). Furthermore, satisfaction proved to be a key mediator in the relationship between experience and loyalty (β=0.740, p<0.001\beta = 0.740, p < 0.001β=0.740, p<0.001). The main conclusion is that customer experience is the most important driver for increasing satisfaction, while loyalty depends on a combination of experience and satisfaction. This underlines the need for comprehensive strategies to optimize both variables.

Keywords: Experience, loyalty, satisfaction, customer.