Research on the Impact of Customer Experience on Customer Satisfaction and Customer Loyalty

Customer experience is a major element which has greatly influence on customer satisfaction and customer loyalty. The research on the relations of customer experience,customer satisfaction and customer loyalty is introduced to aviation service in this paper. The result shows that the four dimensions of aviation service-novelty,security,identity and comfort-will have a significant impact on customer satisfaction and customer loyalty.Hence,the centralized thinking pattern should be cast off from the customer experience management in aviation service. The management should attach importance to the overall evaluation of customer experience. In addition,the targeted optimization improvements should be achieved after weighing its own strengths and weaknesses in different ways. This result enriches the customer experience theory and can be used for reference to the comprehensive customer experience management in many aviation enterprises.