Factors That Influence Customer Satisfaction With Hedonic Services

0 INTRODUCTION This report aims to investigate all research literature on the theme "Factors influencing customer satisfaction with pleasure service". Customer satisfaction is a very important concept as it leads to repeat sponsorship, popular reviews, and ultimately to increase business profit. It is therefore extremely beneficial to understand the factors that affect customer satisfaction and ensure that the company provides better service to customers. This report first defines pleasure services and customer satisfaction based on relevant literature.

Ryu et al. (2010) analyzed how the value of "health and Utilitarianism" and "customer satisfaction and intention of action" interacted in the catering industry of "first leisure". They took four variables: Hedonical Value, Utilitarian Value, Customer Satisfaction and Behavioral Intention. They use structural equation modeling and confirmation factor analysis as technology. The results show that hedonistic and Utilitarian values ​​have a positive influence on customer satisfaction and lead to action intent, while practical values ​​have a greater influence.

Cottet, Lichtlé, and Plichon (2006) have studied the impact of value on customer satisfaction. By adopting the definition proposed by Holbrook (1996, 1999), they define the perceived value to the customer as "interaction, discount and relative experience". Their findings show that utilityist and hedonistic values ​​are positively related to customer satisfaction and that hedge value can be considered more important than customer value for customer satisfaction.

Customer satisfaction survey in marketing literature is influenced by several factors. In the field of cruise passengers, Petri (2004) provides evidence that passenger satisfaction is explained by value and quality. In previous research, the relationship between quality satisfaction and behavioral intention was investigated. The evidence they provide suggests that in addition to satisfying indirect effects (quality of experience), the quality of opportunities directly affects the intent of action. Behavioral intent is explained by quality and satisfaction, which in turn explains loyalty and motivation to pay more (customer's lifetime value) (Carlos & Antó 3nio, 2008). The previous theory suggests that customer satisfaction may adjust the relationship between customers' quality awareness and corporate outcomes (Oliver, 1997; Oliver, 1999). The difference is important as each component may be provided by different marketing entities