The influence of service experience on customer satisfaction in the pet service industry in Guangdong, China

Abstract

This survey-correlational study explored the influence of service experience on customer satisfaction in the pet service industry in Guangdong, China, in 2024. Data were gathered from 500 conveniently selected pet owners, representing a diverse demographic spread in age, sex, personal income, dog breeds, and number of dogs. The research instrument, a researcher-designed questionnaire validated by industry experts, assessed various facets of service experience—sensory, functional, action, emotional, and social aspects—alongside customer satisfaction levels. The study used descriptive statistics to analyze demographic data and inferential statistics to explore differences and relationships in service experience and satisfaction metrics. Initial findings indicate that overall satisfaction levels were significantly influenced by varied service experiences, with specific nuances across different demographics. The results underscored that tailored service delivery enhances satisfaction levels. This research concluded that understanding the dynamics between service experience components and customer satisfaction can contribute to strategic improvements in the pet service sector. Recommendations for future research and practical applications in service policy and training are discussed to optimize satisfaction and service delivery in Guangdong’s competitive pet service market.