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

Abstract

This descriptive-correlational study analyzed the influence of service experience on customer satisfaction in Guangdong's pet service industry in 2024. The researcher-designed questionnaire, validated by industry experts, was used to assess sensory, functional, action, emotional, and social aspects of service experience alongside customer satisfaction levels. Results indicate that overall satisfaction levels were significantly influenced by varied service experiences and emphasize the importance of tailored service delivery in the pet service industry in Guangdong, China, as a means of enhancing customer satisfaction. By taking into consideration the unique demographic and experiential nuances of their customers, service providers can create more personalized and satisfying experiences, ultimately contributing to the success and growth of their businesses. Recommendations for future research and practical applications in service policy and training are discussed to optimize customer satisfaction and service delivery in this growing industry.