Proper

Abstract

With the expansion of the "Internet +" application and the wide application of new information technologies, the new retail business model of online and offline integration has gradually become a new direction for the development of the retail industry. The new retail business model focuses on the customer experience and uses new technologies to create new shopping scenarios that allow customers to experience the value delivered by products or services in the context, thereby enhancing customer satisfaction and loyalty. The customer experience is influenced by many factors that affect the customer experience to varying degrees. This paper uses the AHP method to construct a customer service impact factor indicator system for new retail enterprises, determine the importance of each of its influencing factors in the customer experience, and propose targeted recommendations.