Factors of Customer Experience Affecting Sharing Services Loyalty of Russian Users

Student: Kim Anastasiia

Educational Programme: Marketing (Master)

Year of Graduation: 2019

The current graduation paper is dedicated to analysis of customer experience factors affecting sharing services loyalty of Russian users. The aim of this thesis is to evaluate the impact of customer experience factors on loyalty of Russian users, which is measured through 2 components - the willingness to recommend services and use them again. The research is divided into 2 steps: qualitative and quantitative research. As a result it was defined, which factors influence loyalty the most. Based on conducted research the list of recommendations was compiled.

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