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Customer Experience Research

ФИО студента: Olga Sakina

Руководитель: Denis A. Fomenkov

Кампус/факультет: Faculty of Management (Nizhny Novgorod)

Программа: Marketing (Master)

Год защиты: 2021

The COVID-19 pandemic and the associated consequences took absolutely all spheres of private life by surprise and had an undeniable serious impact on the economic processes of our country and the whole world as a whole. One of the areas that most strongly felt the transitional regime of the pandemic was the sphere of higher education, in such a short period, it is a very laborious process. The work shows the experience of HSE students before, during COVID-19, and after. The first chapter takes a closer look at the theory of consumer experience. In the second chapter of this dissertation, based on observations, a number of hypotheses were presented, including potential factors that provide student satisfaction with learning at a given time, in other words, on their consumer experience. The monitoring conducted by the Higher School of Economics, student survey data processed using contingency tables with the statistical Chi-square, calculating mean values ​​and coefficients of variation when answering questions are considered. Detailed information of this study is provided in text and graphic form, the main points are highlighted, and conclusions are drawn. In the third chapter, a plan was drawn up and an in-depth interview was conducted in parts of the issues discussed in this dissertation, using the students of the Higher School of Economics, various training programs were considered. The results obtained during the survey of students are presented. A more detailed study of the problems of distance learning has been carried out. Based on the results obtained, conclusions are drawn.

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