International Journal of Nonlinear Analysis and Applications

Structural model fit of customer experience management and effect of drivers and its consequences on value co-creation (Case study: Private educational institute of Shiraz city)

Document Type : Research Paper

Authors

Department of Business Management, Mubarakeh Branch, Islamic Azad University, Isfahan, Iran

Abstract

As it’s obvious, customers’ experience and its management are beyond the goods and services provided by organizations, and this means whatever represents the organisation, involves anything from its presence in virtual space to internal and external design and organizational factors and other clear and unclear factors that indicate this valuable concept is multi-aspect. This research aims to consider the structural model fit of customers’ experience and the effect of drivers and their consequences on value co-creation (CSV) in private educational institutes of Shiraz city. In terms of purpose, this research is applied and is among descriptive–survey research, and according to the research method, it is among correlation research using causal patterns. The statistical population of this research includes students from private educational institutes in Shiraz. A sample volume of 570 individuals was obtained using G. Power software, with a generalizability of 85%. 8 experts also approved the validity of the questionnaire. The reliability of the research tool was considered and approved by the logic validity from the apparent type and Cronbach's alpha reliability. Data analysis was performed using SPSS and Smart PLS software. Findings indicate that variables of customer management experience, mental mediating factors, loyalty, and satisfaction with educational services as drivers and consequences of customer experience management on value co-creation variables have positive and significant effects.

Keywords

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International Journal of Nonlinear Analysis and Applications
Volume 17, Issue 5
May 2026
Pages 155-168
  • Receive Date: 05 May 2024
  • Accept Date: 19 August 2024