Impact of Social Media Network in Experiential Mystery Shopping

摘要

The growth of electronic standards and the concept of word-of-mouth began to translate in to development of social network marketing platforms. This has become paramount in formating of social signals that are very important any SEO digital marketing function. The objective is to understand the employee agility in service, awareness of online platforms, user experience and examination the knowledge of the employee towards customer service; this ultimately perculates down to valuing the customer through the service provided by the employee using mystery shopping technique. The customers who are purchasing in physical and online stores are considered; the respondents colleted the primary data using the unstratified random sampling method. Questionnaire technique was used in collecting the primary data. The total numbers of respondents were 228 of mixed age group. After collecting the primary data from the respondents, ANOVA single factor, chi-square and correlation were used to analyse the data with SPSS software. This paper takes into account the in-store client shopping background of the web, physical stores that stock variety. It also considers the dealings with the staff and the interior shop conditions and clients' in-shop feelings that have solid positive and magnificient association with the cumulative customer encounter.