Al-Hikmah University Journal

This paper examined the effect of customer experience management on customer loyalty, using UrimMinishop, Abuja as a case study. The problem studied in this article dealt with the elements of customer experience management that drives customer loyalty. The specific objective was to determine whether or not companies can use the elements of customer experience management as strategies for creating and maintaining customer loyalty. The researcher’s used Questionnaire to source for primary data from 55 customers of UrimMinishop Abuja. Chi Square Test was used to analyze and interpret the data. The findings revealed that there is a correlation (significant relationship) between Customer Experience Management and Loyalty. In conclusion, the study rejects the statement that the elements of customer experience management cannot be used to create and maintain customer loyalty and accept the statement that the elements of customer experience management can be used to create and maintain customer loyalty. Therefore, it is recommended that for organizations to create and maintain customer loyalty, they need to employ and efficiently manage the elements of customer experience management.