• 유통과학연구
• /
• 제19권9호
• /
• pp.29-39
• /
• 2021

Purpose: Nowadays, café shop chains are becoming a trend and growing rapidly in Vietnam. There are numerous people who spend their time in cafes and this has become part of the current lifestyle. Therefore, cafe chains owners compete in offering new cafe concepts to attract customers and deliver their values to customers effectively. To gain competitiveness and attractiveness, a cafe must possess an interesting servicescape and provide a good impression toward customers in a cafe. Therefore, this study is to evaluate the role of servicescape as an antecedent to service quality and behavioral intentions in the Vietnam market. Research design, data, and methodology: The study was conducted through survey questionnaires who had used the service at coffee shop chains in cities of Vietnam. We apply the PLS-SEM method to analyze data and test hypotheses. Results: Servicescape is a second-order construct including hygiene, space, ambiance, design, and equipment. Servicescape also impacts directly on overall service quality, employee service quality, and behavioral intention. Conclusions: Servicescape plays a role as an antecedent for service quality and behavioral intention. Therefore, it confirms the importance of managing servicescape in order to deliver more value to customers through improving service quality so that enhance intention to return to use services in coffee shop chains.

• 디지털산업정보학회논문지
• /
• 제19권2호
• /
• pp.177-186
• /
• 2023

This study investigates customers' perceptions of untack services in the hospitality and foodservice industries based on the Technology Acceptance Model (TAM). The study first identifies Perceived Ease of Use, Perceived Usefulness, and Image as antecedents of customers' Behavioral Intention and Recommendation Intention. Second, the structural relationships among them are established and tested. The study adopts a self-administered survey method, uses SmartPLS 4.0, and applies a two-stage approach. After testing the reliability and validity of customers' 429 data on hospitality and foodservice, hypotheses were tested. The results showed that Perceived Ease of Use significantly affects Perceived Usefulness and Image. Perceived Usefulness significantly also affects Image and Behavioral Intention. The Image of untact services also significantly affects Behavioral Intention and Recommendation Intention. And Behavioral Intention significantly affects Recommendation Intention. Finally, the mediation effects are also all significant. The study's findings suggest that researchers and practitioners should consider the management of Image and Recommendation Intention in the untact service environment.

• 유통과학연구
• /
• 제21권12호
• /
• pp.47-58
• /
• 2023

Purpose: Post-purchase service in online platforms has created an exciting focus for consumer behavior studies. This study intends to ascertain the impact of post-purchase shipping dimensions (shipping service, tracking service, return service, and customer care) on customer satisfaction and behavior intention. The authors developed a new model considering behavioral intention as the endogenous variable integrated framework of previous studies. Research Design and Methodology: The total sample is 223 respondents, selected using purposive sampling. The data collection uses Google Forms and is analyzed using AMOS Structural Equation Modeling (SEM). Results: Our findings showed shipping, tracking, returns, and customer service positively impact customer satisfaction, and customer satisfaction mediates shipping, returns, and customer service on customer behavior intent. Furthermore, customer satisfaction does not affect the effect of tracking service on customer behavior intention. Conclusion: Our hypothesis of the relationship between the post-purchase dimension and customer satisfaction was supported. However, only two of our three mediating hypotheses are supported. The mediating effect of customer satisfaction on the post-purchase dimension on behavioral intention is insignificant, while their direct relationship was significant. It showed that, concerning tracking service, customer satisfaction is not a requirement for the customer to perform behavioral intention in an e-retail context.

• 유통과학연구
• /
• 제17권5호
• /
• pp.29-37
• /
• 2019

Purpose - This paper analyzes the effects of the SST characteristics at airports on behavioral intention through technology acceptance and customer satisfaction, and presents a strategic plan for introducing SSTs to airports providing differentiated services. Research design, data, and methodology - We examine the role of airport self-service characteristics and access the influence of the Technology Acceptance Model (TAM) on both customer satisfaction and behavioral intentions towards SSTs. To do this, a survey is conducted with passengers having used self-service technologies(SSTs) at Incheon International Airport. A total of 400 questionnaires are then analyzed using structural equation modeling. Results - According to the results, of the self-service characteristics, customer satisfaction and behavioral intention were affected by optimism through perceived ease of use, perceived usefulness, and perceived enjoyment and by innovativeness and insecurity through perceived ease of use. Conclusions - According to the results of the study, the purpose of using TBSS in the airport is to save time and convenience. Therefore, it is necessary to closely analyze the differences in technology acceptance by age and generation, increase user self-efficacy, increasing satisfaction through effective management of cognitive and emotional waiting time will have a positive impact on behavioral intentions.

• 한국조리학회지
• /
• 제13권1호
• /
• pp.152-165
• /
• 2007

The purpose of this study is to prove that the appropriate fit between service failure and recovery strategy can efficiently maximize customer satisfaction and behavioral intention, by using the prepared scenario through comprehensive approach concerning how the expectation level of service recovery has influence on perceived fairness, satisfaction and behavioral intention of service recovery based upon size in case of service failure. This study has been conducted by way of selection of filling-up type questionnaires for customers themselves who have experience in service failure out of customers who can easily visit family and hotel restaurants, that is, domestic restaurants in Seoul area, $June{\sim}August$ 2004, by setting factorial design of 2(control, severeness)$\times$3(distributive fairness, procedural fairness, mutual relational fairness)$\times$2(customer satisfaction, customer behavior). The survey was performed on the customers who visited common restaurants, family restaurants, hotel restaurants, etc. mainly in Seoul, and total 600 sheets of questionnaires were distributed and 496 sheets of them were returned(82.67% of return ratio). Research findings are as follows; First, perceived recovery justice has an effect on customer satisfaction and behavioral intention. Second, customer satisfaction and restaurant satisfaction have positive influence on behavioral intention. The results will be helpful for them to develop a further service failure and recovery framework. For service marketing managers, the results will suggest specific guidelines for establishing service recovery strategies.

• 한국병원경영학회지
• /
• 제22권4호
• /
• pp.1-15
• /
• 2017

This study was designed to analyze the effect of servicescape and human service quality on patients' internal response and their behavioral intention in dental care organizations. Self-administered survey questionnaires with structured instruments were developed, and a total of 226 responses were used for statistical analyses using SPSS Windows version 18.0 program and AMOS 18.0 program. Major findings of the study are as follows. First, among other servicescape components, air condition environment was found to have a positive effect on patients' cognitive and physiological responses, while signals and symbols had a positive effect on cognitive and emotional responses. Second, the competence, among other factors of the human service quality, had positive influence on cognitive and emotional responses, while customer understanding affected positively on emotional response. Third, none of the servicescape components showed a direct effect on patients' behavioral intention, but their influence was mediated by internal responses. However, customer understanding, among other human service quality factors, had a direct effect on patients' behavioral intention. Fourth, emotional response, among other internal response factors, proved to have positive influence on behavioral intention. Results from this study suggest that dental care service providers can increase their competitiveness and customer satisfaction by understanding and improving the most important areas of servicescape and human service quality.

• 디지털융복합연구
• /
• 제12권6호
• /
• pp.79-91
• /
• 2014

본 연구는 상인대학 소상공의 교육서비스 품질이 학생만족과 행동의도에 어떠한 상관성이 있는지에 관하여 살펴보았다. 이를 위하여 교육서비스 품질과 학생만족 및 행동의도 간에 요인관계를 기존 문헌과 선행연구를 중심으로 살펴보고 분석 대상으로 상인대학 교육을 이수한 전통시장의 상인을 대상으로 수도권 지역의 총 450명을 대상으로 설문 조사를 하였다. 연구결과 첫째, 교육서비스 품질과 학생만족 및 행동의도 관계에서는 유형성을 제외하고 유의한 영향을 미치는 것으로 분석 되었고, 둘째, 학생만족은 교육서비스 품질과 행동의도의 관계에 긍정적 매개효과가 있는 것으로 조사되었다.

• 산경연구논집
• /
• 제8권5호
• /
• pp.95-109
• /
• 2017

Purpose - The purpose of this study is to classify the quality factors of coffee shop customers with the service quality based on the SERVQUAL, selection attributes, and service qualities used in previous studies. The path structure of coffee shops' quality factors → customer satisfaction → trust → behavioral intention was analyzed in order to confirm the system of coffee shops' quality factors. Research design, data, and methodology - The survey of was conducted with college students of Kangwon University. A total of 250 questionnaires were distributed, with 232 collected. Of them, Excluding 36 respondents' because of incomplete answers and missing values, 196 responses were used in the final analysis. Empirical analysis was made through factor analysis, correlation analysis, multiple regression analysis, simple regression analysis and mediating regression analysis by using Statistics Package SPSS 19.0. Results - The results are as follows: Firstly, coffee shops' quality factors were classified into seven categories like service encounter quality, product quality, cleanliness, overall interior, purchase quality, convenience, and aesthetics. Secondly, service encounter quality, product quality, purchase quality, and aesthetics had a positive effect on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, product quality, overall interior, purchase quality, and aesthetics had a positive effect on trust, respectively. Fourthly, customer satisfaction had a positive effect on behavioral intention. Lastly, after verifying the effect relations of trust between customer satisfaction about coffee shop and behavioral intention, customer satisfaction has a positive effect on trust and trust has a positive effect on behavioral intention. On the other hand, trust did not have a mediating effect between customer satisfaction and behavioral intention. But, cleanliness, convenience, and overall interior did not have a positive effect on customer satisfaction. Conclusions - Coffee shop consumers put importance on price, discount systems, taste, and freshness, but more on courteous and kind services of coffee shop staff or comfortable and calming atmosphere of inner space. Thereby, coffee shop marketers need to take factors like service encounter quality and aesthetics into more consideration. In addition, customer satisfaction has an effect on trust, while trust on behavioral intention, even though trust is not mediated between customer satisfaction and behavior intention.

• The Journal of Asian Finance, Economics and Business
• /
• 제7권11호
• /
• pp.393-400
• /
• 2020

Banking service is provided by a bank that allows its customers to conduct banking transactions and so the purpose of this study was to identify the factors that influenced the behavioral intention to accept and use banking services in Vietnam. The research methodology was implemented through two steps: qualitative research and quantitative research. Qualitative research was conducted with a sample of 30 people. Quantitative research was carried out as soon as the question was edited from the test results with a sample of 217 customers living in Ho Chi Minh City, Vietnam. The research model was proposed from the studies of the behavioral intentions to accept and use banking service. The reliability and validity of the scale were evaluated by Cronbach's Alpha, Average Variance Extracted (Pvc), and Composite Reliability (Pc). The model selection of AIC showed that the behavioral intention to accept and use banking service was impacted by four components. The outcomes showed that the model of research intended to accept and use banking services in Ho Chi Minh, Vietnam showing the effects of 4 scales is built as perceived ease of use, trust, social norm, and innovation about banking services.

• 한국컴퓨터정보학회논문지
• /
• 제29권2호
• /
• pp.153-168
• /
• 2024

본 연구는 의료정보서비스 애플리케이션에 대한 지속적 이용의도에 영향을 미치는 변인들 간의 유의성을 검증하기 위해 ETPB를 기반으로 PLS-SEM을 사용하여 실증적인 연구를 진행하였다. 첫째, 개인적 특성 변수인 친밀감, 사전지식과 인지된 기대편익 변수인 비용절감은 TPB 변수인 태도, 주관적 규범, 인지된 행동통제에 유의한 영향을 미친다는 것이 확인되었다. 둘째, TPB 변수들은 행동의도에 유의한 영향을 미치고 행동의도는 지속적 이용의도에 유의한 영향을 미친다는 것이 확인되었다. 셋째, 친밀감, 사전지식, 비용절감은 의료소비자들의 인식 전환을 기반으로 하는 행동의도의 매개를 통해 지속적 이용의도에 영향을 미친다는 것이 확인되었다. 본 연구는 의료소비자들의 행동의도를 통해 의료정보서비스 애플리케이션에 대한 지속적 이용의도에 미치는 영향을 도출하여 의료소비자들의 행태를 실증적으로 규명하였다는 점에서 그 의의를 찾을 수 있다.