The Impact of Servicescape on Customer Satisfaction and Revisit Intention

Abstract

The aim of this study is to explore the relationships among servicescape, customer satisfaction, and revisit intention, taking the visitors who visit current tourism factories which have redesigned servicescape and successfully transformed from a traditional manufacturing factory as the subjects. In order to empirically verify the hypotheses, structural equation modeling (SEM) is applied to analyze the data. The results indicate that servicescape positively affects customer satisfaction and revisit intention. In addition, customer satisfaction plays a mediating role between servicescape and revisit intention, which means that the servicescape enhances customer satisfaction, and thus improves the revisit intention.