Customer Behavioral Intentions Research Articles

Factors Influencing Customer Decisions to Use Online Food Delivery Service during the COVID-19 Pandemic.

Despite the popularity of online food delivery systems in the foodservice industry, there have been few studies into customers’ decision-making process to use online food delivery services during the Coronavirus disease (COVID-19) pandemic. This study applied the technology acceptance model (TAM) to examine the factors affecting customers’ intention to use online food delivery services. Results showed (a) the perceived usefulness affects customer’s online food delivery usage directly and indirectly through customer attitude; (b) enjoyment and trust are also key factors determining behavior intention toward customer attitude using online food delivery services; (c) positive relationship between social influence and customer attitude; and (d) a positive relationship between customer attitude and behavior intention in the online food delivery service context. These findings provide theoretical and managerial implications that contribute to the online food delivery service industry.

Exploring key factors influencing customer behavioral intention in robot restaurants

PurposeThe purpose of this study is to explore the impact of the robot restaurant servicescape and robot service competence (RSC) on customers’ behavioral intentions and to analyze the mediating role of hedonic value (HV) and utilitarian value (UV) in these relationships and the moderating role of individual characteristics.Design/methodology/approachThis research involves seven constructs to be measured, namely, servicescape, RSC, negative attitude toward robots (NAR), openness to change (OC), HV, UV and behavioral intention. This research selects Foodom robot restaurants, located in Shunde and Guangzhou of China, as the research site, and the research objects are customers having dinner in the restaurant. A total of 485 valid data was collected. Structural equation modeling was used to analyze the data, verify the proposed research model, and test the research hypotheses.FindingsThe study finds that servicescape and RSC improve customer behavioral intention. Additionally, HV and UV mediate the influence of servicescape and RSC on customer behavioral intention. Moreover, OC negatively moderates the influence of servicescape on UV and that a NAR negatively moderates the influence of RSC on HV.Originality/valueThrough carefully design of servicescape and the improvement in service capabilities of robots, the original service delivery dominated by frontline service personnel can be transformed into service delivery dominated by service robots, which is conductive to providing a pleasant and unforgettable experience for customers.

The User Experience (UX) Analysis of Self-Service Kiosk (SSK) in Waiting Time at Fast Food Restaurant Using User Experience (UX) Model

Studies found that customer satisfaction is affected by customers’ waiting time in fast food restaurants. With the introduction of self-service kiosks (SSK) at McDonald’s, number of complaints about long waiting time has been rising. Hence, this research intends to identify the relationship between user experience (UX), perceived waiting time, and waiting environment towards customer satisfaction. Additionally, this research also determines the relationship between UX and waiting environment towards perceived waiting time as well as to investigate behavioural intention upon customer satisfaction and perceived waiting time. 161 survey questionnaires were collected at McDonald’s Parit Raja. Findings reveal UX and waiting environment affect customer satisfaction, however, perceived waiting time showed no effect to customer satisfaction. While UX and waiting environment affect perceived waiting time, and lastly perceived waiting time and customer satisfaction affect behavioural intention. Nevertheless, sample size of this study was limited and not sufficient to represent the population. Future research should include more areas in Malaysia and adopt mixed research method which compares SSK and queuing system. This paper provides insight for service sector to better understand the determinants of customer satisfaction and behavioural intention after implementing SSK in fast food restaurant.

Assessing customer financial risk perception and attitude in the hotel industry: Exploring the role of protective measures against COVID-19.

The COVID-19 pandemic has lead authorities from many countries to adopt crucial protective measures such as wearing face masks, lockdowns and social distancing. The purpose of the present study was to explore the relationships among the protective measures against virus handled by hotels with financial risk perception, customer attitude, satisfaction and behavioral intention. The study also calculates the mean comparison across the demographic variables of hotel customer satisfaction and behavioral intention. Results reported a significant contribution of the protective measures implemented by Chinese hotels against COVID-19 on financial risk perception, and a customer attitude. It also demonstrates significant and positive interaction with customer satisfaction and behavioral intention. However, financial risk perception and customer attitude did not show effects on satisfaction, while they had effects on behavioral intention. The results suggest that protective measures are an important aspect of encouraging people to visit hotels safely and continually.

Using the Technology Acceptance Model (TAM) in Understanding Customers’ Behavioural Intention to Use E-CRM: Evidence from the Banking Industry

The present study has aimed to understand the customers’ behavioural intention to use electronic customer relationship management (E-CRM) in the banking industry, using the technology acceptance model (TAM). Purposive sampling technique is used to collect data from 300 banks that included customers from Delhi (India), and partial least square-structural equation modelling (PLS-SEM) was employed. The reliability and the validity of the overall model were evaluated using the measurement model, and the hypotheses were tested using the structural model. The results reveal that E-CRM had a positive impact on both perceived usefulness and perceived ease of use, which, in turn, had a positive impact on the attitude towards using E-CRM, which ultimately led to a positive behavioural intention of customers towards using E-CRM. This study reveals that there is a large potential for policymakers to raise awareness and acceptance of E-CRM services among the customers.

The Effect of Food Quality, Service Quality, And Tangibles on Hotel Restaurants ‎Customer Behavioural Intentions: The Mediating Role of Customer Satisfaction ‎

The Effect of Food Quality, Service Quality, And Tangibles on Hotel Restaurants ‎Customer Behavioural Intentions: The Mediating Role of Customer Satisfaction ‎

The Effects of Mobile Hotel Applications (MHA) on Customer Behavioral Intention to Reuse and Revisit

The Effects of Mobile Hotel Applications (MHA) on Customer Behavioral Intention to Reuse and Revisit

COVID-19에 따른 백화점 식품관 이용객의 소비가치와 선택속성, 행동의도의 영향관계

This study was designed to suggest insights on helping stimulate food markets at department stores, and setting marketing directions by analyzing how the selection attributes of department store food market users have changed since COVID-19, and what impact the relationship between the consumption value of department store food market users has had on selection attributes and customer behavior intentions? This study found that consumption value had a positive (+) effect on selection attributes and behavior intentions, and that selection attributes also had a positive (+) effect on behavior intentions. Among consumption values, this study discovered that emotional value had a significant impact on all selection attributes. Therefore, food markets at department stores should look to secure separate resting areas to relieve stress built up from using the department store and relax, offer a wide variety of foods and dining options, design lines of movement to make it easier for users to access amenities, install various cultural facilities and develop programs to lure consumers shopping online due to COVID-19 to brick-and-mortar (offline) stores. Moreover, in addition to just selling food, food markets at department stores should make continued efforts to transform themselves as venues that can deliver comfort and happiness to users by securing space for activities and experiences designed to instill a sense of comfort and pleasure to users and visitors. Thus, the department store industry should devise and implement an aggressive marketing strategy that may include securing a variety of food options and restaurant brands to create a more shopper-friendly environment and attract new customers, creating a comfortable atmosphere and a great ambiance by refreshing/renovating facilities in line with latest trends, securing and developing venues and lines of movement to help customers see, enjoy, and experience everything the department store has to offer, and positioning its food market as a premium food venue with quality customers expect from a department store.

The influence of value co-creation on customer loyalty, behavioural intention, and customer satisfaction in emerging markets

One of the current major trends in the media industry is customer value co-creation. User participation can significantly affect news media organisations. This study examines the impact of value co-creation on the loyalty, satisfaction, and behavioural tendencies of media consumers, using a survey of users of My Fars news platform. The conceptual model of this study is developed and tested by using survey data from 283 users of the news campaign in Fars News and Structural Equation Modelling (SEM) is employed to simultaneously test the hypothesized relationships. The results show that user participation in value co-creation significantly affects their satisfaction, loyalty, and behavioural tendencies.

Drivers of customer behavioral intentions and the relationship with service quality in specific industry contexts

ABSTRACT The purpose of this paper is to present a methodology to systematize the determinants of customer satisfaction and loyalty and the relationship with the perceived quality of service in traditional retail stores in the South and Island regions of Portugal. The proposed conceptual model aims to analyse if perceived service quality (five dimensions of SERVQUAL) directly contribute to customer satisfaction, customer-perceived value and corporate image. The results show that service quality significantly influences corporate image, perceived value and customer satisfaction. Furthermore, perceived value and quality service are the main determinants of customer satisfaction. Additionally, customer satisfaction, corporate image and perceived value significantly affect behavioural intentions towards the act of buying. From an interdisciplinary perspective, this study contributes to the consumer behaviour literature and service quality management in specific industry contexts.

Assessing the Effects of Experiential Quality on Behavioural Intention of Customers in Banking Services: The Moderating Role of Experiential Satisfaction

This article investigates the relationship between experiential quality and behavioural intention of the consumers towards banking services during the pandemic situation. The study also examines the role of experiential satisfaction as a moderator between experiential quality and behavioural intentions. The data are collected through a self-administered structured questionnaire from 560 account holders of public sector banks in India. The data are analysed using PLS-SEM to find the empirical results of the study. The results indicate that the experiential quality positively and significantly influence the behavioural intention of the consumers towards banking services during the crises. Moreover, it is also revealed that experiential satisfaction moderate the relationship between experiential quality and behavioural intention of consumers in public sector banks.

Quality-Certified Hotels: The Role of Certification Bodies on the Formation of Customer Behavioral Intentions

This study attempts to explore the role of certification bodies on the formation of customer behavioral intentions. A structured questionnaire was used to collect data from hotel customers in Spain. The results of the structural equation modeling indicate that a certified hotel’s image will positively influence stay intention and willingness to pay a premium. At the same time, awareness of, and trust in, certification bodies both have a positive effect on a certified hotel’s image. Finally, awareness of certification bodies also exerts a positive effect on trust in certification bodies. The results offer hoteliers potential strategies for customer behavioral intentions enhancement.

Using the Theory of Planned Behavior and Religion to Assess Customers Behavioral Intention to Adopt Islamic Banking Services in Malaysia

Malaysia is a multi-racial country with a highly variegated ethnic mix. The ethnic groups of Malaysia consist mainly of the Malay community, the Chinese community, and the Indian community. This identity contributes to the different perception and acceptance of the Islamic banking system among its citizens. Due to that, the market share of the banking industry in Malaysia is dominated by conventional banking. The latest statistic registered an increase in the total deposit in 2017 and 2018 by 10.3%, amounting to RM640 billion, representing 33.4% of the banking system's total deposits. Notably, 66.6% of the total deposits contributed by the conventional banking system, actively leading the industry, while Islamic banking has taken the backseat, which may not augur well for the future of Islamic banking. The quest to attract customers is a significant challenge for Islamic banking in Malaysia. This study aims to determine Malaysian customers' behavioral intention to adopt Islamic banking services and determine whether religion affects customers' behavioral intention to adopt Islamic banking services in Malaysia. To achieve this, an exAnanned Behavior (TPB) model was tested in this study. The hypothesized path to achieve this in the structural model influencing an individual's intention to adopt Islamic banking and financial services were positive attitude, positive subjective norms, perceived behavioral control and behavioral religion variable on Islamic banking selection among customers. A set of questionnaires was distributed and answered by 149 working respondents. The data were analyzed using IBM SPSS Statistics Version 20. This study showed that attitude and religion demonstrate a significant positive relationship with behavioral intention to adopt Islamic banking services in Malaysia. This reflects that attitude and religion are the most influential factors in selecting Islam selecting customers in Malaysia. The study also showed that attitude is the most significant factor in influencing customers' behavioral intention

Impact of Service Quality on In-Patients' Satisfaction, Perceived Value, and Customer Loyalty: A Mixed-Methods Study from a Developing Country.

PurposeRecent literature on healthcare quality demands more contextualized and patient-perspective research, as models from developed countries are not suitable for developing countries. Moreover, research on private healthcare services in Vietnam has long been underestimated by academia, but it has significant economic and commercial value. Hence, this study explores the dimensions of service quality in private healthcare and how they impact in-patient satisfaction, perceived value, and customer loyalty in Vietnam.MethodsThis mixed-method study had a sample size of five inpatients for the qualitative phase and 368 inpatients for the quantitative phase from hospitals in Vietnam. The qualitative analysis explores service quality dimensions in private healthcare and incorporates them with the literature to develop a conceptual model. The quantitative phase tests the relationship between each construct in the conceptual model via structural equation modeling.ResultsThe four dimensions of service quality were emotion, function, social influence, and trust. Most of these dimensions have a significant impact on customer perceived value and satisfaction. However, emotion does not significantly influence customer perceived value, and function does not considerably impact customer satisfaction. In addition, social influence is an underrepresented variable in the service quality literature, but it has the most substantial impact on customer perceived value and customer satisfaction. The quantitative results also confirm that customer satisfaction and customer perceived value significantly impact customer loyalty (word-of-mouth and revisit intention); however, customer perceived value does not significantly impact customer satisfaction.ConclusionThe study suggests that private healthcare providers and the government in Vietnam should allocate resources to improve service quality. Practitioners should invest in social branding and e-services to reach out to their customers. Future research should focus on a cost-benefit analysis and compare the effectiveness of service quality dimensions on customer behavioral intention.

The role of experiential value, novelty, and satisfaction in robot barista coffee shop in South Korea: COVID-19 crisis and beyond

The purpose of this study is to examine the effects of experiential value and novelty on the formation of customer satisfaction and behavioral intention towards a robot barista coffee shop (RBCS). For the analysis, a set of hypotheses was developed and tested based on data collected from 300 customers who had visited a RBCS in South Korea. The findings of the study confirmed the importance of atmosphere, novelty, and consumer return on investment as factors that influence satisfaction and behavior intention. This study contributes to the existing knowledge about experiential value by suggesting important factors that can predict consumer behavior towards RBCS and practical insights for coffee shop management according to untact consumption changes were proposed.

Effect of Endogenous and Exogenous variables on Customer behavioural intention in Adoption of Digital Banking ServicesA Technology Acceptance Model Study in the State of Telangana

Technological Innovations and advancement in Information and communication technology have shown massive growth across the industries including Banking. With internet of things the stringent and Traditional method of Banking has seen a complete metamorphosis from time to time. This has facilitated the customer to have all their banking services at their fingertips without visiting physical banking outlets with their mobile gadgets. It reduces customer’s fatigue of standing in longer queues, reduces transaction costs and time saving. The mere advancement of Technology cannot transform the entire process. There are other factors like extraneous variables or other behavioural related factors which drive the customers towards the adoption of the Digital Technologies. Moreover, the technologies which are vulnerable while dealing with financial related activities. Hence, the present study is an attempt to examine the Endogenous and Exogenous variables and their influence on Perceived Usefulness and Perceived Ease of Use which intern will influence Behavioural Intention to drive towards actual usage of Digital Technologies in Banking. The Present Study examines opinion of 686 respondents across the Telangana state by using E-TAM introduced by Venkatesh and Bala

How Do Air Quality Issues Caused by Particulate Matter Affect Consumers' Emotional Response to Tourism Destinations and Willingness to Visit?

This study identifies the perceived risk factors of particulate matter (PM) and the effect of the perceived risk factors of PM on the relationship between tourists’ trust and aspiration regarding the tourist destination, the customer return on investment, and the willingness to visit a tourism destination. Accordingly, this study discussed the severity of PM, which plays a key role in causing air quality issues, and classified the factors for perceived risk of PM into physical, psychological, financial, functional, and time risks to verify its effect on consumers’ emotional response and willingness to visit. Data collection for empirical analysis took place in April 2021 for two weeks. A total of 285 significant data points were obtained on tourists with travel experience in the past year. The demographic characteristics were confirmed using SPSS 22.0 (IBM, New York, NY, USA) and AMOS 22.0 (IBM, New York, NY, USA), and the measurement and structural models were verified through a confirmatory factor analysis and structural equation modeling, respectively. The empirical analysis showed that the perceived risk of PM has a negative effect on trust in the tourism destination and desire for it, and the behavioral intention of customers. Furthermore, alternative attractiveness was found to play a significant moderating role. The results of this study proved the negative effect of PMs on tourism destinations and provided implications and insights to present a meaningful strategy for minimizing PMs’ perceived risk.

Enhancing Perceived Credibility During a Pandemic

The way a person orders his food is the next big thing that technology aims to change. The purpose of the study is to empirically examine the factors determining the behavioral intention of customers towards online food delivery services with food delivery aggregators in India. The study has segmented the online food delivery (OFD) dimension into two domains, namely performance and experience factors. Performance factor includes technical attributes like website quality including features like ease of navigation, information quality, and interaction and control over order. Experience factor includes constructs like convenience, price value, and perceived credibility. Three hundred four questionnaires were collected to empirically test the research model using PLS path modeling and important performance matrix approach. The data was collected during pandemic period when people needed to be ensured by the service provider of the hygiene and safety protocols followed by them, ensuring credibility.

User Trust levels and Adoption of Mobile Payment Systems in China: An Empirical Analysis

The technology acceptance model (TAM) has been regarded as a promising model for understanding technology adoption and can be extended to different situations. Currently, mobile payment services have been widely applied in people’s daily lives in China, and understanding their critical success factors is becoming important. Mobile payments are a complex system, and a large number of factors affect their success. Since mobile payments are directly related to financial issues, their wide adoption relies heavily on people’s trust. We developed a model based on the TAM to investigate the most influential factors in building trust within the mobile payment context. We conducted an empirical survey and 373 samples were collected using a valid questionnaire from the users of the popular payment platforms in China—Alipay and WeChat payment. We found that government monitoring is the most significant factor of customer trust, followed by reputation, and security. Government monitoring directly influenced behavioral intention, was negatively associated with perceived risk and positively affected behavioral intention. Moreover, mobility, subjective norms, usefulness, ease of use, and perceived enjoyment impacts customer behavioral intention.

Mining the hidden seam of proximity m-payment adoption: A hybrid PLS-artificial neural network analytical approach

This study investigates the adoption of proximity mobile payment services (PMPS) using, for the first time, an extended version of the decomposed theory of planned behaviour (DTPB) and considering both the linear and non-linear relationships depicted in the proposed model. Based on a two-stage hybrid analytic methodology, the proposed model was validated empirically using a sample of 951 participants. First, partial least squares (PLS) regression was used to identify the significant drivers of PMPS acceptance predictors. Artificial neural networks (ANN) were then used to rank the relative influence of the significant adoption drivers obtained in the previous step. The PLS results indicate that the extended DTPB provides a solid theoretical framework for studying the adoption of PMPS. The results of the PLS-ANN sensitivity analysis confirmed the PLS results regarding the importance of the determinants' of normative and controlling customers’ beliefs, although there were some contradictions concerning the determination of customer attitudes and behavioural intentions towards PMPS usage. The results are discussed and implications are offered.