Customer Behavioral Intentions Research Articles

The THE INFLUENCE OF PERCEIVED PRODUCT QUALITY AND PERCEIVED SERVICE QUALITY TOWARD CUSTOMER VALUE, BEHAVIOR INTENTION AND CUSTOMER RESPONSE RESIDENTIAL AREA IN SOUTH KALIMANTAN PROVINCE

ABSTRACT
 The research aims to analyze the influence of Perceived Product Quality And Perceived Service Quality Toward Customer Value, Behavior Intention And Customer Response Residential Area In South Kalimantan Province. The population in this research is the customer Residential Area In South Kalimantan Province. Sampling technique by using accidental sampling with selected respondents must meet predetermined criteria standards. because the population is very much. The number of samples as many as 120 responden, this was according to Ferdinand (2002:48). The analysis was using SPSS and using AMOS 20.0 software. The test results showed that only six hypothesis have a significant effect, namely: Perceived product quality significantly influence toward customer value in Residential Area In South Kalimantan Province, Perceived service quality significantly influence toward customer value in Residential Area In South Kalimantan Province, Perceived product quality significantly influence toward behavior intention customer in Residential Area In South Kalimantan Province, Perceived service quality significantly influence toward behavior intention customer in Residential Area In South Kalimantan Province, customer value significantly influence toward customer respon in Residential Area In South Kalimantan Province, customer intention significantly influence toward customer respon in Residential Area In South Kalimantan Province. While three other hypothesis have not significant namely: customer value have not significant influence to customer intention in Residential Area In South Kalimantan Province, perceived product quality have not significantly influence to customer response in Residential Area In South Kalimantan Province and perceived service quality have not significant influence toward customer response in Residential Area In South Kalimantan Province.
 
 Keywords: Product Quality, Service Quality, Customer Value, Behavior Intention, Customer Response

Customer Experience and Behavioral Intentions: The Mediation Role of Customer Perceived Value

The overarching aim of this research is to empirically test the effect of customer experience on customer perceived value and behavioral intentions while assessing the mediating role of customer perceived value. To achieve this aim, we collect data from 338 customers of restaurants in South Korea. The hypotheses intended to achieve this aim are tested using the structural equations modeling technique. The outcome of the research reveals that customer experience positively and significantly affects behavioral intentions. Additionally, customer experience has a significant positive effect on both hedonic and utilitarian value respectively. Hedonic value positively and significantly predicts behavioral intents while utilitarian value is negative but significantly related to behavioral intentions. The study further finds support for a mediating effect of hedonic value on the relationship between customer experience and behavioral intentions. The current study provides managerial and theoretical insights into understanding customer experience management, customer perceived value, and customer behavioral intentions.

The Effect of Quality of Physical Environment, Food and Service on Customer Satisfaction and Behavioral Intentions in Pekanbaru

This study aimed to determine direct and indirect effect of the three elements of food service quality dimensions which consisted of quality of physical environment, food and service both on customer satisfaction and behavioral intentions based on the Kisang’s Model (2012).The data obtained from the distribution of questionnaires to 300 respondents in Pekanbaru, Indonesia. The data were collected bypurposivesampling technique. The data were analyzed by using inferential statistics using path analysis with PLS.The research result showed that directly, thequality of physical environment and food quality had a significant and positive effect on behavioral intentions. However, service quality did not have significant effect onbehavioral intentions. Indirectly,customer satisfaction affected significantly and positively, which means that it mediated between quality of physical environment, food and service of behavioral intentions. Keywords: Physical environment quality, food quality, service quality, customer satisfaction dan behavioral intentions. DOI : 10.7176/EJBM/11-29-02 Publication date :October 31 st 2019

The Influence of Customers Social Media Brand Community Engagement on Restaurants Visit Intentions

The purpose of this article is to study the relationships between brand community engagement of customers on social media networks and customer behavioral intentions with regard to visiting restaurants where the theory of planned behavior was applied. A conclusive-descriptive, cross-sectional research design was selected in order to determine the degree to which Brand Community Engagement, Attitude (ATT), Subjective Norms (SN), Perceived Behavioral Control (PBC), Restaurant's Visit Intentions (INT) and Visit Behavior (B) are interrelated and associated. The results indicated that BCE does affect customers attitude towards dining out and visiting restaurants and that SN cannot moderate the strong relationship between ATT and intention. In addition, customer intention can weakly predict their behavior of visiting restaurants. The results of this study suggest that management of restaurants should pay attention to their marketing communication strategies through social media restaurant's communities and should focus on how to increase the engagement levels of customers beside understanding and may be changing their attitudes towards experiences in restaurants. This study examined the relationship between Restaurants Brand Community Engagement on social media and customer intentions to dine out and visit restaurants.

A Study on the Effect of Service Recovery through Mediating Customer Forgiveness on Customer Behavior Intention of Online Shopping Mall - Based On the SOR Model

A Study on the Effect of Service Recovery through Mediating Customer Forgiveness on Customer Behavior Intention of Online Shopping Mall - Based On the SOR Model

PENGARUH EXPERIENTIAL MARKETING, CUSTOMER DELIGHT, DAN KEPERCAYAAN PELANGGAN TERHADAP NIAT PERILAKU PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Pada Bengkel Resmi Yamaha PT. Roda Sakti Surya Megah)

The purpose of this study is to test experiential marketing, customer delight, and customer trust in customer behavior intentions through customer satisfaction. The subjects of this research are Yamaha customers of PT. Roda Sakti Surya Megah as many as 100 people. Sampling in this study using accidental sampling. Data analysis technique used in this study is path analysis. Based on the analysis results, the coefficient of determination show by Adjusted R Square= 0.453 ;. This value indicates that there are any relations between experiential marketing, customer delight and customer confidence in customer satisfaction. Furthermore, based on the research results obtained also obtained the coefficient of determination between the variables experiential marketing, customer delight, and customer trust in customer behavior intentions through customer satisfaction as big as Adjusted R Square = 0.462. This value shows that there is a significant influence between experiential marketing, customer delight, marketers' trust in customer behavior intentions through customer satisfaction. Keywords: experiential marketing, customer delight, customer trust, and customer behavioral intentions.

PENGARUH EXPERIENTIAL MARKETING, CUSTOMER DELIGHT, DAN KEPERCAYAAN PELANGGAN TERHADAP NIAT PERILAKU PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Pada Bengkel Resmi Yamaha PT. Roda Sakti Surya Megah)

The purpose of this study is to test experiential marketing, customer delight, and customer trust in customer behavior intentions through customer satisfaction. The subjects of this research are Yamaha customers of PT. Roda Sakti Surya Megah as many as 100 people. Sampling in this study using accidental sampling. Data analysis technique used in this study is path analysis. Based on the analysis results, the coefficient of determination show by Adjusted R Square= 0.453 ;. This value indicates that there are any relations between experiential marketing, customer delight and customer confidence in customer satisfaction. Furthermore, based on the research results obtained also obtained the coefficient of determination between the variables experiential marketing, customer delight, and customer trust in customer behavior intentions through customer satisfaction as big as Adjusted R Square = 0.462. This value shows that there is a significant influence between experiential marketing, customer delight, marketers' trust in customer behavior intentions through customer satisfaction. Keywords: experiential marketing, customer delight, customer trust, and customer behavioral intentions.

Airbnb Physical Environment Attributes and Customer Behavioral Intention: A Proposed Study

Airbnb Physical Environment Attributes and Customer Behavioral Intention: A Proposed Study

호텔의 고객서비스 회복전략이 회복만족과 고객행동의도에 미치는 영향 : 통제성의 조절역할을 중심으로

The purpose of this study was to examine the effect of service recovery strategy on recovery satisfaction and customer behavior intention in hotel industry with CURE scale, and investigate whether controllability is moderating between recovery strategy, recovery satisfaction and customer behavior intention. The survey was conducted from Nov.1 to Nov. 14, 2018. A total of 255 questionnaires were used for statistical analysis. The results of the analysis were as follows: first, an effort and apology were the actions in hotel recovery strategy that had an positive impact on the recovery satisfaction. Second, an effort and apology were the actions in hotel recovery strategy that had an positive impact on customer behavior intention. Third, the recovery satisfaction had a significant positive impact on customer behavior intention. Finally, controllability played a moderating role between recovery satisfaction and customer behavior intention. From these results, this study provides extended data for the hotel’s service recovery strategy, and hotel employees will improve their service skill.

Empirical Study On Attributes Leading To Satisfaction Among Bank Customer

This research aims at measuring the service quality in public and private banking sector and identifying its relationship to customer satisfaction and behavioral intention. The study was conducted among 500 bank customers by using revised SERVQUAL instrument with 26 items. Behavioral intention of the customers was measured by using the behavioral intention battery. The researcher has used a seven point likert scaling to measure the expected and perceived service quality (performance) and the behavioral intention of the customer. The instrument was selected as the most reliable device to measure the difference-score conceptualization. It is used to evaluate service gap between expectation and perception of service quality. Modifications are made on the SERVQUAL instrument to make it specific to the Banking sector. Questions were added to the instrument like Seating space for waiting (Tangibility), Parking space in the Bank (Tangibility), Variety of products / schemes available (Tangibility), Banks sincere steps to handling Grievances of the customers (Responsiveness). The findings of the study revealed that the customer’s perception (performance) is lower than expectation of the service quality rendered by banks. Responsiveness and Assurance SQ dimensions were the most important dimensions in service quality scored less SQ gap. The study concluded that the individual service quality dimensions have a positive impact on Overall Satisfaction.

Turistlerin Yöresel Yiyecek Beğenilerinin Davranışsal Niyetlere Etkisi: Cunda Adası Örneği

The aim of this study is to determine the effects of local food tastes, satisfaction and satisfaction on the post-purchase behaviors of the local tourists visiting Cunda Island. Cunda Island restaurants were pre-tested and a local food scale was created. A survey on local food, customer satisfaction and behavioral intentions and descriptive characteristics of participants was conducted on 406 domestic tourists and expected effects were analyzed by structural equation model. As a result of analyzes, it has been determined that the taste of local plants and seafood, which are the sub-dimensions of the regional food scale, have an effect on customer satisfaction in customer satisfaction and behavioral intentions.

Structural Relationship Between Quality of Medical Service, Patients’Emotional Attachment, Customer Satisfaction, and the Customer Behavioral Intention of Small and Medium Hospitals

Structural Relationship Between Quality of Medical Service, Patients’Emotional Attachment, Customer Satisfaction, and the Customer Behavioral Intention of Small and Medium Hospitals

Examining factors influencing Indian customers’ intentions and adoption of internet banking: Extending TAM with electronic service quality

This study conceptualizes and tests an integrative research model based on extended technology acceptance model (TAM) by integrating electronic service quality to strengthen the customer behavioral intention mediated through brand attitude in the context of e-banking in India. This study applies the cognitive, affective, and conative sequence to measure the antecedents and results of electronic service quality. The study has gathered a total of 455 usable responses by self-administered questionnaire through convenience sampling from young employed graduates aged between 16 and 29 years. Structural equation modelling techniques have been applied to the data and the results have provided that dimensions of electronic service quality model (customer service, web design, assurance, preferential treatment, information provision) relate to the electronic service quality. Electronic service quality and perceived usefulness significantly build customer attitude and intention to use internet banking services. However, against the TAM postulation, perceived ease of use does not influence customer’s intention to adopt internet banking service.

Evaluating Airlines Promotion Policies and Tactics in Crisis Environment from Customers' Satisfaction Perspectives: Egypt Air' Case Study

Air Transportation Services Considered The Leading Factor Driving The Growing Development In Tourism Industry And Its Economy. In The Current Global Service Economy, Airlines Considered The Lifeblood Of Tourism. Because Of The Airline Industry Has Been Closely Affected By And Linked To Internal Or External Politics, Economics, Security, Technological, Technical, Fatal Accidents, And Other Crisis Challenges; The Crisis Effects On The Airlines Industry Drew And Attract The Attention To Study And Analysis. This Study Considered Airlines Businesses As Crisis Environments By Its Nature. The Crisis Should Face By Different Promotion And Tactics Regarding Airlines Competitive Services, Customer Satisfaction, Service Quality Ameliorate And Avoiding Bankruptcy. The Importance Of The Study Is To Discuss The Main Airlines Promotion Policies And Tactics Success Indicators. The Study Diagnoses Essential Aspects For The Airlines Strategic Solutions From Customer's Perspectives Enriching Promotion Policies And Tactics In Its Dynamic Business Environment. Egyptair Studied Practically And Empirically As The Egyptian National Full-Service Airline Founded 1932. The Study Empirically Assessed And Integrated The Varying Factors By Conducting Egypt Air' Customers Survey Where Many Implications Are Discussed. By Questionnaire Survey, The Assessment Methodology Tools Depends On Collecting And Analyzing Quantitative And Theoretically Qualitative Concerned Data. The Convenient Sample Approach 542 From Egyptair Customers, Where Using SPSS Statistical Tools And Other Statistical Applied Techniques. Findings Of The Study Indicated And Revealed The Most Influential Airlines Promotion Policies And Tactics, Respectively Are; First, Investing In Icts Applications And Services, Second, Advantages Of Airline Strongest Branding And Alliances, Third, Highly Employees And Staff Skills And Qualification, Fourth, Caring The Customer Behavior Intentions, Fifth, Enriching Customers' Service Experiences, And, Previous Satisfied Experiences On Traveling By The Airlines. The Discussion Also Includes Many Tourism Crisis Theories And Practices Contribution To Tourism And Airlines Business Knowledge And Practices.

Integrating virtual reality devices into the body: effects of technological embodiment on customer engagement and behavioral intentions toward the destination

ABSTRACTVirtual reality devices create a high integration of technologies with human senses. However, few studies analyze how embodied technologies affect customer pre-experiences with a destination. Results from a lab experiment show that compared to desktop PC and mobile phones, VR head-mounted displays generate more immersive experiences, higher sensory stimulation, more engagement, and higher behavioral intentions toward the destination. Immersion and sensory stimulation mediate the effects of technological embodiment on engagement and behavioral intentions. Furthermore, active (versus passive) tourism content strengthens these effects. Our results stress the role of technological embodiment to generate effective pre-experiences with potential tourists’ destinations.

Impact of operations management strategies on customer satisfaction and behavioral intentions at café-restaurants

PurposeThe purpose of this paper is to examine the relationships of capacity/layout (CL), design (D), location, (L), hygiene (H), human resource management (HRM), food quality (FQ) and ambiance (A) in operations management strategies (OMS) and the direct and indirect effects of OMS on customer satisfaction (CS) and customer behavioral intentions (CBIs) that might affect income and, therefore, be influential regarding café-restaurants in Sulaimania in Iraq.Design/methodology/approachData are collected through a survey questionnaire using a simple random sampling methodology from 254 customers of 46 casual café-restaurants. Methodology includes demographic analysis, factor analysis, structural equation modeling and mediation analysis.FindingsConcerning relationships between structural and infrastructural elements of OMS, only CL and H influence HRM, D and H affect A, and H influences FQ. Regarding relationships between OMS and CS and CBIs, only L, HRM, FQ and A affect CS. Concerning the relationship between CS and CBIs, CS influences CBIs. Finally, given indirect effects of OMS on CS and CBIs, HRM mediates relationships between CL-CS and H-CS; FQ and A mediate relationships between H-CS; and CS mediates relationships between L-CBIs, FQ-CBIs and HRM-CBIs.Research limitations/implicationsThe study that treats seven variables in OMS is limited to Sulaimania in Iraq. Thus, the findings cannot be generalized. The study might guide future studies about the way OMS elements forge CS and CBIs in café-restaurants where owners/managers develop credible strategic plans.Originality/valueThe study provides a unique insight into the hospitality industry in Iraq where studies among elements of OMS are few and far between.

Cruise brand experience: functional and wellness value creation in tourism business

Purpose Experience and value creation have become integral themes for tourism service providers. This study aims to understand the role of different types of experiences in formulating customers’ perceived value. Studies on this area are scarce, especially in the cruise industry. Design/methodology/approach A research model that includes two value variables, namely, functional and wellness values, and four cruise brand experience variables, namely, sensory, affective, behavioral and intellectual factors, was tested through partial least-squares (PLS) structural equation modeling approach. A total of 389 usable cruise customer responses were obtained and analyzed using SmartPLS software. Findings Results revealed the relative effects of sensory, affective, behavioral and intellectual factors on perceived functional and wellness values. The positive impact of perceived value on customer satisfaction and behavioral intention and the moderating role of service expertise in the relationship between cruise experience and perceived value were examined. Research limitations/implications Future research can examine how types of leisure facilities (e.g. casinos, restaurants, bars and shows), cultural differences (e.g. Eastern and Western) and customers’ travel characteristics (e.g. visiting purpose and companions) may influence the relationships between cruise brand experience and perceived value. Practical implications From a practical point, the relationships among multidimensional cruise brand experience, functional and wellness values, customer satisfaction, revisit intention and service expertise provide a clue on how cruise brands can enhance customers’ perceived value to retain current customers. Originality/value This study contributes to literature by providing a theoretical framework and empirical evidence for predicting and explaining cruise customers’ behavior. From a managerial perspective, this study identified critical factors that are essential to value creation and discussed the implications of predictive factors on developing marketing strategies that enhance customers’ positive attitude and behavior toward the cruise brand.

What Do Coffee Shop Entrepreneurs Need to Do to Raise Pro-Environmental Customer Behavioral Intentions?

Our research framework, built on the norm activation model (NAM), was designed to provide a comprehensive understanding of the formation of consumers’ pro-environmental behavioral intentions in an eco-friendly coffee shop. We employed the NAM to test its mediating effect of personal environmental norms (PEN), social environmental norms (SEN), and ascription of responsibility (AR) and the moderating effect of the overall green image (OGI) on pro-environmental behavioral intentions. Data were collected through a survey of 530 customers who frequently visited a coffee shop in Korea, and structural equation modeling (SEM) was used to test the research hypotheses. The findings generally supported the hypothesized associations of the study variables within our proposed theoretical framework (PEN, SEN, and AR in order of the mediating effect on pro-environmental behavioral intentions) and confirmed OGI’s moderating effect. In addition, the study’s results have important (1) theoretical and (2) practical implications for the environment. (1) They expand the original NAM by explaining the effect of the relationship between SEN and PEN on pro-environmental customer behavioral intentions (PCBI) and confirm the mediating effect of the NAM (SEN, PEN, AR) on PCBI, as demonstrated in previous studies. (2) Moreover, the findings herein may encourage coffee shops to participate in the prevention of environmental problems by restricting the use of products such as plastic coffee cups and straws.

PERCEPTION OF YOUTH TOWARDS MOBILE BANKING USAGE INTENTION – AN EMPIRICAL STUDY

Purpose of This Paper: The main aim of this empirical study is to examine the mobile banking usage intention among the youth customers of public and private sector banks in India. Research Methodology: The empirical research design was adopted by employing survey method to collect responses from target population through convenience sampling method. The primary data collected were subjected to analysis using SPSS Version 23.0 and the statistical tools such as, percentage analysis, Correlation analysis, Factor analysis and multiple regression analysis. Major Findings: Statistical evidences exhibit that mobile banking usage intention variables have been reduced to five independent factors namely, Convenience Factor (CF), Benefits Factor (BF), Deliberation Factor (DF), Safety Factor (SF) and Trust Factor (TF) in their order of dominance and occupational status is most significant influence of total mobile banking usage intention, followed by major source to information about mobile banking service. Practical Implications: User friendliness and Users Awareness of Mobile Banking at large has to be thrusted at every branch banking units to digitally promote awareness of Government Schemes such as, Jan Dhan Yojana, Digital India, Licensing Small Finance Banks/Payment Banks, Aadhaar Enrollment and etc. Originality of the Paper: This research paper aims in exploring the youth customer behaviour and usage intention towards mobile banking in the Chennai city.

The Effects of Quality Factors on Customer Satisfaction, Trust and Behavioral Intention in Chicken Restaurants

The Effects of Quality Factors on Customer Satisfaction, Trust and Behavioral Intention in Chicken Restaurants