Customer Behavioral Intentions Research Articles

The Effect of Bakery Customers Product and Service Quality Factors on Value Perception, Customer Satisfaction and Behavioral Intentions: Focused on Famous Bakery Customers

Purpose: Recently, information on 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' can be obtained through various media such as TV, Internet search, and SNS, and the culture of finding and sharing them has become a trend. Since PZB's SERVQUAL, there have been many studies measuring service quality, leading to hotels, restaurants and coffee shops. These studies of service quality include product quality in the service quality dimension. Hotels, restaurants, and coffee shops are provided with intangible services while customers visit and stay, but 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' often stop by to buy products and return home. Therefore, the study on the effect of quality on customer behavior on 'Delicious Restaurants (Mat-zip)' should consider product quality separately. In this study, we want to study how each quality element affects the perceived value and response of customers by separating product quality and service quality. Research design, data, and methodology: This study tested the structural model of how the quality of products and services of famous bakeries affect customers' perceived value and response. As the quality factors, products, tangible services, and employee services were adopted, and perceived values adopted utilitarian and hedonic values, and customer responses adopted customer satisfaction and behavior intention. For this study, 203 survey data with experience using famous bakeries were analyzed using SPSS 22.0 and AMOS 22.0. Result: The research results are as follows. First, product quality positively influenced utilitarian value, hedonic value, and customer satisfaction, tangible service quality positively influenced utilitarian value, and employee service quality positively influenced hedonic value. Second, utilitarian value had a positive effect on behavioral intention, and hedonic value had a positive effect on customer satisfaction. Conclusions: In a famous bakery, it is basic that product quality should be given priority, and for customer satisfaction, employee service quality is half as important. In addition, for Behavior Intension (revisit by the customer), in addition to product quality, the quality of tangible services and employee services should be maintained at a quarter level.

The Influence of Service Scape and Service Provider’s Esthetic Labor on Customer Behavioral Intentions and Mediations of Emotional Responses in Esthetic Shop

The Influence of Service Scape and Service Provider’s Esthetic Labor on Customer Behavioral Intentions and Mediations of Emotional Responses in Esthetic Shop

A cross-country investigation of customer transactions from online to offline channels

PurposeThe purpose of this study is to investigate multichannel integration of hotels and online travel agencies (OTAs) and to compare consumer behavior between China and Indonesia in the context of online to offline (O2O) commerce. We examine how the services, brand and market share of OTAs influence behavioral intentions in both online and offline channels. SERVQUAL, theory of reasoned action and the halo effect are integrated to develop the research model.Design/methodology/approachTo investigate Chinese and Indonesian customers' experiences and behavioral intention of OTAs and hotels, the customers who booked hotels using OTAs were invited to participate in the questionnaire survey. This study collected 336 and 305 data from China and Indonesia, respectively. A partial least squares structural equation modeling technique was used to test and compare the research hypotheses and model between China and Indonesia.FindingsThe results compare the similarities and differences of cross-country customer experiences and behavioral intentions of OTAs and hotels. The effect of website service quality on online satisfaction, the effect of online satisfaction on offline confirmation and the effects of offline confirmation and booking intention on patronage intention are significant and positive in both countries. Website service quality is positively associated with booking intention for Indonesia but not for China. The relationship between perceived size and booking intention is significant for China but not for Indonesia. The findings provide insights into the development of O2O commerce for global markets and multichannel strategies between OTAs and hotels.Originality/valueWith the development of O2O commerce, increasingly more hoteliers are opening up online and offline sales channels by cooperating with OTAs. Although several cross-country studies have investigated consumer behavior or behavioral intentions, behavioral settings are based on online or offline channels rather than the integration of both channels. Although some research has studied the integration or competition of OTAs and hotels, none of these studies have investigated the issues from the perspective of country comparison. This study provides the understanding of how customers in different countries and with different backgrounds react to the same e-commerce development, especially the cooperation of OTA and hotels.

전시회에서 개최되는 회의서비스 속성이 전시회 이미지 및 고객 행동의도에 미치는 영향 - 2019 서울국제소싱페어를 중심으로

In many Asian countries, exhibitions are becoming an increasingly popular marketing medium, reaching around 31.1 billion in 2021 in global marketing volume. With these international growth of exhibition industry, globalization and enlargement of exhibition thru the merge of exhibitions and conferences become a trend. This study intends to examine the positive effects of the seminar and/or meeting co-hosted in exhibition by adopting the notion of side-event at exhibition, which is meeting is one of side-event program at exhibition. As a result, the purpose of this research is to investigate the effect of meeting service attributes on exhibition image and customer behavior intention, and to examine the effect of exhibition image on the customer behavior intention in order to find the structural relationship among the meeting service attribute, exhibition image and customer behavior intention. The survey was conducted among visitors in 2019 Seoul Sourcing Fair held in COEX, Seoul from 21st to 23th of March, 2019. Total 502samples were collected and analyzed for the study. The study’s findings show that meeting service attributes had a positive effect on exhibition image but not significant to the customer behavior intention, and exhibition image has positive effect on customer behavior intention. Further, exhibition image is the full mediation variable between meeting service attribute and customer behavior intention. The theoretical and practical implications are discussed as follows. First, it broadened the exhibition research scope by connecting the meeting service attributed which was studied mainly in convention industry, into the exhibition, and in particular enriched the literature on side event program at exhibition by verifying the direct and indirect impact of meeting service attributes on exhibition image and customer behavior intention. Second, this study proved the effectiveness of ‘ConfEx’model which is merging conference and exhibition, resulting in build up the political grounds in government supporting policies. Lastly, it suggests for the executives to manage the detail side event programs co-hosted with exhibitions systematically and need to use it as the marketing tool for the successful exhibition outcome.

Strategic pricing by Islamic banks and the impact on customer satisfaction and behavioral intention

Purpose The study aims to capture customers’ different price expectations by constructing a multidimensional price perception in Islamic banking setting and the impact on customer satisfaction and behavioral intention, as a single price perception approach cannot reflect heterogeneity of price expectations. The study conceptualized customers’ price expectation into price reliability, price confidence, price transparency, relative price, price–quality ratio and price fairness. Design/methodology/approach An online questionnaire was distributed to Islamic banking customers in Indonesia to test seven proposed hypotheses of price perceptions on customer satisfaction and behavioral intention. The instrument used a five-point Likert-type scale to capture customer perception on the instrument variables and analyzed the functional relation of the model using multiple regression analysis. Findings Empirical findings reveal that customers experienced more price expectations in their banking decision-making process. The number and complexity of price expectations depend primarily on the customers’ interest, particularly on price transparency, relative price and price–quality ratio, and these dimensions affect satisfaction and behavioral intention. Islamic banking customers in Indonesia are highly aware of price transparency, have “relative thinking” on price differences and put price–quality ratio in their assessment. Research limitations/implications The study was conducted in Indonesian Islamic banking industry; the extension to other different countries may reveal difference in price complexity and implication to behavioral consequences. Any difference in customer attitude would bring managerial implication for different Islamic bank managers. Additionally, this study developed and examined five price dimensions, however, there may be additional price dimensions in different environment contexts. Further research is needed to identify any other price expectations that may affect customers’ behavior. Practical implications The results of this research allow bank practitioners to develop relevant pricing strategy to fulfil customers’ different price expectations in their decision-making process. Appropriate measures to different price expectations improve satisfaction, loyalty and, in turn, increase bank profits. Furthermore, this research provides useful information for future researchers in different settings. Originality/value This paper provides empirical analysis of pricing strategy by Indonesian Islamic banks and insights on customers’ experience toward different price expectations.

Service innovation, customer satisfaction and behavioural intentions: a conceptual framework

Purpose This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight into service innovation. Design/methodology/approach The proposed conceptual framework is based on findings from reviewing key theories and concepts, together with relevant literature in the service operation management, service innovation and hospitality management. Findings The proposed conceptual framework can be used to test empirically and explicate customer satisfaction and behavioural intentions towards service innovation of the hospitability operations. There are seven determinants can influence customer satisfaction: innovative mechanic clues, innovative humanic clues and innovative functional clues to influence customer transaction-specific satisfaction; complexity, meaningfulness, novelty and affordability to influence customer overall satisfaction. Customer expectation is formed by social factors, information, knowledge and their need to influence their actual perception, and the comparison between customers’ expectation and actual perception cause their satisfaction. The relationships amongst transaction-specific satisfaction, overall satisfaction and behavioural intentions can explain customer satisfaction comprehensively as a process of before, during and after their perception. Practical implications This paper highlights the importance of innovative service delivery and customers’ evaluation to contribute to creating service innovation. A synthetic definition of service innovation emphasised can help practitioners to define key determinants to effectively influence customer satisfaction and their behavioural intentions. Thus, marketing strategy aligned with operation management, can be practised appropriately. Originality/value This study provides key determinants to influencing customer satisfaction of service innovation through innovative service delivery in the hospitality operation, based on key theories and relevant literature.

회원제 스포츠센터의 서비스 품질이 고객행동의도에 미치는 영향

The purpose of the research is to investigate the relationship between service quality and customer behavior intention in membership sports center of Henan province, China.<BR> To achieve the goal, a total of 671 questionnaires used for analysis. Based on the collected data, Win SAS Ver.9.2 was applied for analysis with frequency analysis, confirmatory analysis, construct validity, correlation analysis and multiple linear regression analysis. The results of this study are as follows: The sub-scales of service quality such as communicability, environmental and social quality factors had a significant effect on the recommendation intention of behavioral intention, but no effect was found in product quality. The sub-scales of service quality such as environmental and social quality factors had a significant effect on word-of-mouth diffusion of behavioral intention, but no effect was found in product quality and communicability factors.

Antecedents Affecting Chinese Customer Satisfaction and Behavioral Intention on O2O Delivery Application Service

Purpose In this study, O2O (online to offline) delivery application is used to verify the cognitive process of online application service. With the relatively low cost of O2O market in China, O2O is producing a synergistic effect with the relatively low cost of the China market. In addition, O2O service operated by Baidu, Alibaba, and Tencent (BAT) occupies a large scale in relevant overseas markets. In China, due to the continuous development of e-commerce, China’s Alipay and Wechat online payment platforms have driven the growth of the O2O market. Design/Methodology/Approach The technology acceptance model (TAM) explains the behavior of user acceptance and analyzes the factors influencing user acceptance. Although consumers have used many of the online services of mobile applications, we analyze antecedents affecting the satisfaction on O2O delivery service. According to our finding that offline distribution services to further promote the use of online distribution services, we can understand the consumers’ preference for O2O service consumers and re-use intention. Findings The results of this study show that the information quality and information security of O2O delivery application can affect customers’ satisfaction. Based on TAM, O2O delivery application plays a significant role in locking into such services forming both the perceived ease of use and behavioral intention. Research Implications In order to meet customers, based on the characteristics of the O2O model, offline stores have to focus on improving the service quality of distribution servicesbecause consumers pay more attention to the quality of products themselves and to the additional behavior services provided by service delivery personnel.

호텔 이용객의 지각된 고객지향성이 고객만족과 행동의도에 미치는 영향 연구 : 밀레니얼 세대를 중심으로

호텔 이용객의 지각된 고객지향성이 고객만족과 행동의도에 미치는 영향 연구 : 밀레니얼 세대를 중심으로

Yat Limanları Hizmet Alanlarındaki Müşteri Memnuniyetinin Aidiyet ve Davranışsal Niyetler Üzerindeki Etkisi

Bu araştırmanın amacı deniz turizminin önemli alt yapılarından ve işletmelerinden olan yat limanı işletmelerinin hizmet alanlarındaki müşteri memnuniyetinin davranışsal niyetler ve aidiyet üzerindeki etkisini belirlemektir. Araştırma amacına uygun olarak, alanyazında yer alan çalışmalar ve uzman görüşlerinden faydalanılarak yat limanları hizmet alanlarındaki müşteri memnuniyeti, aidiyet ve davranışsal niyet ölçekleri ile birlikte anket formu oluşturulmuştur. 328 anket formu Muğla ili Marmaris ilçesinde faaliyet gösteren yat limanında hizmet alan yat sahibi ve kaptanlara uygulanmıştır. Araştırma sonuçlarında, yat limanı işletmelerinin hizmet alanları müşteri memnuniyetinin, aidiyet ve davranışsal niyetler üzerinde anlamlı ve pozitif yönlü bir etkisinin olduğu belirlenmiştir.

Model Customer Satisfaction And Customer Behaviour Intention In Improving The Dimension Of Referral Marketing, Experiental Marketing, Service Marketing

This research aims to test and analyze customer satisfaction model and customer behaviour intention in meningkatkandimensireferral marketing, experientalMarketing, service marketing in customer user product PT. DenpooMandiri Indonesia Branch Surabayi have been respondents to the study as much as 130 people, consisting of 90 women and 40 men. This analysis uses the analysis path. Calculation of statistical analysis using SPSS aimed at calculating the significant or absence of a study. This research can contribute to the company PT. DenpooMandiri Indonesia in increasing customer satisfaction by combining the dimensions that will be researched and researchers want to help increase the sales level of Denpoo products so that the product can be felt by the customer. Findings of this research with statistical analysis calculations using SPSS Path analysis that aims to calculate the significant or absence of a study. Based on the results of the overall research of data analysis can be noted that empirically tested by Bersama–sama referral marketing variables, experiential marketing, service marketing, customer satisfaction has a significant impact to the customer behaviour intention. Customers will increase when referral marketing variables, experiental marketing, service Marketingcan be tested and can provide benefits to the community and employees of the company.

Fitness Centers Ambience-Customer Behavioral Intentions Relationship: The Mediating Role of Customer Emotional States

This research paper aims to investigate how the ambient conditions in fitness centers affect customer behavioral intentions through examining the mediating role of customer emotional states while in the fitness center.&amp;nbsp; To this end, a conceptual model of relevant research variables was developed based on the extant literature. A questionnaire survey was administered to a convenient sample of 420 fitness center members approached in 10 randomly selected fitness centers in Jordan. The model was validated and tested using structural equation modeling with AMOS 21.0. The findings of analysis demonstrated that fitness center ambience was significant in predicting customers&amp;rsquo; pleasure, thereby, their behavioral intentions towards the fitness center. Mediation analysis verified the mediating role of customer pleasure but not arousal on the relationship between fitness center ambient conditions and customer behavioral intentions.&amp;nbsp; Research findings show the significance of ambient conditions as an influential marketing tool. Also, such findings are deemed insightful to the operators of fitness centers on how the fitness center ambience can be deployed to enrich customer affective experience and to encourage positive behavioral intentions in turn. Discussion, conclusions, and research agenda for future research were also identified.

How Tourists Perceive the Usefulness of Technology Adoption in Hotels: Interaction Effect of Past Experience and Education Level

ABSTRACT This study examines the interaction effect of past experience and education level on the perceived usefulness of hotel technology. This study also investigates the influence of the perceived usefulness of hotel technologies, such as artificial intelligence, robotics, and service automation, on the behavioral intention of customers through their past experience. A total of 301 international tourists participated in this study. Results show that the past experiences and education level of tourists exhibit an interaction effect on the perceived usefulness of hotel technologies in terms of understanding and answering questions, providing accurate information, and communicating through various languages. The perception of technology adoption tends to show the commonality for the inexperienced tourists regardless of education level. However, such a perception fluctuates among experienced tourists with increased educational level, particularly among the graduate group. In addition, the effect of the perceived usefulness of hotel technologies on behavioral intention is stronger for experienced hotel customers than for inexperienced ones. Academic and managerial implications are also discussed for future research development.

Supporting sustainability by promoting online purchase through enhancement of online convenience

Online purchases can support environmental sustainability by reducing the number of shopping trips. The purpose of this article is to understand how online convenience may be used to increase online purchase intention and therefore contribute to environmental sustainability. Employing a snowball sampling technique data from 226 Chinese respondents were used with Least Squares Structural Equation Modelling (PLS-SEM) to test the research hypotheses. Findings suggest that customers with experience have a strong effect on the relationship between service convenience and customer satisfaction. It is also found that satisfied customers desired to stay longer and are willing to pay more. From a theoretical point of view, this study fills several gapes by extending previous work that investigates the impact of online convenience on customer satisfaction and behavioral intention by revealing the novelty impact on the willingness to pay and desire to stay. From a managerial standpoint, the findings help managers considering doing businesses or planning to do businesses in China and for companies committed to reducing their carbon footprint in understanding how they can use online convenience to stimulate online purchases among their clients and consequently becoming more environmentally friendly and socially responsible.

Frontline robots in tourism and hospitality: service enhancement or cost reduction?

Robots are being implemented in many frontline services, from waiter robots in restaurants to robotic concierges in hotels. A growing number of firms in hospitality and tourism industries introduce service robots to reduce their operational costs and to provide customers with enhanced services (e.g. greater convenience). In turn, customers may consider that such a disruptive innovation is altering the established conditions of the service-provider relationship. Based on attribution theory, this research explores how customers’ attributions about the firm motivations to implement service robots (i.e. cost reduction and service enhancement) are affecting customers’ intentions to use and recommend this innovation. Following previous research on robot’s acceptance, our research framework analyzes how these attributions may be shaped by customers’ perceptions of robot’s human-likeness and their affinity with the robot. Structural equation modelling is used to analyze data collected from 517 customers evaluating service robots in the hospitality industry; results show that attributions mediate the relationships between affinity toward the robot and customer behavioral intentions to use and recommend service robots. Specifically, customer’s affinity toward the service robot positively affects service improvement attribution, which in turn has a positive influence on customer behavioral intentions. In contrast, affinity negatively affects cost reduction attribution, which in turn has a negative effect on behavioral intentions. Finally, human-likeness has a positive influence on affinity. This research provides practitioners with empirical evidence and guidance about the introduction of service robots and its relational implications in hospitality and tourism industries. Theoretical advances and future research avenues are also discussed.

Perceived service innovation in non-profit sports clubs: the antecedents and consequence

ABSTRACT Research question: In spite of the increasing significance of service innovation and customer knowledge management (CKM) as key resources for sports organisations, little sport management research has examined the role of innovation in the relationship between CKM and consumers’ behavioural intentions. Using the perceived innovation as a bridge, in this study, we tested whether CKM can predict behavioural intentions of customers. Research methods: Participants (N = 578) were recruited from non-profit sports clubs in Iran. Structural equation modelling was applied to test the research model. Results and Findings: The results revealed that CKM is an antecedent of innovation with creativity as a mediation path, as well as customer behavioural intention as a consequence of innovation. Moreover, CKM in total, contributed to the enhanced behavioural intention. Implications: According to customers’ perceptions, non-profit sports clubs can generate new ideas and improve innovation in their services by enhancing customer knowledge, especially through customer-staff relationships. This study highlights the significance of perceived innovation and creativity in promoting customers’ behavioural intentions at non-profit sports clubs.

Factors Influencing Customer Satisfaction and Behavioral Intention for Fast-Casual Restaurants (A Case Study in a Shopping Center, Bangkok)

This study examines the relationships between the six factors (food quality, service quality, physical environment quality, perceived value, satisfaction, and behavioral intention) in fast-casual restaurants. Nowadays, restaurants need to understand and give importance to the factors that influence consumers and create impressive experiences for them. The entrepreneurs, academics, and restaurant managers should pay more attention to the quality and the value factors that consumers receive. In this study, the researchers aim to analyze the factors that affect the satisfaction and intention of the consumers, to explain the differences in the restaurant industry in the form of fast-casual restaurants, and explore the role of consumer value awareness affecting customer satisfaction. This study uses the survey results from consumers living in Bangkok, Thailand, which contains 400 people as a sample size through the questionnaire. The data analysis was used descriptive statistics such as frequency, percentage, mean, standard deviation, and the hypothesis testing in this research was simple and multiple linear regression analysis at a significant level of 0.05. This research indicates that all these factors are important to satisfy the customers, price recognition acting as the operator in this process. Ultimately, results indicate that customer satisfaction is an important predictor of the behavioral intent of consumers for re-consumption for fast-casual restaurants. The results of the research are from hypothesis testing of the Factors influencing customer satisfaction and behavioral intention for fast-casual in the restaurant industry (A case study in a shopping center, Bangkok). The most influential factor is perceived value, followed by service quality and physical environment, and food quality, respectively, at the significance level of 0.05. It shows that these factors are useful, which may provide better ways to use, develop, or improve the quality that affects customer satisfaction and the level of intention in the behavior of consumers in the future.

Customers’ behavior intension regarding online shopping of general product and insecticide in Thailand

The global market of insecticide products is expected to garner around 16.7 Billion US by 2020, registering a CAGR of 5.0% during the forecast period 2014 to 2020. Companies are operating in this market focus on product launches as part of their growth strategy. As the retail sales of global e-commerce have continuously grown, e-commerce has gained the large share from physical retail over the last decade derived from the impact of greater internet access and technology development that make online shopping easier and more convenience. The research analyzes data of customer behavior intention by parallel compare impact of the data from general product and insecticide product. In analyzing data, single Linear Regression and multiple linear regression were employed to investigate the impact and difference between dependent and independent variable. The 400 respondents who are using online application and have online shopping experience were implied to investigate the factors that have intention to decision on purchase product via online channel in this research. The results have been interpreted that people have more concern on purchase of insecticide online in product attitude, customer service, purchase and delivery, and promotion of insecticide. This study concept and valid the customer behavior toward insecticide product for set strategy of the insecticide in online market.

Data-driven online service supply chain: a demand-side and supply-side perspective

PurposeBig data analytics (BDA) and machine learning (ML) can be used to identify the influencing factors of online service supply chains (OSSCs) and can help in the formulation of optimal pricing strategies. This paper analyzes the influencing factors of customer online shopping from the demand-side perspective and formulates optimal pricing strategies from the supply-side perspective.Design/methodology/approachThis paper uses ML and the Stackelberg game approach to discuss OSSC management. ML's feature selection algorithm is used to identify the important influencing factors of 12,330 customers' online shopping intention data using four different classifiers. The Stackelberg game approach is used to analyze the pricing strategies of integrators and suppliers in OSSCs.FindingsFirst, the feature selection algorithm can improve the efficiency of optimization in big data samples of OSSCs. Second, the level of visualization and the quality of information (page value) will affect the purchase behavior of customers. Finally, the relationship between the optimal pricing and the level of visualization is obtained through the Stackelberg game approach.Practical implicationsThis paper reveals the phenomenon of “mystery customers,” and the results of this paper can provide insights and suggestions regarding the decision-making behavior of integrators and suppliers in OSSC management.Originality/valueConsidering customer behavior intention, this paper uses a data-driven method to explore the influencing factors and pricing strategies of OSSCs. The empirical results enrich the existing OSSC management research, proposing that the level of product visualization and information quality plays an important role in OSSCs.

Data on corona-virus readiness strategies influencing customer satisfaction and customer behavioural intentions in South African retail stores.

This article presents raw inferential statistical data that determined the coronavirus readiness strategies at retail stores in South Africa and their consequences for consumer behavioural intentions. The data was collected from customers within the metropolitan area of Bloemfontein. The data were analysed using a quantitative approach. Structured questionnaires were provided to customers throughout South Africa's Bloemfontein metropolitan area. Reliability and validity were confirmed. The data was presented using Structural Equation modelling (SEM) using the Smart PLS program. The analysis of the SEM path shows estimates of the interconnectivity of the major constructs in the data. The findings from this dataset show that sanitised retail entrances, sanitised retail counters and sanitised retail shelves had a statistically significant effect on customer satisfaction with covid-19 readiness in retail stores. Furthermore, the data reveals that retail social distancing and senior citizens shopping hours had a statistically insignificant effect on customer satisfaction with covid-19 readiness. Moreover, the data reveals that customer satisfaction with covid-19 readiness strategies of retail stores also had a positive and statistically significant effect on customer behavioural intentions.