Customer Behavioral Intentions Research Articles

Effect of Hotel Michelin Restaurant's Selection Attributes on Customer Behavioral Intention - Focused on Moderating Role of the Hotel Brand Image -

Effect of Hotel Michelin Restaurant's Selection Attributes on Customer Behavioral Intention - Focused on Moderating Role of the Hotel Brand Image -

Assessing the interrelationships between customer satisfaction, perceived value and behavioral intention among Maldivians seeking medical care within medical tourism services: Empirical evidence from the Maldives

Empirical studies related to interrelationships between variables perceived value, customer satisfaction and behavioral intention conducted in the Maldives context and in the medical care industry is very rare. A quantitative cross-sectional study conducted in natural settings using a survey questionnaire to assess the interrelationships between above mentioned variables by utilizing a conceptual model created from three interrelationship models obtained from previous research. Data collected from willing participants across the 19 atolls resulting in a total of 385 responses obtained after data cleaning. A stratified proportionate random sampling method used. SPSS 25.00 and AMOS 23.00 used as analysis tools. The Sobel test applied to analyze the mediating effect of customer satisfaction on the relationship between perceived value and behavioral intention which confirmed a positive and significant relationship between perceived value, customer satisfaction and behavioral intention. Study rejected the hypothesis which test the mediation of customer satisfaction on the relationship between perceived value and behavioral intention. This study is first of its kind to generalize findings on Maldivian’s medical seeking behavior, and results helps policymakers, medical practitioners, medical institutions, and respective administrations to provide better customer perceived value towards providing higher customer satisfaction, which in effect improve customer behavioral intention towards medical care service providers.

Examining the relationship among servicescape, perceived overall image and customer behavioural intentions in beauty salons: the moderating role of pleasure-arousal-dominance emotional state model

Previous research has signified that environmental stimuli can affect the behaviour of consumers substantively, communicatively, and socially. Studies conducted to date have not focused on their ef...

Examining the relationship among servicescape, perceived overall image and customer behavioural intentions in beauty salons: the moderating role of pleasure-arousal-dominance emotional state model

Examining the relationship among servicescape, perceived overall image and customer behavioural intentions in beauty salons: the moderating role of pleasure-arousal-dominance emotional state model

Will I Use It Again Impact of Customer Behavioural Intentions on FinTech Continuance under Expectation Confirmation Theory

Will I Use It Again Impact of Customer Behavioural Intentions on FinTech Continuance under Expectation Confirmation Theory

Acceptance of the Bank of Uganda Internet Banking System Framework

The study examines the role of environmental, behavioral and technological variables in predicting customer behavioral intentions to adopt the Bank of Uganda Internet Banking System (BBS Connect) by integrating three existing frameworks of Task Technology Fit (TTF), Unified Theory of Acceptance & Use of Technology (UTAUT) and Initial Trust Model (ITM). In doing so, the study follows a comprehensive approach to address Internet banking adoption intention. Partial Least Squares (PLS) Structural Equation Modelling is used to analyze the data collected from BBS Connect users. From the empirical findings, we are able to establish the significant contribution of technology characteristics and task characteristics in facilitating TTF. Initial trust was found to be facilitated by structural assurance and not by familiarity with the Bank of Uganda. The statistical results support the significant association of initial trust, performance expectancy and social influence with behavioral intentions to adopt BBS Connect. The approach used in the study incorporates three well established theories of technology acceptance. This results in a high explanatory power of our research model at 73.2% of behavioural intention to adopt the BBS Connect System. We provide theoretical and practical implications that are useful for Internet banking in Uganda and Africa at large.

골프연습장의 서비스스케이프에 따른 고객 감정 및 미래행동 예측

본 연구는 골프연습장의 서비스스케이프에 따른 고객 감정 및 미래행동 예측을 분석해봄으로써, 골프연습장 이용 객들이 느끼는 감정적 반응과 더 나아가 행동의도를 분석 및 예측을 하는데 그 연구의 목적이 있다. 이와 같은 목적을 달성하기 위해 수집된 270부의 자료를 SPSS 24.0 Version 프로그램을 이용하여 빈도분석, 요인분석, 신뢰도분석, 상관 관계분석, 다중회귀분석을 실시하여 다음과 같은 결론을 얻었다. 첫째, 골프연습장의 서비스스케이프는 고객감정반응에 유의미한 영향을 미치는 것으로 나타났다. 결과를 구체적으로 살펴보면, 골프연습장의 공간배치는 고객감정반응의 하위 요인인 긍정반응에 유의미한 영향을 미치는 것으로 나타났으며, 공간배치에서는 고개감정반응의 하위요인인 부정반응 에서도 부적으로 유의미한 영향을 미치는 것으로 나타났다. 둘째, 골프연습장의 서비스스케이프는 이용 고객의 행동의도 에 유의미한 영향을 미치는 것으로 나타났다. 결과를 구체적으로 살펴보면, 골프연습장의 서비스스케이프의 하위요인인 주변 환경과 공간배치가 앞으로의 미래행동을 예측하는 행동의도에 정적으로 유의미한 영향을 미치는 것으로 나타났다.

PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOURAL INTENTIONS TOWARDS HOSPITAL IN SABAH

The Health system in Malaysia including hospitals, clinics, and community health agencies can be very different from other operational work environments. Healthcare systems are complex and there are many things that need to know about types of hospital operation systems, patient care, insurance, healthcare providers, and legal issues. This study aimed at examining the relationship between perceived service quality, customer satisfaction, and behavioural intentions in the context of the hospital in Sabah, Malaysia. Information from 208 respondents was used through questionnaires for the purposed of statistical data analysis using SmartPLS. The result showed only tangibles and empathy supports behavioural intentions in relation to the retail pharmacy within Malaysia. This study tested relationships of tangibles, assurance, and empathy with customer satisfaction respectively were shown to be significantly positive as well. A positive relationship between customer satisfaction and behavioural intentions was also observed in this study. As for the mediation analysis, the outcome indicated that tangibles, assurance, and empathy respectively have an indirect relationship with behavioural intentions mediated by customer satisfaction. Additional findings also showed that, while the direct effects of empathy on behavioural intentions were significant, the indirect impact was noted to be greater for behavioural intentions in connection with customer satisfaction as mediation. The result also showed that relative to other perceived service quality, empathy has the most impact on customer satisfaction as well as behavioural intentions respectively. The findings from this study significant to this industry which contribute to policymakers, service providers, and other stakeholders.

Effects of Perceived Justice on the Behavioral Intention of Customers in the Banking Sector

This research verifies whether perceived justice, from customers in the treatment of a complaint, influences satisfaction and generates positive behavioral intention, the trust and affective commitment acting as moderators of the relationship between perceived justice and satisfaction. Data were collected with an questionnaire from 324 bank customers who had made at least one claim against their bank. The perceived justice during the handling of complaints generates satisfaction. Satisfied customers tend to arouse a positive intention, which can generate benefits in terms of loyalty and word of mouth. Increased trust and affective commitment can contribute to greater personalization of banking services.

Service Quality Measurement in Rural Tourism: Application of RURALQUAL Model

The purpose of this paper is to evaluate service quality and its relation to customer satisfaction, trust, and behavioural intentions of rural tourism by applying the modified ruralqual model derived from the original servqual model. The survey was conducted on a sample of 307 rural tourists in Croatia. A Partial Least Squares Structural Equation Modelling (pls-sem) was applied in order to analyse the relationship between the measured constructs. The modified ruralqual model has been proven as a reliable and valid multidimensional scale that includes 27 items divided into 5 dimensions. Results indicate that there is a significant positive relationship between Service quality and Satisfaction as antecedents to Loyalty. The role of Trust as a mediator between Satisfaction and Loyalty has been proven, but its mediation power is rather small. Research results indicate that rural tourism managers and owners paid more attention to the tangible service quality elements, but in order to improve overall tourist experience in the future, they should pay more attention to the intangible service quality elements. The modified ruralqual instrument should be periodically used as a tool by practitioners and managers for the future development of rural tourism. Keywords: service quality, satisfaction, loyalty, rural tourism, RURALQUAL, PLS

에스닉 레스토랑의 음식체험요소와 고객행동의도의 관계에서 지각된 가치의 매개효과 분석

본 연구에서는 이론 및 선행연구를 바탕으로 음식체험을 청결성, 완성도, 차별성의 세 가지 차원으로 구분하였다. 또한, 이들 음식체험의 하위요인들이 지각된 가치와 고객행동의도에 어떠한 영향을 미치는 지를 확인하였다. 특히, 음식체험의 하위요인인 청결성, 완성도, 차별성과 고객행동의도 변수사이의 관계에서 지각된 가치에 의해 매개되는 간접효과의 관계를 확인하고자 하였다. 연구결과에 따르면 첫째, 음식체험의 하부요인인 청결성, 완성도, 차별성이 지각된 가치 및 고객행동의도에 긍정적인 영향을 보이는 것으로 검증되었다. 이는 에스닉 레스토랑이 지속적으로 소비자들을 위해 노력하는 다양한 신메뉴 출시 및 이를 통한 다른 레스토랑과의 차별적인 맛 및 높은 품질의 제고 등이 상당히 중요하다는 점을 검증되었다. 둘째, 지각된 가치는 고객행동의도에 유의한 긍정의 영향을 미치는 것으로 나타났다. 마지막으로 음식체험을 통한 고객행동의도에 미치는 영향에서 고객의 지각된 가치는 유의한 부분적 매개효과를 발휘하였다. 이는 품질을 통해 높게 지각된 가치가 향후 고객의 행동의도를 증가시키는 역할을 할 것으로 보고 있다.

"韓食レストランの選択属性が顧客満足度及び行動意図に及ぼす影響 -日本の福岡地域における韓食レストランを中心に-"

"韓食レストランの選択属性が顧客満足度及び行動意図に及ぼす影響 -日本の福岡地域における韓食レストランを中心に-"

The Relationship between Service Quality Dimensions and Behavioral Intentions in the Egyptian Hotel Industry

This study investigates the service quality dimensions within five-star hotels in Cairo in Egypt and how these dimensions further impact customer satisfaction and behavior intentions. A self-administrated questionnaire was used to collect the primary data of this study. The findings obtained from factor analysis indicated five dimensions of service quality: tangibles, adequacy in service quality, understanding and caring, assurance, and Convenience. The findings also indicated that the business guests had the highest importance for the dimension of assurance, adequacy in service supply, understanding and caring, tangibles, and Convenience. Although this study's findings indicated that quality performance (i.e., adequacy in service supply, assurance, understanding, and caring) in the hotels was rationally good, lower ratings were identified for numerous factors. Multiple regression analysis was also applied and showed that these five dimensions had a statistically significant influence on customer satisfaction and behavior inventions.

The effect of servicescape on service quality and customer behavioral intention – An evidence in coffeeshop service in Viet Nam market

This study aims to evaluate the role of the servicescape to service quality and customer behavioral intentions in the context of the coffee shops chains service in the Vietnam market. The author uses Structural Equational Modeling (SEM) to test the research model and hypotheses through survey data of 326 customers who have used services at coffee shops in cities in Vietnam. The results show that the concept of servicescape is a separate concept that plays an important antecedent role to service quality and customer behavioral intention, and employees service quality also plays a vital role in order to improve the overall service quality. The results of this study have confirmed the need to manage servicescape and employee service quality at coffeeshops chains which will contribute to enhace overall service quality and forming the intention to return using services of customers. Based on this result, the study has given some implications for managers not only in the coffee shops chains business but also in other service industry. The important contribution of this study is the affirmation of the independent role of servicescape in the coffee shops chain service business in the Vietnam market.

Coffee shop atmospheric effect on customer satisfaction and behavioural intention

Despite the growing number of atmospheric studies in the various service settings such as restaurants and hotels, the application of atmospheric studies in the coffee shop has not gained much attention from scholars. The purpose of this study is to determine the coffee shop atmospheric dimension and the influence on customer satisfaction and behaviour intention of the coffee shop customers. The result of reviewing a large number of service environment literature has identified four dimensions of coffee shop atmospherics: facility aesthetic, ambience condition, spatial layout, and social. Subsequently, these dimensions are used to examine their role in customer satisfaction and behaviour intention. The data were collected from 298 coffee shop customers at ten coffee shops and each measurement was subjected for validity analysis of and composite reliability that were analyzed using confirmatory factor analysis (CFA). The relationship between variables was verified using the Structural Equation Model (SEM). The findings of this study are: first, the coffee shop atmospherics influence customer satisfaction positively; second, customer satisfaction has a mediation role in the relationship between coffee shop atmospheric and behaviour intention; third, customer satisfaction affects behaviour intention significantly. The findings implied that the coffee shop atmospheric has a paramount role in affecting customer satisfaction which can lead to positive behaviour intention of the customers such as spreading the positive word about the coffee shop and revisiting intention.

비언어적 행동, 정서적 가치, 고객만족 및 행동의도의 관계: 서비스 산업을 중심으로

The purpose of this study is to examine the casual relationships among non-verbal behaviors, emotional evaluation, customer satisfaction and behavioral intention. This study employed a questionnaire survey to test the hypotheses. A total of 285 employees working at service corporations participated in the survey, 265 data were used for statistical analysis after the elimination of inadequate samples.<BR> The results of this study are as follows. First, non-verbal behaviors(kinesics, proxemics, physical appearance) were positively related to emotional evaluation. Second, emotional evaluation was positively related to customer satisfaction and behavioral intention. Third, customer satisfaction was positively related to behavioral intention. Finally, the summary, implications and limitations of the results with the future tasks were suggested.

Analysis of Structural Relationships among YouTube Travel Contents Characteristics, Corporate Image, Trust, and Customer Behavior Intention in the Digital Nomad Era : Focusing on Comparison of Public Enterprise and Private Enterprise

Analysis of Structural Relationships among YouTube Travel Contents Characteristics, Corporate Image, Trust, and Customer Behavior Intention in the Digital Nomad Era : Focusing on Comparison of Public Enterprise and Private Enterprise

Build It and They Will Come? The Impact of Servicescape on Chinese Millennials’ Satisfaction and Behavioral Intentions toward Integrated Resorts

ABSTRACT The rapidly global development of integrated resorts has led to increased competition in the marketplace. Among all, Chinese millennials are targeted because of their population size and strong spending power. This study aims to identify the effect of servicescape dimensions on satisfaction and behavioral intentions. Considering the environmental feature of the integrated resort and variety-seeking behavior of Chinese millennials, we add facility variety to the dimensions of servicescape. A major survey with 404 respondents was conducted and analyzed with structural equation modeling. The result shows that interior décor, ambience, equipment, signage and symbols, and facility variety are positively associated with customer satisfaction and behavioral intentions, while cleanliness and layout do not have any significant effect. These findings can have meaningful business implications for resort managers.

Attitude toward social media reviews and restaurant visit intention: a Bangladeshi perspective

PurposeWhile the usage of social media reviews has become increasingly popular in recent years, few studies in this context of Bangladesh have investigated its impact on restaurant visit intention. Therefore, this study aims to explain the role of attitude toward social media reviews in customers' restaurant visit intention from the perspective of Bangladesh. In doing so, predictors of attitude toward social media reviews were also ascertained and their indirect effects on restaurant visit intention were investigated.Design/methodology/approachA survey questionnaire was administered to 300 university students. A six-factor based measurement model was proposed, and structural equation modeling (SEM) was used in testing the hypotheses represented by the model. Furthermore, a focus group discussion with 12 respondents was also held to assess how negative reviews on social media affect the customers' restaurant visit intention.FindingsThis study reveals that perceived usefulness, perceived ease of use, trustworthiness and information quality of social media reviews are positively related to attitude toward using positive social media reviews for choosing a restaurant. Furthermore, attitude toward positive social media reviews directly contributes to the intention to visit restaurants. Besides, attitude toward social media reviews fully mediates the relationship of perceived usefulness, perceived ease of use and trustworthiness with restaurant visit intention, whereas it partially mediates the relationship between information quality and restaurant visit intention. Besides, results from focus group discussion revealed that customers typically trust negative reviews which reduce their intent to visit restaurants.Research limitations/implicationsThe samples chosen for this study belong only to a particular stratum of the population (students from a specific institution/university). Hence, the outcomes should be generalized with caution.Practical implicationsThis study provides practical guidelines for the restaurant marketers to formulate improved strategic decisions by tracking the restaurant customers' attitudes, behavioral intentions, sentiments and share of voice on social media platforms. The results of this study will encourage the restaurant marketers to build sustainable relationships with influential food bloggers to spawn positive electronic word of mouth (e-WOM).Originality/valueThis is one of the first studies in Bangladesh that have covered up a timely and untouched research area, providing empirical evidence regarding the effects of attitude toward social media reviews on restaurant visit intent in the context of a South Asian country like Bangladesh.

Impact of Service Quality and Perceived Value on Customer Satisfaction and Behavioral Intentions: Evidence from Convenience Stores in Vietnam

Impact of Service Quality and Perceived Value on Customer Satisfaction and Behavioral Intentions: Evidence from Convenience Stores in Vietnam