Customer Intention Research Articles

Bibliometric analysis of virtual reality in tourism and hospitality

It is experienced that the tourism and hospitality industry has been changing dramatically year by year, not only the crisis of the pandemic outbreak related to the restriction of travelling but also due to novel of technology evolution, including applications of virtual reality. In fact, applying virtual world into business operation to increase customer intention have been paid more attention from practitioners, scholars, and stakeholders. Yet, it is necessary to comprehend this field's trend and its impact on business strategies and the future perspective of applying virtual reality experiences in tourism and the hospitality industry. This study mainly aims to examine the current state of research and trends of virtual reality related-tourism and hospitality studies from the beginning to the outbreak of the pandemic and post-pandemic and discuss them over the period time towards the future perspective of this research. By proposing a bibliometric approach to analyse 1441 studies from Scopus data published over three last decades related to virtual reality experience in tourism and hospitality sector to generalize information associated with research opportunity for future in this area. This study uses a combination of RStudio 2022 and VOSViewer 1.6.18 software to analyse databases that were retrieved from reliable resources and the most signification impact so as to provide a whole picture of virtual reality connecting with the relevant context. With regard to offering information in terms of the volume document of studies, citations, authors, countries, authorship networks, keyword networks and keyword co-occurrences, the relevant research direction in this field as well as the top journals and conferences that have most published in this field by over years. By using bibliometric analysis, this study's result gives an understanding of value information and suggestions by visual overview for future virtual reality studies on the tourism and hospitality context.

The Intention to Cart Abandonment in the Context of Multi-Channel Pricing

Theoretical background: Shopping cart abandonment is defined as a situation when the customer chooses products but does not complete the financial transaction. The vast majority of research articles on purchase abandonment concerns the online or mobile environment. The presented research model refers to the customer intention to resign from purchasing both in physical store and via mobile app caused by a multi-channel pricing strategy. By analogy to many definitions of online cart abandonment, the author defines cart abandonment in a multichannel environment as a decision about postponing purchase at all, both in a physical store and in a purchase mobile app. One of the possibilities of consumer behaviour as a reaction to the multi-channel pricing may be purchase abandonment. The impact of price differentiation across channels on purchase abandonment still deserves research attention due to the lack of the unequivocal confirmation. Purpose of the article: Setting prices in a multichannel environment creates a vital challenge for multichannel retailers. This article attempts to explain one of the undesirable consequences of the channel based price differentiation, which is the purchase abandonment. The purpose of this paper is to identify factors influencing the customer intention to abandon the purchase under channel-based price differentiation conditions (physical store and mobile purchase app). Research methods: This study is a quantitative one employing a scenario-based approach to obtain responses from 500 participants. This research used the structural equation modelling to test its hypotheses. Main findings: Findings reveal positive impact of perceived limited self-determination and perceived price unfairness on intention to cart abandonment, whereas consumer trust in a mobile app can reduce the intention to resign from purchase. Furthermore, the author finds the indirect impact of the mobile app familiarity as well as the retailer brand awareness. Research results can help managers to reduce the likelihood of losing customers in the multi-channel pricing environment.

Role of brand heritage in local and franchise restaurant service

Given the growth of franchise practices in the service industry, this study focuses on the impact of restaurant heritage in helping to create positive outcomes in company performance. In particular, this study examines the direct impact of brand heritage on customers’ perceived restaurant image and whether it produces positive attitudes and behavior. Due to limited studies on restaurant operation type, the proposed relationship is compared between franchise and local restaurants. Partial least squares structural equation modeling with SmartPLS 4.0 software was used to analyze 599 restaurant customers in the United States. The findings confirm that the perceived restaurant heritage affects the brand image for customers, leading to positive customer evaluations (i.e. satisfaction and trust). In addition, differing levels of customer satisfaction and trust are found to influence the behavioral intentions of customers (i.e. willingness to pay a premium and repurchase intentions). Last, a multigroup analysis showed that the effect of trust on customer behavior was significantly higher among franchise than local customers. In contrast, the effect of satisfaction on customer behavioral intentions was stronger among local than franchise customers. This study provides valuable insights for both local and franchise operators who need to manage their brands to create positive customer outcomes.

The Effect of Service Quality and Domestic Tourist Satisfaction on Intention to Revisit Marine Tourism in Komodo National Park

Issues occurred in marine tourism Komodo National Park can affect the satisfaction of tourists which threatens the sustainability of tourism. This research intends to examine the effect of service quality on domestic tourist satisfaction and revisit intention of 100 domestic tourists who had visited marine tourism in Komodo National Park. Data were collected through observation, questionnaire, and documentation using purposive sampling. Concepts used are service quality, satisfaction, and revisit intention. The measurement model (Convergent Validity, Discriminant Validity, Composite Reliability, and Cronbach Alpha) and structural model (model fit, R Square, Path Coefficient, T-Statistics, Predictive Relevance (Q2), and Path Coefficient) tests were utilized to evaluate the data using SEM PLS student version (3.0). The result shows that the service quality positively and significantly affects the satisfaction as well as the intention to revisit of domestic tourists in marine tourism at Komodo National Park. This indicates that customer satisfaction and intention to revisit are closely associated with service quality. In addition, satisfaction provides a partial mediation effect between service quality and intention to revisit. In other words, service quality can influences domestic tourists' intentions to revisit marine tourism in Komodo National Park with the mediation of satisfaction or without the mediation of satisfaction.

New insights into hotel customer’s revisiting intentions, based on big data

PurposeThis study aims to use big data analysis and sheds light on key hotel features that play a role in the revisit intention of customers. In addition, this study endeavors to highlight hotel features for different customer segments.Design/methodology/approachThis study uses a machine learning method and analyzes around 100,000 reviews of customers of 100 selected hotels around the world where they had indicated on Trip Advisor their intention to return to a particular hotel. The important features of the hotels are then extracted in terms of the 7Ps of the marketing mix. This study has then segmented customers intending to revisit hotels, based on the similarities in their reviews.FindingsIn total, 71 important hotel features are extracted using text analysis of comments. The most important features are the room, staff, food and accessibility. Also, customers are segmented into 15 groups, and key hotel features important for each segment are highlighted.Research limitations/implicationsIn this research, the number of repetitions of words was used to identify key hotel features, whereas sentence-based analysis or group analysis of adjacent words can be used.Practical implicationsThis study highlights key hotel features that are crucial for customers’ revisit intention and identifies related market segments that can support managers in better designing their strategies and allocating their resources.Originality/valueBy using text mining analysis, this study identifies and classifies important hotel features that are crucial for the revisit intention of customers based on the 7Ps. Methodologically, the authors suggest a comprehensive method to describe the revisit intention of hotel customers based on customer reviews.

Body image assessment of fitness centers´ members & behavioral intentions: can we actually achieve members´ retention?

The concept of body image is multidimensional and concerns the attitude of each person towards their body and their appearance. The aim of this research was to study how Greek fitness center members evaluate their body image, and whether this evaluation is differentiated in terms of gender, age and BMI. Moreover, the study aimed to survey whether fitness center members’ body image may predict their intention to maintain their fitness center membership. The research sample consisted of 220 adult members of fitness centers in a Greek city. For the needs of this research, the MBSRQ-Appearance scale was used (Cash, 2000), including 4 factors: i) satisfaction with appearance (7 items), ii) investment in appearance (12 items) iii) anxiety with appearance and weight (4 items) iv) weight self-categorization (2 items) and v) satisfaction with body parts (9 items). The MBSRQ has been previously adapted to a Greek population with satisfactory validity results. For the intention to continue participating in a fitness center, one question based on the Theory of Planned Behavior was used: I will use the fitness center services again next year. All responses were given on a five-point Likert scale. For the needs of this research, the questionnaire gathered additional demographic characteristics of the sample’s gender, age and Body Mass Index (BMI). No statistical differences of the body image evaluation occurred depending on the sample’s sex and age. Instead, differences emerged in the way members of the sample perceived their body image, and more specifically their “Self-categorization of weight” depending on whether they were classified as "normal" based on their BMI, "overweight" or "obese". As for the intention to continue their membership, it may be predicted by the Satisfaction with body parts factor. Attracting clients to fitness services should stop focusing on promoting a fit and flawless body, encouraging people who underestimate their body image to take advantage of their services. Key Words: fitness centers, body image, customer intentions, fitness center members

Customers' purchase intention of renewable energy in Jordan: the case of solar panel systems using an extended theory of planned behavior (TPB)

PurposeThis study aims to examine the influence of various factors on the customers’ purchase intention of renewable energy in Jordan. The hypotheses and model of the study were adopted from previous studies.Design/methodology/approachThe present study was undertaken based on an online survey of 428 Jordanians who are nonusers of renewable energy. The sample was selected using a stratified random sampling method using a structured questionnaire method. Data were analyzed using SPSS version 25.FindingsThe results indicated that attitudes, subjective norms (social influence), perceived price, knowledge and perceived behavioral control significantly affect the purchase intention of Jordanian customers to adopt renewable energy. Moreover, the study confirms that there are statistically significant differences between demographic variables such as age, income and education about renewable energy purchasing intentions, whereas gender was not significant.Research limitations/implicationsSome limitations have been identified. First, the generalizability of the findings is one of the common limitations of scientific research, and this study is not an exception. In this regard, the current study has been carried out in the south of Jordan. Therefore, to expand the validity of the findings, future studies need to be attempted in other places in Jordan. Second, the existing study focused on solar panel systems as a form of renewable energy. Future studies could focus on other kinds of renewable energy, such as wind energy. Third, although the sample size of this study was appropriate and sufficient, future studies could use larger samples to enhance the robustness of the results.Practical implicationsThe findings of the current study could help practitioners in the renewable energy industry by identifying the key factors that motivate Jordanian customers to purchase and use such technology. They may use the findings of this study in the formulation of marketing policies and the development of marketing strategies to attract more customers to purchase and use renewable energy appliances like solar panels.Originality/valueThis is one of the few studies in the energy industry of Jordan devoted to developing and testing a model of determinants of purchasing intentions for solar panel systems that focuses on renewable energy purchasing behavior. Further, this study used demographic variables as control variables, which makes the study different from other studies by investigating the role of demographic characteristics in the context of the purchase intention for solar panel systems.

컨테이너 정기선사의 디지털라이제이션이 고객만족과 활용의도에 미치는 영향

컨테이너 정기선사의 디지털라이제이션이 고객만족과 활용의도에 미치는 영향

Customer Satisfaction with Telephone-Based Self-Service Technology: Investigating the Role of ‘Gender’ of the Voice Assistant

ABSTRACT Digitalization across industries is increasingly changing the way customers interact with service providers. One of the most significant influences of digitalization on service outcomes is driven by technology-enabled services i.e. self-service technologies (SSTs). Despite continuous advancement of service delivery from traditional methods to modern SSTs, the technology-oriented interfaces differ in their level of complexity which may affect customer satisfaction. Two independent experiments were undertaken to observe customer satisfaction with telephone-based SSTs. Study 1 featured a 2 (Level of SST Complexity: High/Low) X 2 (Gender of Voice Assistant: Male/Female) between subjects design, while a follow-up study featured a 2 (Service Delivery Outcome: Success/Failure) X 2 (Gender of Voice Assistant: Male/Female) between-subjects factorial design. Results confirm the proposition that a higher level of SST complexity is more likely to lead to decreased customer satisfaction and intention to continue using the SST and this effect is more when the telephone-based SST uses a female voice assistant rather than a male voice assistant. Findings of the follow-up study suggest that customer dissatisfaction following a telephone-based SST failure is more likely with a male voice assistant rather than a female voice assistant. Results are critical for customer-centric firms that depend on effective implementation of SSTs.

Influences of environment perception and social media communication via brand loyalty on the intention to buy green products among Vietnamese youth

Environmental issues are becoming more and more people's concern. One of them is social media, which attracts numerous young people to operate and interact far beyond geographical limits. The purpose of the study is to build a novelty research model by combining the Theory of Planned Behavior (TPB) to measure customer intentions in terms of environmental perception and influencing factors of social media communication through brand loyalty. The authors initially used the ground theory to review literature on previous studies, identified gaps in research, built research models, as well as proposed hypotheses between constructs. The qualitative research method was used in a focus group interview to evaluate and adjust the official questionnaire before measuring the concepts study. The quantitative research method was used after having an official survey and scale with 282 Vietnamese Gen Z to evaluate indicators to measure by SmartPLS software for assessment. This study identified hypotheses about the relationship between electronic word of mouth (EW) and online communities (OC), which have positive effects on brand loyalty (BL), significantly affecting green purchasing intentions (GPI). In addition, the relationships between environmental knowledge (EK), attitude towards green products (AT), subjective norm (SN), electronic word of mouth (EW), online communities (OC), online advertising (OA), and brand loyalty (BL) directly affect the green purchasing intention of Vietnamese Gen Z. The findings of the study will contribute to both scholars and practitioners to a theoretical framework for the impact of environmental perception, social media communication through brand loyalty, and green purchase intention of younger generation consumers.

The Impact of Drone Delivery Innovation on Customer Intention: An Empirical Study in Vietnam

Since e-commerce in the world is becoming increasingly popular, it leads to an increase in demand for a more efficient delivery system. Drone delivery innovation, with its distinct attributes, is contributing several advantages for delivery services. This paper studies the impact of drone delivery services on customers’ intention in Vietnam. The research uses correlation analysis and structural equation modeling (SEM) to analyze the data of 405 valid observations collected in a structured questionnaire survey in Vietnam. The paper reveals that convenience, speed, and compatibility affect customers’ attitude while convenience and compatibility have no negative effects on costs. Convenience has the highest impact on customers’ attitude, while speed concern has the lowest impact. In regard to customers’ intention to use drone delivery services, attitude has a strongly positive impact, while costs have a negative influence.

Factors affecting Co-Creation Intention of Customers in Social Commerce

This paper investigates the effects of social support, social commerce information sharing, and social commerce value on brand engagement and the effect of brand engagement on co-creation intention. This paper also investigates the mediating role of brand engagement on the relation between social support, social commerce information sharing, social commerce value and co-creation intention. The study used survey data from 279 Indonesians with experience using social commerce sites and make purchase transactions through social media sites. The model was tested using PLS structural equation modelling with WarpPLS 8.0 program. The empirical findings indicate that social support, social commerce information sharing, and social commerce value has a significant direct effect on brand engagement. The study also revealed that brand engagement has a significant direct effect on co-creation intention. The mediation test results indicate that brand engagement does not mediate social support, social commerce information sharing, and social commerce value on co-creation intention. This study provides an understanding that co-creation intention has become a common feature within the social commerce context and managers should make efforts to effectively engage with customers by implementing the relevant social commerce feature.

Consumer behavior of mobile food ordering app users during COVID-19: dining attitudes, e-satisfaction, perceived risk, and continuance intention

研究目的由于 Covid-19 爆发期间的社交距离规定, 移动订餐应用程序 (MFOA) 变得更受欢迎。 人们开始比平时更多地使用这些应用程序点餐。由于客户似乎很乐意使用这些应用程序, 因此始终存在传播感染的风险。这些事实不可避免地会影响客户的使用意愿。因此, 本研究旨在实证评估 MFOA 用户在 Turkiye Covid-19 大流行期间对感知风险的用餐态度、电子满意度和持续意图。研究设计/方法/途径该研究在预期确认理论和技术接受模型中使用了 SEM。 数据收集工具来自现有文献, 通过在线调查收集了 625 份问卷。 数据收集工具由 8 个部分组成, 旨在收集有关参与者的人口统计信息、期望确认、感知易用性、感知有用性、电子满意度、感知风险和持续意图的信息。研究发现结果显示电子满意度、用餐态度、感知风险和持续意愿之间存在显着关系。 最显着的发现是, 虽然电子满意度会影响客户重复使用 MFOA, 但感知到的风险会导致持续意愿下降。研究原创性/价值该研究模型通过添加风险因素拓宽了现有的 MFOA 研究模型。 此外, 它还为土耳其和世界新兴的 MFOA 文献做出了宝贵贡献。

Insights into managerial responses to repeat customers: the moderating role of social influence and revisit intention

PurposeRepeat customers play an important role in the restaurant sector. Previous studies have confirmed the positive effect of managerial responses on customer relationship management. However, the practice of managerial response strategies toward repeat customers in the restaurant sector remains unclear. This study aims to explore how social influence and the revisit intention of customers affect the responding behavior of restaurant managers.Design/methodology/approachThis study collects information of 251,944 customer reviews and managerial responses from 1,272 restaurants on Yelp (a leading restaurant review website around the world) and builds four econometric models (with restaurant and month fixed effects) to test the hypotheses empirically.FindingsThe empirical results show that restaurant managers are less likely to respond to reviews posted by repeat customers (10% lower than that of new customers). This effect is moderated by customer social influence, which entails that repeat customers with great social influence are more likely to receive managerial responses. Moreover, reviews from repeat customers who have had a longer time since their last consumption are also more likely to receive managerial responses.Practical implicationsThe results present implications for restaurant managers in business practice regarding managerial response. Managers should take advantage of platform designs and tools (i.e. customer relationship management programs to keep track of repeat customers) to locate repeat customers and avoid the potential negative effects caused by their selected response strategies.Originality/valueTo the best of the authors’ knowledge, this study is among the first attempts to examine empirically how restaurant managers respond to reviews generated by repeat customers in real business practice and reveals what drives such activities from the perspectives of social influence and revisit intention.

A gradient boosting classifier for purchase intention prediction of online shoppers

Early purchase prediction plays a vital role for an e-commerce website. It enables e-shoppers to enlist consumers for product suggestions, offer discount and for many other interventions. Several work has already been done using session log for analyzing customer behavior whether he performs a purchase on the product or not. In most cases, it is difficult to find out and make a list of customers and offer them discount when their session ends. In this paper, we propose a customer's purchase intention prediction model where e-shoppers can detect customer's purpose earlier. First, we apply feature selection technique to select best features. Then the extracted features are fed to train supervised learning models. Several classifiers like support vector machine (SVM), random forest (RF), multilayer perceptron (MLP), decision tree (DT), and XGBoost classifiers have been applied along with oversampling method for balancing the dataset. The experiments were performed on a standard benchmark dataset. Experimental results show that XGBoost classifier with feature selection techniques and oversampling method has the significantly higher area under ROC curve (auROC) score and are under precision-recall curve (auPR) score which are 0.937 and 0.754 respectively. On the other hand accuracy achieved by XGBoost and Decision tree are significantly improved and they are 90.65% and 90.54% respectively. Overall performance of the gradient boosting method is significantly improved compared to other classifiers and state-of-the-art methods. In addition to this, a method for explainable analysis on the problem was outlined.

Pengaruh Behavioral Intention dan User Behavioral terhadap Gender sebagai Variabel Moderasi

This study aims to prove the effect of performance expectancy, effort expectancy, social influence and facilitating conditions on the behavioral intention of customers in the city of Padang to use Islamic banking mobile banking in the city of Padang. In addition, this study aims to prove the role of gender as a moderator of the relationship between behavioral intention and customer user behavior. Using sharia banking mobile banking services in the city of Padang. Data collection was carried out by distributing questionnaires which were carried out directly or using the Google form. The data analysis method was carried out using the Structural Equation Model. Based on the results of hypothesis testing, it was found that performance expectancy, social influence, facilitating conditions had a significant effect on behavioral intention, besides that it was also found that gender did not moderate the relationship between behavioral intention and user behavior of customers using Islamic banking mobile banking services in Padang City.

Faktor-faktor yang Mempengaruhi Intensi Pelanggan dalam Menggunakan Online Food Delivery (OFD) di Indonesia

<p><em>The rapid development of the Internet and technology had a big impact on the usage of online shopping including online food delivery (OFD) services.<strong> </strong>What factors affect the customer's intention on using online food delivery (OFD)?<strong> </strong>This study aims to investigate the factors affecting customer intention (CIU) on using online food delivery (OFD) services in Indonesia.<strong> </strong>This study used an online survey for data collection by distributing online questionnaires (57 questions) to OFD users in Indonesia. Factor analysis resulted in 11 variables and the multiple regression analysis was used to examine the impacts of 10 variables on CIU. Regression analysis results proved that Visibility, Perceived Usefulness, Time Saving Benefit, and Price Saving Benefit had positive and significant effects on customer intention to use OFD.<strong> </strong>This study focuses on Indonesia’s OFD services, so the findings may not be applicable in other cultural contexts. This limited generalizability can be addressed by future researchers trying to validate the findings of this study in other cultural backgrounds and geographies. In terms of dimension, the ten constructs might not be the only factors that affect CIU. Hence, examining underexplored dimensions on CIU is also needed.</em></p>

Factors Affecting Bank Customer’s Usage of Electronic Banking

This study aims to examine above the relationship between E-banking and Usage Behavior with the mediation of Behavioral Intention. To determine factors of E-banking services considering Usage Behavior as dependent variables and Awareness, Perceived Ease of use, Perceived Usefulness and Perceived Risk as independent variable. In this study the aspects of consumer behavior i.e. Behavioral Intention and Usage Behavior have been examined using different factors of E-banking. These factors have been considered to identify that which factors of e-banking are more influential and how they can help in development of customer intention as well as customer behavior to use E-banking services. This study has used survey method to collect data from different banks. For data analysis Structural Equation Model (SEM) was adopted using partial least square via smart PLS4. This software is the most recent and relevant software to access data. The tests were applied through PLS for the evaluation of measure model and for the assessment of structural model. Assessment of measure model shows the positive results for reliability and validity and the results of structural model shows that the hypothesis generated for this study has been accepted.

Switch or Stay? Applying a Push–Pull–Mooring Framework to Evaluate Behavior in E-Grocery Shopping

This study investigates the antecedents of the intention to switch to e-grocery shopping during the COVID-19 pandemic, which is critical in recommending that e-grocery shopping service providers improve their competitiveness by responding to customer expectations. This study proposes a push–pull–mooring framework to describe the influence of dissatisfaction on the physical market, the attractiveness of e-grocery, and switching costs as factors that drive switching intentions. This study surveyed 252 Indonesians aware of the existence of an e-grocery mobile application, and applied structural equation modeling as an analytical method to explain causal relationships between variables thought to influence switching intentions to e-grocery shopping. The results showed that the attractiveness of e-grocery had a significant effect on switching intention. Likewise, switching costs ultimately drive customer intention to switch to e-grocery shopping. However, dissatisfaction is not a driving factor directly affecting switching costs and intentions. Finally, e-grocery services cannot replace the local tradition of Indonesian people who prefer to shop for groceries in physical markets. Nevertheless, these findings provide theoretical and practical contributions to retail grocery businesses that have integrated conventional and digital services as a future strategy that drives business sustainability.

The Effect of the Broker’s Competence on Recontract Intention in Real Estate Brokerage Services

This study examines the effect of brokerage competencies on re-contract intention and customer satisfaction with the elements of ability, knowledge, and attitude as well as understanding the mediation of customer satisfaction on competencies and re-contract intention. The study surveyed a questionnaire with customers in Tan Thoi Dai agent which was a total of 200 samples. The study applied SPSS 20.0 and AMOS 24 to complete all steps of analyzing data in SEM and provide accurate results. Based on the results, the competencies of a broker positively impact the satisfaction of service users through the element of ability, attitude, and knowledge. Moreover, these indicators (ability and attitude) play a significant impact on recontract intention in the direct aspect, in contrast, Knowledge has an insignificant role. Lastly, the level of satisfaction is proved to play a mediating role in the relationship between all the elements of the broker’s capacity and recontract intention due to reducing the coefficient. Interestingly, Customer satisfaction has a full mediation in the correlation of knowledge and recontract intention, while it keeps a partial one in the case of ability and attitude. This study has contributed to the area of developing the efficiency of real estate agents, brokers, and managers. It is necessary to reinforce the competitiveness of real estate agents by raising the rate of revisit intention of old customers. Therefore, to enhance the recontract intention, it is not only paying attention to training for brokers with essential capacities but also the increasing level of satisfaction.