인문학
사회과학
자연과학
공학
의약학
농수해양학
예술체육학
복합학
DBpia AI
AI 에이전트
AI 아이디어
AI 리더
AI 뷰어
Citeasy
크롬 서지관리 다운로드
지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
피인용 0
초록·키워드
Servicescape has established itself as a critical factor in contemporary marketing and consumer behavior research, significantly influencing customer satisfaction and behavioral intentions.
Particularly, a pleasant physical environment in coffee shops contributes to increasing customer satisfaction and revisit intentions. This study aimed to investigate whether the service experience of coffee shops could lead to positive customer satisfaction and behavioral intentions by examining the components of the servicescape. To achieve the research objectives, an online survey was conducted, targeting adults aged 20 and older in Busan and Gyeongnam who had visited a coffee shop within the past two months. A total of 393 responses were collected and used for analysis. The primary analysis tools included SPSS 27.0 for exploratory factor analysis and reliability analysis, as well as AMOS 21.0 for confirmatory factor analysis, correlation analysis, and path analysis. Through the analysis, five factors of the coffee shop servicescape were identified: ambient conditions, seating comfort, cleanliness, aesthetics, and accessibility. The relationships between these factors, customer satisfaction, and behavioral intentions were examined, with the results summarized as follows: Seating comfort, cleanliness, and aesthetics of the coffee shop servicescape directly influenced customer satisfaction. Accessibility of the servicescape had a direct impact on behavioral intentions. Customer satisfaction directly affected behavioral intentions. Relational benefits, specifically social benefits, partially moderated these effects. These findings suggest that providing a customer-oriented servicescape in coffee shops can enhance customer satisfaction and encourage positive behavioral intentions, such as repeated visits. This, in turn, can be utilized to strengthen the competitiveness of coffee shops. Additionally, the study highlights the academic importance of customer-oriented research and provides practical implications for delivering customer-focused services.
Particularly, a pleasant physical environment in coffee shops contributes to increasing customer satisfaction and revisit intentions. This study aimed to investigate whether the service experience of coffee shops could lead to positive customer satisfaction and behavioral intentions by examining the components of the servicescape. To achieve the research objectives, an online survey was conducted, targeting adults aged 20 and older in Busan and Gyeongnam who had visited a coffee shop within the past two months. A total of 393 responses were collected and used for analysis. The primary analysis tools included SPSS 27.0 for exploratory factor analysis and reliability analysis, as well as AMOS 21.0 for confirmatory factor analysis, correlation analysis, and path analysis. Through the analysis, five factors of the coffee shop servicescape were identified: ambient conditions, seating comfort, cleanliness, aesthetics, and accessibility. The relationships between these factors, customer satisfaction, and behavioral intentions were examined, with the results summarized as follows: Seating comfort, cleanliness, and aesthetics of the coffee shop servicescape directly influenced customer satisfaction. Accessibility of the servicescape had a direct impact on behavioral intentions. Customer satisfaction directly affected behavioral intentions. Relational benefits, specifically social benefits, partially moderated these effects. These findings suggest that providing a customer-oriented servicescape in coffee shops can enhance customer satisfaction and encourage positive behavioral intentions, such as repeated visits. This, in turn, can be utilized to strengthen the competitiveness of coffee shops. Additionally, the study highlights the academic importance of customer-oriented research and provides practical implications for delivering customer-focused services.
본문·목차
인공지능 문자 인식 모델을 통해 추출된 텍스트로, 일부 오타나 오류가 포함될 수 있으나 지속적으로 개선 중입니다.
오류를 발견하셨다면 해당 부분을 드래그한 후 ' 를 통해 신고해주세요.
오류를 발견하셨다면 해당 부분을 드래그한 후 ' 를 통해 신고해주세요.
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