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The Impact Of Servicescape On Service Quality And Customer Behavioral Intention – An Evidence In Coffee Industry

Author

Listed:
  • Dr. Nguyen Van Anh

    (Dalat University)

  • Dr. Nguyen Thi Phuong Thao

    (Dalat University)

Abstract

The objective of this study is to evaluate the role of servicescape in service quality and behavioral intentions in the context of coffee shop services in Vietnam market. The study was conducted through a survey of 326 customers who had used the service at coffee shops. The results show that the concept of servicescape is a separate concept, playing an antecedent for service quality and behavioral intention. Therefore, confirming the important role of managing servicescape in coffeeshop in order to further improve both service quality and intention to return to use services of customers.

Suggested Citation

  • Dr. Nguyen Van Anh & Dr. Nguyen Thi Phuong Thao, 2020. "The Impact Of Servicescape On Service Quality And Customer Behavioral Intention – An Evidence In Coffee Industry," International Journal of Entrepreneurship, Allied Business Academies, vol. 24(1).
    • Handle: RePEc:ris:ijentr:0155
    as

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    More about this item

    Keywords

    Servicescape; Coffeeshop; Behavioral Intention; Service Quality;
    All these keywords.

    JEL classification:

    • C31 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - Cross-Sectional Models; Spatial Models; Treatment Effect Models; Quantile Regressions; Social Interaction Models

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