THE IMPACT OF SERVICESCAPE ON SERVICE QUALITY AND CUSTOMER BEHAVIORAL INTENTION – AN EVIDENCE IN COFFEE INDUSTRY

Dr. Nguyen Van Anh and Dr. Nguyen Thi Phuong Thao
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Dr. Nguyen Van Anh: Dalat University
Dr. Nguyen Thi Phuong Thao: Dalat University

International Journal of Entrepreneurship, 2020, vol. 24, issue 1

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.

Keywords: Servicescape; Coffeeshop; Behavioral Intention; Service Quality (search for similar items in EconPapers)
JEL-codes: C31 (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:ris:ijentr:0155

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