초록 열기/닫기 버튼
The purpose of this study is to examine the effect of selection attributes of coffee shop on customer satisfaction and behavioral intention. Five dimensions, which are tangibility, assurance, amenity, quality, and reactivity of a service employee are the main coffee shop attributes that were identified from factor analysis. These factors are used to determine their impact on customer satisfaction and behavioral intention. The results of analysis are summarized as follows. First, all four factors of selection attributes had positive influence on customer satisfaction, excluding quality of coffee shop. Second, in the case of relationship between selection attributes and customer's behavioral intention, assurance, reactivity, amenity, quality had positive influence on behavioral intention, except the tangibility of a coffee shop. Third, as a result of the relationship between customer satisfaction and behavioral intention, customer satisfaction had positive influence on behavioral intention of a customer. To summarize, among five factors of selection attributes assurance, reactivity of an employee, and amenity have positive influences on both customer satisfaction and behavioral intention. Therefore, the coffee shops should concentrate on maintaining the high quality of these selection attributes of customers.
키워드열기/닫기 버튼
Selection Attributes, Customer-Satisfaction, Behavioral Intention, Coffee Shop
