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http://dx.doi.org/10.5392/JKCA.2021.21.08.108

Effects of Servicescape on Perceived Service Quality, Service Satisfaction, and Service Loyalty: The Coffee Shop Franchises in Seoul  

Sung, Yun-Ok
Publication Information
The Journal of the Korea Contents Association / v.21, no.8, 2021 , pp. 108-122 More about this Journal
Abstract
The purpose of this paper is to examine the impact of servicescape on perceived service quality, service satisfaction and to verify causal relationships between servicescape, technical service quality, functional service quality, service satisfaction, and service loyalty in coffee shop franchises. An online survey was conducted to collect the data from the actual service customers of coffee shop franchises. An analysis of structural equation modeling was performed using AMOS 24.0 and SPSS 24.0 to test the research hypotheses. The results of the study are as follows: first, servicescape has positive influence on technical service quality and functional service quality except for service satisfaction. Second, both technical service quality and functional service quality have positive influence on service satisfaction. Finally, service satisfaction has a strong effect on service loyalty. This paper finds that it is more appropriate to model the servicescape as a separate construct which precedes both functional service quality and technical service quality. Servicescape in the coffee shop service has the influence on shaping service quality perceptions and their subsequent impact on service satisfaction and service loyalty.
Keywords
Servicescape; Technical Service Quality; Functional Service Quality; Service Satisfaction; Service Loyalty;
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Times Cited By KSCI : 1  (Citation Analysis)
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