The Effect of the Servicecape on Service trust, Customer Satisfaction, and Customer Loyalty in Indian Family Restaurant

• 발행기관: KINFORMS
• 저자명: Makarand Upadhyaya Abdul Hakeem Deepa Shewale Chavan
• 간행물 정보: 『Management Review: An International Journal』Vol.8 No.2, 54~84쪽, 전체 31쪽
• 주제분류: 사회과학 > 사회과학일반
• 파일형태: PDF
• 발행일자: 2013.12.30

영문 초록

This research work aims at exploring factors like servicecape, trust and customers’ preference and the relationship with customer satisfaction and loyalty relationship with customer customer satisfaction and loyalty in the restaurant industry. The Indian restaurants are employed as target samples due to easy access in collecting the data and also due to the fact that these restaurants are a single function activity unlike bit hotels and shopping malls. The servicecape and trust has a position influence on the outcome variable, customers’ preference of restaurants which relies on customers’ own knowledge (CPRRK), as is evident from the fact that majority of customers select restaurants on the basis of their past experience. The questionnaire for the research survey was divided into two parts: a. questions relating to servicecape were designed on the basis of Bitner’s, model and b.for question relating to trust, seven aspects designed by Hess were used. Customers were asked to answer, questions regarding restaurant’s reputation or image caused by the servicecape issues and other aspects relating to trust.

목차

INTRODUCTION

THEORETICAL BACKGROUND AND HYPOTHESIS

SERVICESCAPE

FINDINGS AND DISCUSSION

CONCLUSIONS AND IMPLICATIONS

REFERENCES

키워드

Servicecape trust customer satisfaction customer loyalty Indian restaurants