The Study on Relationship among Online Service, Servicescape, Provider Attitude and Customer Loyalty

• Main Authors: Pei-JunChen, 陳姵君
• Other Authors: Tai-Yue Wang
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/83551045900866656908

碩士 === 國立成功大學 === 工業與資訊管理學系 === 102 === As the internet becomes more and more sophisticated and information technologies are getting improved, consumers are getting more options to select in service industries. The coffee shop industry is an excellent example of useing the internet along with several technologies to boost marketing endeavors. It’s important for the coffee shop industry to attract new customers and retain the existing customers. However, consumers usually value the service provided by the restaurants that are able to meet the needs of customers. We select the coffee shop industry as the scope of this research, targeting café’s such as Starbucks, Dante and Ikari. The descriptive SEM analyses are used to validate the conceptual relationship model based upon relevant literature to assess consumer demand for services and draw further insights regarding managerial strategies. The results show that the coffee shops with online services provided will have a positive impact on consuners for the servicescape, provider attitude and customer loyalty.