The Effect of TBSS(Technology-Based Self-Service) Non Face to Face Service Quality on Customer’s Satisfaction and Continuous Use Intention in Coffee Shop

2021 ◽  
Vol 33 (3) ◽  
pp. 319-338
Author(s):  
Eun-Ae Park
Keyword(s):  
Service Quality ◽  
Coffee Shop ◽  
Face To Face ◽  
Self Service ◽  
Continuous Use

"Effects of Perceived Risk and Consumer Characteristics on the Continuous Use Intention of Technology-based Self Service"

2019 ◽  
Vol 30 (1) ◽  
pp. 69-92
Author(s):  
Jin-Myong Lee ◽  
Minyong Sim ◽  
Myeongsu Kang ◽  
Hyogyeong Kang ◽  
Jina Jang ◽  
...  
Keyword(s):  
Perceived Risk ◽  
Self Service ◽  
Continuous Use

scholarly journals The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China

2021 ◽  
Vol 13 (15) ◽  
pp. 8633
Author(s):  
Yuhan Ge ◽  
Qing Yuan ◽  
Yaxi Wang ◽  
Keunsoo Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Significant Positive Effect ◽  
Coffee Shop ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Coffee Shops ◽  
Positive Effect

In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral intention, this study took 385 consumers in the first Starbucks Reserve flagship store in China as survey objects. SmartPLS 3.0 software was used to explore the relationship among respondents’ perceived service quality, customer perceived value, satisfaction, and behavioral intention. The results show that service quality has a partially significant positive effect on perceived value. Perceived service quality and customers’ perceived value both have significant positive effects on satisfaction. Customers’ satisfaction has a significant positive effect on their behavioral intention. These results indicate that enterprises should strengthen the emotional bond between consumers and enterprises and improve the reliability, assurance, and empathy of perceived service quality to create a better emotional resonance between consumers and the Starbucks brand to improve customer satisfaction. At the same time, it should also promote the symbolic perceived value of Chinese consumers to Starbucks to realize the sustainable development of coffee-shop operation and consumer repurchase. This study expands the research on the service quality, perceived value, and behavioral intention of coffee chain enterprises in the context of non-habitual coffee-drinking countries. Moreover, it provides case support for the operation and research of regional cultural consumption habits of international catering chain enterprises.

Gender differences in consumer evaluations of service quality: self-service kiosks in retail

2013 ◽  
Vol 33 (2) ◽  
pp. 248-265 ◽  
Author(s):  
Hyun-Joo Lee ◽  
Ann Fairhurst ◽  
Hyeon Jeong Cho
Keyword(s):  
Gender Differences ◽  
Service Quality ◽  
Consumer Evaluations ◽  
Self Service

scholarly journals ANALISIS KEPUASAN PELANGGAN UNTUK MERANCANG STRATEGI PEMASARAN MENGGUNAKAN METODE SERVQUAL DAN SWOT DI CAFE

JUMINTEN ◽  
2020 ◽  
Vol 1 (1) ◽  
pp. 141-150
Author(s):  
Muhammad Febriyo Sulthon ◽  
Didi Samanhudi
Keyword(s):  
Service Quality ◽  
Coffee Shop

Cafe merupakan sebuah bisnis yang bergerak pada bidang jasa pelayanan cafe. Pada cafe ini spesialis dalam menjual kopi susu. Permasalahan yang muncul pada cafe ini dirasa semakin lama minat beli kembali di cafe berkurang sehingga tidak memenuhi target yang di harapkan. Permasalahan kualitas jasa seperti pelayanan karyawan, fasilitas yang ditawarkan, penampilan kebersihan tempat dan karyawan menjadi pertim-bangan serta dirasa kafe belum mempunyai strategi pemasaran yang tepat untuk mengatasi ma-salahnya. Berdasarkan permasalahan di atas, penelitian ini menggunakan metode SERVQUAL dan analisis SWOT (strength, weakness, opportunities, Threat). Metode SERVQUAL merupakan metode yang digunakan untuk mengetahui sejauh mana perbedaan kenyataan dan harapan atas layanan yang diterima/dirasakan oleh para pelanggan, SWOT adalah suatu cara untuk men-gidentifikasi berbagai faktor secara sistematis dalam rangka merumuskan strategi perusahaan. Hasil dari penelitian ini adalah kualitas pelayanan kelima dimensi service quality nilai persep-sinya sebesar 4,50 dan nilai harapan sebesar 3,91 dengan nilai gap positif (0,59) sehingga di-anggap baik. Dari SWOT didapatkan strategi yaitu mempertahankan harga, Meningkatkan promosi, Pemasangan iklan, dan menguasai pasar coffee shop di wilayahnya.

scholarly journals Usability and User-Centered Design - User Evaluation Experience in Self-Checkout Technologies

2017 ◽  
Author(s):  
Francisco António Barreto Fernandes ◽  
Bernabé Hernandis Ortuño
Keyword(s):  
Service Quality ◽  
Human Computer Interaction ◽  
New Technologies ◽  
Mediating Effect ◽  
The Self ◽  
User Evaluation ◽  
Bar Code ◽  
Degree Of Satisfaction ◽  
Self Service ◽  
Computer Interaction

The increasing advance of the new technologies applied in the retail market, make it common to sell products without the personal contact between seller and buyer, being the registration and payment of the products made in electronic equipment of self-checkout. The large-scale use of these devices forces the consumer to participate in the service process, which was previously done through interaction with the company's employees. The user of the self-checkout system thus performs all the steps of the purchase, from weighing the products, registering them and making the payment. This is seen as a partial employee, whose participation or performance in providing services can be used by the company to improve the quality of its operations (KELLEY, et al 1993). However this participation does not always satisfy the user, and may cause negative experiences related to usability failures. This article presents the results of the evaluation by the users of the self-checkout system. The data were collected in Portugal through a questionnaire to 400 users. The study analyzes the degree of satisfaction regarding the quality and usability of the system, the degree of motivation for its adoption, as well as the profile of the users. Analysis of the sample data reveals that users have basic or higher education and use new technologies very often. They also have a high domain of the system and an easy learning of its use. The reason for using self-checkout instead of the traditional checkout is mainly due to "queues at checkout with operator" and "at the small volume of products". In general, the sample reveals a high degree of satisfaction with the service and with quality, however, in comparative terms, self-checkout is not considered better than operator checkout. The evaluation of the interaction with the self-checkout was classified according to twenty-six attributes of the system. The analysis identifies five groups with similar characteristics, of which two have low scores. "Cancellation of registered articles", "search for articles without a bar code", "manual registration", "bagging area", "error messages", "weight sensor" and “invoice request "are seven critical attributes of the system. The results indicate that the usability analysis oriented to the self-checkout service can be determinant for the user-system interaction. The implications of empirical findings are discussed together with guidelines for future research.Keywords: Interaction Design, Self service, Self-checkout, User evaluation, UsabilityReferencias ABRAHÃO, J., et al (2013). Ergonomia e Usabilidade. 1ª Edição. São Paulo: Blucher. ALEXANDRE, J. W. C., et al (2013). Análise do número de categorias da escala de Likert aplicada à gestão pela qualidade total através da teoria da resposta ao item. In: XXIII Encontro Nacional de Engenharia de Produção, Ouro Preto. BOOTH, P. (2014). An Introduction to Human-Computer Interaction (Psychology Revivals). London Taylor and Francis. CASTRO, D., ATKINSON, R., EZELL, J., (2010). Embracing the Self-Service Economy, Information Technology and Innovation Foundation. Available at SSRN: http://dx.doi.org/10.2139/ssrn.1590982 CHANG, L.A. (1994). A psychometric evaluation of 4-point and 6-point Likert-type scale in relation to reliability and validity. Applied Psychological Measurement. v. 18, n. 2, p. 05-15. DABHOLKAR, P. A. (1996). Consumer Evaluations of New Technology-based Self-service Options: An Investigation of Alternative Models of Service Quality. International Journal of Research in Marketing, Vol. 13, pp. 29-51. DABHOLKAR, P. A., BAGOZZI, R. P. (2002). An Attitudinal Model of Technology-based Selfservice: Moderating Effects of Consumer Traits and Situational Factors. Journal of the Academy of Marketing Science, Vol. 30 (3), pp. 184-201. DABHOLKAR, P. A., BOBBITT, L. M. & LEE, E. (2003). Understanding Consumer Motivation and Behavior related to Self-scanning in Retailing. International Journal of Service Industry Management, Vol. 14 (1), pp. 59-95. DIX, A. et al (2004). Human-Computer Interaction. Third edition. Pearson/Prentice-Hall. New York. FERNANDES, F. et al, (2015). Do Ensaio à Investigação – Textos Breves Sobre a Investigação, Bernabé Hernandis, Carmen Lloret e Francisco Sanmartín (Editores), Oficina de Acción Internacional - Universidade Politécnica de Valência Edições ESAD.cr/IPL, Leiria. HELANDER, M., LANDAUER, T., PRABHU, P. (1997). Handbook of Human – Computer Interaction. North–Holland: Elsevier. KALLWEIT, K., SPREER, P. & TOPOROWSKI, W. (2014). Why do Customers use Self-service Information Technologies in Retail? The Mediating Effect of Perceived Service Quality. Journal of Retailing and Consumer Services, Vol. 21, pp. 268-276. KELLEY SW, HOFFMAN KD, DAVIS MA. (1993). A typology of retail failures and recoveries. J Retailing. 69(4):429 – 52. 

scholarly journals Kepuasan Konsumen Sunyi House of Coffee and Hope

2020 ◽  
Vol 8 (3) ◽  
pp. 249-260
Author(s):  
Berliana Adinda Lorenssa ◽  
Miguna Astuti ◽  
Renny Husniati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Descriptive Data ◽  
Coffee Shop ◽  
Analysis Techniques ◽  
Employees With Disabilities ◽  
Quantitative Descriptive ◽  
Very High

In this research there is a quantitative descriptive methods were used with respondents, namely consumers of Sunyi House of Coffee and Hope. This coffee shop has employees with disabilities. In this research aims to determine the condition of consumer satisfaction Sunyi House of Coffee and Hope is influenced by the service quality, location and facilities. The population in this study are customers of Sunyi House of Coffee and Hope. Samples taken as many as 100 respondents by random sampling method. Data collection was done through the distribution of questionnaires with descriptive data analysis techniques. The results of the study stated that 1). Has led to customer satisfaction Sunyi House of Coffee and Hope, 2). Service quality has been done well, 3). The location offered received very high attention, 4). The facilities provided are quite good. Keywords : Service Quality, Location, Facilities, Customer Satisfaction, Coffee Shop

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