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ISSN : 1738-3110
An Analysis of a Causal Relationship between a Franchise Coffee Shop’s Servicescape Factors and the Ability to Provide Service with Customer Satisfaction and Loyalty
Kim, Hye-Sook
Lee, Sang-Youn
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Abstract
Purpose - This study aims to provide domestic franchise coffee shops with useful information by analyzing the impact of servicescape and the ability to provide service on the customer satisfaction and loyalty in franchise coffee shops in Seoul. Research, data, and Methodology - The data were collected for a month from 1<sup>st</sup> in February, 2016 through judgement sampling. Then, the available collected data were analyzed with SPSS 19.0 package. Results - The results from this study are as follows. First, the servicescape factors, which have impact on a franchise coffee shop's customer satisfaction, are determined to be interior, cleanliness and coziness. Next, the ability to provide service affects customer satisfaction. Third, servicescape factors have impacts on customer satisfaction. Also, the service from a coffee shop affects customer loyalty. Therefore, a customer's satisfaction through services of a coffee shop has an impact on customer loyalty. Conclusions - It is important to have not only the ability to provide service but also servicescape factors, such as interior, cleanliness and coziness in order to be distinct from other competitors. These difference might create customer satisfaction and retention which will bring profits.
- keywords
- Franchise Coffee Shop, ServiceScape, Ability to Provide Service, Customer Satisfaction, Customer Loyalty
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