篇名 |
Applying Fuzzy Cognitive Map Based on Structural Equation Modeling for Perceiving the Service Quality and Attributes in Service Industry
|
---|---|
並列篇名 | Applying Fuzzy Cognitive Map Based on Structural Equation Modeling for Perceiving the Service Quality and Attributes in Service Industry |
作者 | Kuan-Yu Chen、Yu-Lun Hsu、Yu-San Ting、Pi-Tzong Jan |
英文摘要 | This study explores why the business firm survival due to provide the service quality and perceived values since servicescape, waiting experiences and food quality are three major factors that affect customer intentions. Therefore, the most examined restaurant attributes are included physical setting and environment, wait time, and food and service quality in this study. Servicescape positively effects perceived service quality. However, service quality is an overall judgment that a based on the perception of the object in consumer process of customer and can be seen as the result of customer evaluation. Therefore, we analyze data from 396 full-service restaurant diners in Taiwan based on Fuzzy Cognitive Map (FCM) and Structural Equation Model (SEM) to investigate hypothesis and to identify the most relevant decision factors to enhance outcome variables and furthers to help decision makers have a clear picture of affecting factors in the customer behavioral intention. The findings support the model and show that perceived overall service quality and perceived value do exert mediating effects in the relationship between restaurant-related attributes and customer behavioral intention. This study could ultimately contribute to the business firms in service industry to provide decision makers the most desirable outcomes to survival the competitive society.
|
起訖頁 | 113-121 |
關鍵詞 | Fuzzy Cognitive Map、Overall service quality、servicescape、Structural Equation Model、Service industry |
刊名 | 網際網路技術學刊 |
期數 | 202301 (24:1期) |
出版單位 | 台灣學術網路管理委員會 |
DOI |
|
QR Code | |
該期刊 上一篇
| DDPLA: A Dynamic Differential Privacy Algorithm for Social Network Based on Local Community |
該期刊 下一篇
| Safe and Efficient Delegated Proof of Stake Consensus Mechanism Based on Dynamic Credit in Electronic Transaction |