Applying Fuzzy Cognitive Map Based on Structural Equation Modeling for Perceiving the Service Quality and Attributes in Service Industry,ERICDATA高等教育知識庫
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熱門: 羅文君  Yang Li  Yuanpeng Long  Xianyi Zhou  張國霖  林彥廷  
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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 ChenYu-Lun HsuYu-San TingPi-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 MapOverall service qualityservicescapeStructural Equation ModelService 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 10.53106/160792642023012401011  複製DOI
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