| dc.description.abstract | Although the worldwide economic crisis due to Covid pandemic, the amount
of coffee shops used for social and cultural exchanges is increasing, and they have become
an essential part of people's daily lives in latest days. In the face of massive attempts to
find new management methods and projects, the concept of servicescape (which has
physical environment features) could provide a better prospect. The study's data was
gathered from 413 samples of a questionnaire created in Ho Chi Minh City and analyzed
using Partial Least Squares Structural Equation Modeling (PLS-SEM).
The result shows that the factors of the servicescape which are Air
Conditioning Environment, Spatial Functionality, Cleanliness, and Aesthetic have a
considerable impact on Customer Satisfaction and Service Value. Furthermore, Customer
Satisfaction is defined as a factor affecting Service Value, and Customer Satisfaction only
has an indirect effect on Customer Loyalty through Service Value. Furthermore, the causal
relationship between Service Value and Customer Satisfaction is established with
Customer Loyalty.
In coffee shops, the composition of the servicescape contributes to customer
satisfaction and increases the customer's perceived service value. The service value will
attract loyal customers and boost customer loyalty and profitability by satisfying the
different and complicated needs of consumers in coffee shops. In summary, managers
should depend on servicescape to differentiate themselves from competitors by improving
the service experience. | en_US |
