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April 25, 2026Journal of Distribution and Management ResearchOpen Access

The Effect of Servicescape and Service Quality of Vietnamese Local Coffee Shops on Customer Satisfaction and Loyalty

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Authors

TNTHI ANH NGUYET NGUYENIHIn-Gyou HyunTRTaewoo Roh

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Overview

Randomized trial investigates service quality effects on customer satisfaction and loyalty in Vietnamese coffee shops, suggesting actionable strategies.

Key Points

  • The study examines how servicescape and service quality influence customer satisfaction and loyalty in Vietnamese coffee shops.
  • Verified hypotheses using PLS-SEM methodology to analyze relationships between servicescape, service quality, customer attitude, satisfaction, and loyalty.
  • Conducted a survey among visitors in Vietnam, collecting 531 valid responses.
  • Comfort in servicescape showed minor influence on customer attitude, while accessibility significantly affected it.
  • Service quality factors, especially responsiveness and empathy, positively impacted customer attitudes.
  • Customers' attitudes towards the servicescape influenced satisfaction and perceptions of service quality.

Cite This Study

NGUYEN et al. (2021) studied this question.

synapsesocial.com/papers/69ec5a2588ba6daa22daba9fhttps://doi.org/10.17961/jdmr.24.02.202104.19
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Also Consider

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  5. 5Measuring the factors impact on firm performance recovery in coffee chain in Vietnam2024