期刊名称：Journal of Asian Architecture and Building Engineering
印刷版ISSN：1346-7581
电子版ISSN：1347-2852
出版年度：2014
卷号：13
期号：1
页码：125-131
DOI：10.3130/jaabe.13.125
语种：English
出版社：日本建築学会、大韓建築学会、中国建築学会
摘要：The identification of significant factors affecting the behaviors of customers and occupants of physical environments and assessing their importance are imperative for effective architectural planning and design. This study investigated the effects of servicescape on perceived service quality and behavioral intention. The four main factors of servicescape selected for this study were attractiveness, cleanliness, layout, and comfort; the two perception indicators were service quality and satisfaction; and the behavioral outcome measures were loyalty and public service facility revisit intentions. A total of 594 questionnaires were collected from the users of five public service facilities located in Seoul, Korea. SPSS 18 and Lisrel 8.54, confirmatory factor analysis, and structural equation modeling (SEM) were used to test hypotheses. The results revealed that cleanliness had a significantly direct impact on users′ satisfaction and an indirect impact on loyalty and reuse in public service facilities. Easy layout (easy access) was also found to be an essential factor for service quality and satisfaction. The findings also support the positive effects of comfort on perceived service quality and satisfaction. Although attractiveness was expected to be an indicator, the results failed to support a relationship between attractiveness and service quality or satisfaction.
关键词：servicescape;service quality;satisfaction;revisit intention;public service facilities
