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Relevant bibliographies by topics / Customer behavioral intention

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Journal articles
Dissertations / Theses
Books
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Academic literature on the topic 'Customer behavioral intention'

Author: Grafiati

Published: 2 June 2025

Last updated: 31 July 2025

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Journal articles on the topic "Customer behavioral intention"

1

Kumar, Pankaj. "AN EXAMINATION OF THE ANTECEDENTS OF CUSTOMER SATISFACTION, BEHAVIORAL RESPONSE AND INTENTIONS AMONG RETAIL STORE FORMATS." International Journal of Research -GRANTHAALAYAH 5, no. 1 (2017): 239–57. http://dx.doi.org/10.29121/granthaalayah.v5.i1.2017.1887.

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The purpose of this study is to examine the effect of store image attributes, customer attitude and perceived value on consumers’ satisfaction, behavioral response and intentions and also, the effect of customer satisfaction on behavioral response and loyalty intentions. A structured questionnaire was successfully distributed to 600 respondents, who had made purchases from sixty retail formats operated in Delhi and Gurugram belonging to the domain of Shopping Malls, Hypermarket, Supermarket, Department Stores, Discount stores and Category Killers through systematic stratified sampling for the

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Dr., Pankaj Kumar. "AN EXAMINATION OF THE ANTECEDENTS OF CUSTOMER SATISFACTION, BEHAVIORAL RESPONSE AND INTENTIONS AMONG RETAIL STORE FORMATS." International Journal of Research -GRANTHAALAYAH 5, no. 1 (2017): 239–57. https://doi.org/10.5281/zenodo.264097.

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The purpose of this study is to examine the effect of store image attributes, customer attitude and perceived value on consumers’ satisfaction, behavioral response and intentions and also, the effect of customer satisfaction on behavioral response and loyalty intentions. A structured questionnaire was successfully distributed to 600 respondents, who had made purchases from sixty retail formats operated in Delhi and Gurugram belonging to the domain of Shopping Malls, Hypermarket, Supermarket, Department Stores, Discount stores and Category Killers through systematic stratified sampling for the

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Yadav, Manish Kumar, Alok Kumar Rai, and Medha Srivastava. "Exploring the Three- Path Mediation Model." International Journal of Customer Relationship Marketing and Management 5, no. 2 (2014): 1–20. http://dx.doi.org/10.4018/ijcrmm.2014040101.

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The present study attempts to explore structure of relationships among service quality, customer perceived value, customer satisfaction and behavioral intentions through a comprehensive survey of extant literature. The study investigates the direct and indirect relationship between service quality and behavioral intention and probes into the mediating role of customers' perceived value and customers' satisfaction in the indirect relationship between service quality and behavioral intention. The findings suggest that service quality and behavioral intention relationship is mediated at multiple

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Mirmehdi, Seyed Mehdi. "Investigating the Effect of Drivers of Customer Equity on Continuance Use Intention of Branded Apps." International Journal of E-Business Research 19, no. 1 (2023): 1–16. http://dx.doi.org/10.4018/ijebr.323211.

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Customer equity, which is one of the key factors in modern marketing, has been recognized as an influential factor in customer loyalty and their behavioral intention. To better understand and manage customers' or users' behavioral intentions, it is necessary to find out the effect of customer equity on them. Customer equity includes the three main drivers of value equity, brand equity and relationship equity. The present research also seeks to investigate the effect of customer equity drivers on customer continuance use intention, as well as the mediating role of brand loyalty in this regard.

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Johann, Maria, Sanjoy Ghose, and Ahmed Bostani. "The Effects of Customer Engagement in CSR on behavioral Intentions in the Hotel Industry." Polish Journal of Sport and Tourism 32, no. 2 (2025): 43–47. https://doi.org/10.2478/pjst-2025-0012.

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Abstract Introduction. Corporate social responsibility (CSR) has become increasingly significant in tourism and hospitality studies due to its influence on business innovation, community development, and the environmental concerns of tourism destinations. While previous research has focused on customers' perceptions of sustainable practices, very few studies have demonstrated how customer engagement in CSR activities impacts customers’ responses. Therefore, this study aims to assess the influence of customer engagement in CSR activities on behavioral intentions based on customers' experiences

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Sevilmiş, Ali, İlknur Özdemir, Jerónimo García-Fernández, and James Jianhui Zhang. "Examining the Relationships Among Perceived Quality, Perceived Value, Customer Satisfaction, and Behavioral Intention in Turkish Fitness Centers." Physical Culture and Sport. Studies and Research 96, no. 1 (2022): 40–54. http://dx.doi.org/10.2478/pcssr-2022-0018.

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Abstract The purpose of this study is to analyze the relationships among perceived quality, perceived value, customer satisfaction, and behavioral intention in Turkish fitness centers. The data were collected from 305 fitness customers (149 women and 156 men) using the quantitative method of a questionnaire. The main procedure of this study was to conceptualize fitness clubs’ perceived value as a multidimensional construct of four dimensions. Through a comprehensive review of the literature, a questionnaire was developed to measure perceived quality, perceived value, customer satisfaction, and

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Nguyen, Huy Khanh, and Thuy Dam Luong Hoang. "Customer behavioral intentions in accepting technology-based ride-hailing service: Empirical study from Vietnam." Management & Marketing. Challenges for the Knowledge Society 17, no. 3 (2022): 272–91. http://dx.doi.org/10.2478/mmcks-2022-0015.

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Abstract Technology provides opportunities for customers to access better service quality, which imposes the higher customer behavioral intentions. Ride-hailing service is the newly-emerged transportation medium in Vietnam market, surpassing the popularity of conventional vehicles (taxi, buses, for-rent bikes, etc.). While prior research has focused on the elements that influence customer behavioral intention in ride-hailing, this study sought to explain the process of establishing service quality through several variables before enhancing the customer intention. As a result, the research sugg

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Pratama, Galih, and Erlita Ridanasti. "A Study of The Relationship Among Shopee E-commerce Platform E-service Quality, E-trust, E-customer Satisfaction and Behavioral Intentions of Online Shopping Customers." International Journal of Management Science and Information Technology 3, no. 2 (2023): 266–79. http://dx.doi.org/10.35870/ijmsit.v3i2.1820.

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This research makes a significant contribution by exploring the relationship between service quality, electronic trust, electronic customer satisfaction, and the purchasing behavior intention of online female customers. Employing a quantitative approach with purposive sampling, data was collected from 259 respondents in Yogyakarta and its surrounding areas through Google Form questionnaires. The data analysis, conducted using t-tests and simple linear regression in SPSS, revealed that electronic service quality has a positive and significant impact on electronic trust and electronic customer s

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Maimuna, Riski, Suhartono Suhartono, and Wheny Khristianto. "PENGARUH RESTAURANT ATMOSPHERE DAN PERCEIVED VALUE TERHADAP CUSTOMER BEHAVIORAL INTENTION PADA RESTO SEAFOOD SITUBONDO." Jurnal Bisnis dan Manajemen 19, no. 3 (2023): 126–36. http://dx.doi.org/10.23960/jbm.v19i3.1715.

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Tingginya pertumbuhan restoran berdampak pada ketatnya persaingan bisnis. Hal ini membuat resto Seafood Situbondo harus memiliki strategi pemasaran yang tepat dan dapat mempengaruhi customer behavioral intention di restoran tersebut. Tampilan restoran yang modern dan sesuai dengan keinginan dan kebutuhan pelanggan berdampak pada customer behavioral intention yang dapat menguntungkan perusahaan. Penelitian ini bertujuan untuk menganalisis pengaruh restaurant atmosphere dan perceived value terhadap customer behavioral intention dan mengidentifikasi variabel yang paling dominan mempengaruhi behav

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Alnsour, Muhammed, and Hadeel Rakan Al Faour. "The Influence of Customers Social Media Brand Community Engagement on Restaurants Visit Intentions." International Journal of Customer Relationship Marketing and Management 10, no. 4 (2019): 1–14. http://dx.doi.org/10.4018/ijcrmm.2019100101.

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The purpose of this article is to study the relationships between brand community engagement of customers on social media networks and customer behavioral intentions with regard to visiting restaurants where the theory of planned behavior was applied. A conclusive-descriptive, cross-sectional research design was selected in order to determine the degree to which Brand Community Engagement, Attitude (ATT), Subjective Norms (SN), Perceived Behavioral Control (PBC), Restaurant's Visit Intentions (INT) and Visit Behavior (B) are interrelated and associated. The results indicated that BCE does affe

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Dissertations / Theses on the topic "Customer behavioral intention"

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Ren, Ye. "Perceived service quality dimensionality and customer behavioral intention : the case of China mobile." Thesis, University of Macau, 2007. http://umaclib3.umac.mo/record=b1874086.

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Hussain, Shahid. "Customer switching intention in the retail energy markets in Western Australia." Thesis, Edith Cowan University, Research Online, Perth, Western Australia, 2021. https://ro.ecu.edu.au/theses/2484.

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This research explores and examines the factors that influence customers’ attitude and intention towards switching in the energy (gas and electricity) markets in Western Australia (WA). It integrates push–pull theory (PPT) and the theory of planned behaviour (TPB) to understand what influences potential customers’ intention to switch electricity suppliers if the WA market were to be deregulated. A two-phase, mixed methods, sequential exploratory approach was adopted. In the first phase, a qualitative study was conducted through focus group sessions using semi-structured interview questions. Fi

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Tittle, Derek. "Spoiling Customer Appetites: Online Food Delivery Service Failure Attribution and Repurchase Intent." Ohio University Honors Tutorial College / OhioLINK, 2021. http://rave.ohiolink.edu/etdc/view?acc_num=ouhonors1619092597429207.

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Fong, Sharon Mei Chan. "Examining re-patronising intentions formation : the intention-as-wants model." University of Western Australia. Graduate School of Management, 2008. http://theses.library.uwa.edu.au/adt-WU2008.0020.

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Competition in the mobile services industry is intense, with players in the industry offering generally similar subscription plans. Opportunities are few for differentiating one service provider from another. In the light of prior research suggesting value is multi-dimensional, the present study, which examines how these dimensions impact customer satisfaction and repurchase intentions, provides differentiation opportunities for mobile service providers through focusing on value dimensions that are important to customers. Of six perceived value dimensions examined in the present research, valu

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Fong, Sharon Mei Chan. "Examining re-patronising intentions formation : the intention-as-wants model /." Connect to this title, 2007. http://theses.library.uwa.edu.au/adt-WU2008.0020.

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Lee, Jung Eun. "The Effect of Tensile Price Claim and Price Discount Disconfirmation on Online Customers’ Perceptions and Purchase Intentions." The Ohio State University, 2013. http://rave.ohiolink.edu/etdc/view?acc_num=osu1366295283.

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LEE, SHYUE-YU, and 李學愚. "Effect of Dining Quality on Customer Satisfaction and Behavioral Intention." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/8ydz82.

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博士<br>大葉大學<br>管理學院博士班<br>105<br>The purpose of this research is to investigate the evaluation of dining quality and how to affect customer satisfaction, as well as the influence of customer satisfaction under positive and negative interactions in the restaurant, and then detect the relationship between customer satisfaction and behavioral intention after testing the controlling price factors. This study adopts a 3 × 3 × 2 research design to describe the positive dining quality (good sanitation, good service, good taste) and the negative one (poor sanitation, poor service, bad taste) for the ma

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Chao, Chin Chung, and 趙崇志. "The Characteristics of Web Sites , Customer Benefits and Behavioral Intention." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/28800371788045255143.

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碩士<br>銘傳大學<br>國際企業管理研究所<br>90<br>The Characteristics of Web Sites , Customer Benefits and Behavioral Intention Student: Chin Chung Chao Advisor: Dr. Hung-Chang Chiu Abstract The purpose of this study is to explore the characteristics of web sites, customer benefits and behavioral intentions. After conducting an empirical study in Taiwan, the characteristics of connectivity, interactivity, exploration and security on Web sites have positive impacts on customer benefits, and these benefits have positive impacts on customer behavioral intentions. Additiona

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Kou, Fang-Yu, and 郭芳瑜. "Investigation into Customer Attitude and Behavioral Intention toward Loyalty Program Prioritization." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/01379106146364213947.

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碩士<br>國立高雄第一科技大學<br>行銷與流通管理所<br>97<br>Many companies have begun to implement “hierarchical loyalty programs,” but only a few studies have been focused on this theme. Moreover, these studies mostly concentrate on high profitable or top-tier customers, relatively little attention has been paid to the low-tier customers. The purpose of this study is thus to understand the low-tier customers’ attitude and behavioral intention toward hierarchical loyalty programs. Particularly, this study identified some critical antecedents of that attitude and initially investigated the moderating effects of

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LI, YUN-FUN, and 李耘輔. "Research of customer Attitude and Behavioral Intention towards Tablet Personal Computer." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/79066883350598548046.

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碩士<br>國立宜蘭大學<br>應用經濟與管理學系經營管理碩士班<br>102<br>Ever since iPad was put into market, it has created a new overwhelming business trend to the world. The Revolutionary innovation force every PC manufacturing companies are dedicated to research and develop its own brand tablets. The study was based on thesis survey and combine the concepts of Technology Acceptance Model(TAM) and Decomposed TPB Model(DTPB) as the frame structure. It is conducted to know customers’ attitude and behavioral intention toward to tablet PC. The survey was issued by web-based and paper-based questionnaire survey modes. Total

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Books on the topic "Customer behavioral intention"

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Jaiswal, Anand Kumar. Examining the nonlinear effects in satisfaction-loyalty-behavioural intentions model. Indian Institute of Management, 2007.

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Komba, Ladis. The impacts of national character on critical factors of customer satisfaction and on customers' behavioral intentions in service organizations: A case of tourist hotels in Tanzania. Wissner, 1997.

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Parasuraman, A. Moving forward in service quality research: Measuring different customer-expectation levels, comparing alternativescales and examining the performance-behavioral intentions link. Marketing Science Institute, 1994.

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Parasuraman, A. Moving forward in service quality research: Measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intentions link. Marketing Science Institute, 1994.

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Kee, Hong Jung, ed. The influence of national culture on customers' cross-buying intentions in Asian banking services: Evidence from Korea and Taiwan. Routledge, 2014.

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Lee, You-il, and Jung Kee Hong. Influence of National Culture on Customers' Cross-Buying Intentions in Asian Banking Services: Evidence from Korea and Taiwan. Taylor & Francis Group, 2014.

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Lee, You-il, and Jung Kee Hong. Influence of National Culture on Customers' Cross-Buying Intentions in Asian Banking Services: Evidence from Korea and Taiwan. Taylor & Francis Group, 2017.

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Book chapters on the topic "Customer behavioral intention"

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Widjaja, Fitri Novika, Kevin, and Veny Megawati. "The Influence of Environment Concern, Norm Description, Service Satisfaction on Behavioral Intention of Suroboyo Bus Passengers in Surabaya." In Proceedings of the 19th International Symposium on Management (INSYMA 2022). Atlantis Press International BV, 2022. http://dx.doi.org/10.2991/978-94-6463-008-4_131.

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AbstractSurabaya is a densely populated city because it is a business and industrial center with an increasing demand for transportation. Currently, the use of private vehicles is more than public transportation. However, Surabaya has a City Bus service is known as the Suroboyo Bus, an environmentally friendly payment concept by exchanging used plastic bottles. To assess behavioral intentions of using public transportation, this study used an integrative model based on the Theory of Planned Behavior (TPB), service satisfaction, and environmental concern. A total of 150 completed questionnaires

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Rather, Raouf Ahmad, Shehnaz Tehseen, Murtaza Hassan Itoo, and Shakir Hussain Parrey. "Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector." In Consumer Behaviour in Hospitality and Tourism. Routledge, 2021. http://dx.doi.org/10.4324/9781003181071-4.

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Maharani, Agustina Dwi, Juliani Dyah Trisnawati, and Anthonius Budhiman. "The Effect of Food Quality, Convenience, Control, Customer Service, and Fulfillment on Customer Satisfaction and Behavioral Intention at Shopee Online Food Delivery in Surabaya." In Proceedings of the 20th International Symposium on Management (INSYMA 2023). Atlantis Press International BV, 2023. http://dx.doi.org/10.2991/978-94-6463-244-6_66.

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Nanos, Ioannis, Iordanis Kotzaivazoglou, Eugenia Papaioannou, Costas Assimakopoulos, and Garyfallos Fragidis. "Greek Consumers’ Perceptions of Traceability in the Food Supply Chain." In Strategic Innovative Marketing and Tourism. Springer Nature Switzerland, 2024. http://dx.doi.org/10.1007/978-3-031-51038-0_17.

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AbstractTraceability is an issue of major importance and is related to the provision, sharing and tracking of information about products in every part of the food supply chain. However, traceability faces issues and challenges that eventually lead to increased consumers’ concerns. This paper examines Greek consumers’ perceptions of traceability in the food supply chain. The research was based on the Theory of Planned Behavior, as modified and used on previous studies, and was conducted with a structured questionnaire between April and May 2023, in a sample of 222 respondents. Findings indicate

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Ciftci, Olena, and Katerina Berezina. "Exploring Customer Experience with Service Robots in Hospitality and Tourism: Activity Theory Perspective." In Information and Communication Technologies in Tourism 2023. Springer Nature Switzerland, 2023. http://dx.doi.org/10.1007/978-3-031-25752-0_6.

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AbstractAddressing a call for theoretical development in human-robot interaction research, this study introduces activity theory to the field of service robots (SRs) in hospitality and tourism. Activity theory was used as the foundation for the conceptual analysis of in-depth interviews with hospitality customers. The results of content analysis of the interviews and future research directions are presented based on each of the service activity system’s components: object (customer experience (CE) with SRs in a hospitality unit), subject (customers), technology (SRs), rules (implementation pro

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Huynh, Thao Hai, and Thuong Minh Tran Nguyen. "Customer Behavioural Intention Towards Technology Innovation in Fast Casual Restaurant." In Springer Proceedings in Business and Economics. Springer Nature Switzerland, 2025. https://doi.org/10.1007/978-3-031-77363-1_8.

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Evanschitzky, Heiner, Alexander Eiting, David M. Woisetschläger, and Verena Richelsen. "How Customer Equity Drivers Affect Behavioral Intentions And Behavior Over Time: An Empirical Assessment." In The Customer is NOT Always Right? Marketing Orientationsin a Dynamic Business World. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-50008-9_200.

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Evanschitzky, Heiner, Alexander Eiting, David M. Woisetschläger, and Verena Richelsen. "How Customer Equity Drivers Affect Behavioral Intentions and Behavior Over Time: An Empirical Assessment." In The Customer is NOT Always Right? Marketing Orientationsin a Dynamic Business World. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-50008-9_84.

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Cuong, Dam Tri. "Perceived Risk and Behavioral Intention of Customers Using Bayesian Technique." In Lecture Notes in Networks and Systems. Springer Nature Switzerland, 2024. http://dx.doi.org/10.1007/978-3-031-70518-2_2.

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Yadav, Manish Kumar, Alok Kumar Rai, and Medha Srivastava. "Exploring the Three- Path Mediation Model." In Web-Based Services. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9466-8.ch059.

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The present study attempts to explore structure of relationships among service quality, customer perceived value, customer satisfaction and behavioral intentions through a comprehensive survey of extant literature. The study investigates the direct and indirect relationship between service quality and behavioral intention and probes into the mediating role of customers' perceived value and customers' satisfaction in the indirect relationship between service quality and behavioral intention. The findings suggest that service quality and behavioral intention relationship is mediated at multiple

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Conference papers on the topic "Customer behavioral intention"

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Rani, Nisha, TILAK SETHI, and PARDEEP GUPTA. "Impact of Occupation of Banking Customers on Artificial Intelligence-driven Financial Assistant Adoption Factors and Behavioural Intention." In 2025 First Global Conference on AI Research and Emerging Developments. Ganitara Research Foundation, 2025. https://doi.org/10.63169/gcared2025.p26.

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Handayani, Dessy, Ridho Bramulya Ikhsan, Yudi Fernando, Yudhita Valen Prasarry, Hartiwi Prabowo, and Andrianto Susilo. "Predicting Customer Trust and Behavioral Intention to Invest Cryptocurrency." In 2023 IEEE 9th International Conference on Computing, Engineering and Design (ICCED). IEEE, 2023. http://dx.doi.org/10.1109/icced60214.2023.10425294.

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Kothalawala, Charuka, and Kanishka Bodaragama. "Examining the Influence of Regulatory Dynamics on Customer Behavioral Intentions towards Cryptocurrency Adoption in Sri Lanka." In SLIIT INTERNATIONAL CONFERENCE ON ADVANCEMENTS IN SCIENCES AND HUMANITIES. Faculty of Humanities & Sciences, SLIIT, 2024. https://doi.org/10.54389/mhlz7105.

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The emergence of Bitcoin in 2009 marked a pivotal moment, generating widespread interest in cryptocurrencies as a decentralized alternative to traditional financial systems. Despite its innovative potential, questions surrounding the legitimacy and integrity of cryptocurrencies have cast doubts on their viability as financial instruments. The inherent volatility of Bitcoin, largely fueled by speculative investments, has further contributed to public skepticism. This study concentrates on Sri Lanka, a South Asian Island nation, where the legal treatment of cryptocurrencies remains uncertain. It

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Chen, Cen, Xiaolu Zhang, Sheng Ju, et al. "AntProphet: an Intention Mining System behind Alipay's Intelligent Customer Service Bot." In Twenty-Eighth International Joint Conference on Artificial Intelligence {IJCAI-19}. International Joint Conferences on Artificial Intelligence Organization, 2019. http://dx.doi.org/10.24963/ijcai.2019/935.

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We create an intention mining system, named AntProphet, for Alipay's intelligent customer service bot, to alleviate the burden of customer service. Whenever users have any questions, AntProphet is the first stop to help users to answer their questions. Our system gathers users' profile and their historical behavioral trajectories, together with contextual information to predict users' intention, i.e., the potential questions that users want to resolve. AntProphet takes care of more than 90% of the customer service demands in the Alipay APP and resolves most of the users' problems on the spot,

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Lau, Mei Mei, Aris Y. C. Lam, Ronnie Cheung, and Tsan Fai Leung. "Understanding determinants of customer behavioral intention in using mobile payment at convenience stores." In the 10th International Conference. ACM Press, 2019. http://dx.doi.org/10.1145/3306500.3306549.

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Li, Man, Qinhai Ma, Xiaoyu Zhao, and Ruping Liu. "Studies on the Relationship between Social Cues in the Servicescape and Customer Behavioral Intention." In 2012 International Joint Conference on Service Sciences (IJCSS). IEEE, 2012. http://dx.doi.org/10.1109/ijcss.2012.56.

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Bondos, Ilona. "CUSTOMER-INITIATED COMMUNICATIONS WITH THE SERVICE PROVIDER VIA PHONE CHANNEL – FACTORS AFFECTING BEHAVIORAL INTENTION." In 4th International Scientific – Business Conference LIMEN 2018 – Leadership & Management: Integrated Politics of Research and Innovations. Association of Economists and Managers of the Balkans, Belgrade, Serbia et all, 2018. http://dx.doi.org/10.31410/limen.2018.441.

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Zhihui Li and Jinsoo Han. "A cross-cultural analysis of customer perception towards hotel service quality and behavioral intention." In 2009 6th International Conference on Service Systems and Service Management. IEEE, 2009. http://dx.doi.org/10.1109/icsssm.2009.5174971.

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Wang, Shu-Chuan, and Yo-Hsien Lin. "Examining the post-adoption behavioral intention of online knowledge groups through multi-dimensional customer value." In 2010 7th International Conference on Service Systems and Service Management (ICSSSM 2010). IEEE, 2010. http://dx.doi.org/10.1109/icsssm.2010.5530087.

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Schimmele, Hannes, Stephan Schlögl, and Aleksander Groth. "Mobile Instant Messaging for Customer Service Interaction - Preparation of a Model-based Approach Exploring Behavioral Intention." In International Conference on Computer-Human Interaction Research and Applications. SCITEPRESS - Science and Technology Publications, 2017. http://dx.doi.org/10.5220/0006490100390049.

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