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Journal articles on the topic 'Customer behavioral intention'

Author: Grafiati

Published: 2 June 2025

Last updated: 31 July 2025

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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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Miraza, Zuwina, Arasy Ayu Setiamy, and Tommy Afrialdi Syahputra. "Customer Value dan Technology Acceptance sebagai Faktor Penentu Behavior Intention Melalui Trust dan Customer Value Pengguna Aplikasi Gerak Virtual Race." Jurnal Administrasi Bisnis 11, no. 1 (2022): 65–74. http://dx.doi.org/10.14710/jab.v11i1.41975.

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A healthy lifestyle today is very important because the body is always primed during a pandemic. Gerak Virtual Race Indonesia app provides the best solution for tracking sports activities. The required feel can provide good application performance and trusted services in order to increase the intensity of use. This study aims to determine customer value and technology acceptance of behavioral intentions through customer trust and value in the Gerak Virtual Race Indonesia application. The research sample was 220 people who were determined by purposive sampling method. Primary data was obtained

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Kazmi, Syeda Quratulain, Asim Mubahsir, Kayenat Malik, Adnan Anwar, and Muhammad Baseeruddin. "The Developing Factors of Purchase Intentions: The Emerging Trend of Private to Mega Store Environment in Pakistan." Research Journal for Societal Issues 5, no. 1 (2023): 98–112. http://dx.doi.org/10.56976/rjsi.v5i1.62.

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This research study is highlighting the shifting trend of purchasing from private retail shops to mega/big box stores. Currently, many developing economies like Pakistan are witnessing a growing trend of the shift in shopping options, and moving on mega/big box stores is one of them. This research identifies some underlying factors of big box stores which affect purchase intentions. In this study store environment is considered as an independent variable whereas purchase intention is taken as the dependent variable. Customer satisfaction and behavioral loyalty are considered mediators and the

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Budiyono, Iwan, and Eka Murtiasri. "THE EFFECT OF CUSTOMER VALUE DIMENSIONS TO DESCRIBE CUSTOMER SATISFACTION AND BEHAVIORAL INTENTION OF SHARIA BANKS IN INDONESIA." MALIA: Journal of Islamic Banking and Finance 2, no. 1 (2018): 47. http://dx.doi.org/10.21043/malia.v2i1.4760.

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This study examines the relationship of customer value (CV) dimension added with the spirituality dimension to the satisfaction (KPN) and its impact on the Behavior Intention (BI) of the customers in Sharia Bank savings in Indonesia. Using a customer value approach that consists of: functional, social, emotional and spiritual. The sample consists of 41 people from the Sharia Bank savings of sharia bank population in Indonesia. Samples were collected through the spread of an online questionnaire. The method used is Multiple Linear Regression using SPSS 23 program. The result shows that there is

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Liao, Yi-Wen, Yi-Shun Wang, and Ching-Hsuan Yeh. "Exploring the relationship between intentional and behavioral loyalty in the context of e-tailing." Internet Research 24, no. 5 (2014): 668–86. http://dx.doi.org/10.1108/intr-08-2013-0181.

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Purpose – The purpose of this paper is to understand what drives customers’ behavioral loyalty and explore the relationship between intentional and behavioral loyalty in the context of e-tailing. Design/methodology/approach – Based on the theory of reasoned action and the recency-frequency-monetary value model, this study proposes a research model to explore the relationships among satisfaction, switching cost, intentional loyalty (i.e. word of mouth (WOM) and repurchase intention), and behavioral loyalty (i.e. purchase frequency and monetary value). Data collected from 266 respondents in the

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Ge, Yuhan, Qing Yuan, Yaxi Wang, and Keunsoo Park. "The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China." Sustainability 13, no. 15 (2021): 8633. http://dx.doi.org/10.3390/su13158633.

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In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral int

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Kim, Kawon, and Melissa A. Baker. "The Customer Isn’t Always Right: The Implications of Illegitimate Complaints." Cornell Hospitality Quarterly 61, no. 2 (2019): 113–27. http://dx.doi.org/10.1177/1938965519889288.

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Due to the common business practice of the “customer is always right,” many companies have a risk of dealing with illegitimate complaints. Although illegitimate complaints are a major issue in the hospitality industry, no study has yet examined the impact of illegitimate customer complaining behavior on customers who can witness the complaining and recovery process of others. To fill this gap, this research examines the effects of service recovery aimed at illegitimate customers on customers who witness the complaints’ behavioral reactions (revisit intention, tipping behavior, intention to com

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Kibos, Kiprop Eric, Mukoswi Robert Odunga, and Kipkirui Daniel Langat. "Relationship between Personality, Perceived Value and Behavioral Intention of Selected Electronic Brand Customers in Kenya." Research in Business and Management 7, no. 1 (2019): 1. http://dx.doi.org/10.5296/rbm.v7i1.15837.

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The main purpose of the study was to investigate the relationship between perceived value, personality and behavioural intention of consumers of electronic brand in Kenya. The study was guided by: theory of reasoned action, consumption value theory and big five personality traits theory. The study adopted explanatory research design while the target population was 32,567 customers from which a sample of 400 respondents was obtained using multi-stage sampling procedure. Data was collected using questionnaires and analyzed using hierarchical regression. The results revealed that customer perceiv

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Collado Agudo, Jesús, Patricia Martínez García de Leaniz, Ángel Herrero Crespo, and Raquel Gómez-López. "Quality-Certified Hotels: The Role of Certification Bodies on the Formation of Customer Behavioral Intentions." Sustainability 13, no. 22 (2021): 12733. http://dx.doi.org/10.3390/su132212733.

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This study attempts to explore the role of certification bodies on the formation of customer behavioral intentions. A structured questionnaire was used to collect data from hotel customers in Spain. The results of the structural equation modeling indicate that a certified hotel’s image will positively influence stay intention and willingness to pay a premium. At the same time, awareness of, and trust in, certification bodies both have a positive effect on a certified hotel’s image. Finally, awareness of certification bodies also exerts a positive effect on trust in certification bodies. The re

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Wati, Rochima, Mei Indrawati, and Soenarmi Soenarmi. "PENGARUH E-REFERRAL MARKETING, E-RADICAL MARKETING, E-SOCIAL MARKETING TERHADAP E-CUSTOMER BEHAVIORAL INTENTION MELALUI E-CUSTOMER SATISFACTION PADA PRODUK PERAWATAN KECANTIKAN MS GLOW DI SURABAYA." Jurnal Mitra Manajemen 5, no. 4 (2021): 207–22. http://dx.doi.org/10.52160/ejmm.v5i4.521.

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Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh e-referral marketing, e-radical marketing dan e-social marketing terhadap e-customer behavioral intention melalui e-customer satisfaction pada produk MS Glow di Surabaya. Penelitian ini menggunakan pendekatan kuantitatif. Sampel yang digunakan sejumlah 100 responden yang merupakan pelanggan produk MS Glow. Metode pengumpulan data yang digunakan dalam pennelitian ini adalah survei dengan instrument kuesioner. Analisis data menggunakan analisis deskriptif dan analisis statistic dengan alat bantu SmatPLS versi 3.3. Berdasarkan anali

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Wati, Rochima, Mei Indrawati, and Soenarmi Soenarmi. "PENGARUH E-REFERRAL MARKETING, E-RADICAL MARKETING, E-SOCIAL MARKETING TERHADAP E-CUSTOMER BEHAVIORAL INTENTION MELALUI E-CUSTOMER SATISFACTION PADA PRODUK PERAWATAN KECANTIKAN MS GLOW DI SURABAYA." Jurnal Mitra Manajemen 5, no. 4 (2021): 207–22. http://dx.doi.org/10.52160/ejmm.v5i4.521.

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Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh e-referral marketing, e-radical marketing dan e-social marketing terhadap e-customer behavioral intention melalui e-customer satisfaction pada produk MS Glow di Surabaya. Penelitian ini menggunakan pendekatan kuantitatif. Sampel yang digunakan sejumlah 100 responden yang merupakan pelanggan produk MS Glow. Metode pengumpulan data yang digunakan dalam pennelitian ini adalah survei dengan instrument kuesioner. Analisis data menggunakan analisis deskriptif dan analisis statistic dengan alat bantu SmatPLS versi 3.3. Berdasarkan anali

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Sari, Kiki Intan, Hari Purwanto, and Liliek Nur Sulistiyowati. "Efek perceived value dan kualitas layanan terhadap behavioral intention: peran mediasi kepuasan pelanggan." MBR (Management and Business Review) 6, no. 1 (2022): 127–37. http://dx.doi.org/10.21067/mbr.v6i1.7035.

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The purpose of this study was to determine the effect of perceived value and service quality on behavioral intention, and the role of mediation with satisfaction. Using a quantitative research approach, the research sample was 384 Indihome customers. The questionnaire was prepared using a 5-point Likert Scale, the data were analyzed by Path Analysis. The research findings explain that perceived value has an effect on service quality, behavioral intention, and customer satisfaction. Customer satisfaction mediates the effect of perceived value and service quality on behavioral intention. For fur

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Bütün Bayram, Hale, Ümit Aydın, Gülcan Güzel, Hilmi Sezgin, Elvan Karagöz Demir, and Doğa Kırmızılaroğlu. "An Investigation of the Effect of in-Plane Atmospheric Elements on Customer Satisfaction and the Effect of Customer Satisfaction on Behavioral Intention." Transnational Business and Management 1, no. 1 (2023): 19–33. http://dx.doi.org/10.33182/tbm.v1i1.3040.

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This study investigates the effects of in-flight atmospheric elements on customer satisfaction, and behavioral intentions on customer satisfaction. In this respect, an online questionnaire was implemented with the participation of 436 participants who have previous travel experience with an airline in Turkey. It was revealed that the in-plane atmospheric elements have a positive effect on customer satisfaction; the spatial layout and employee factor, and vehicle aesthetics have a positive effect on customer satisfaction, while the dimensions of ambience and the view from the window affected cu

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Daryl, M. De Asis. "Information Quality, Perceived Usefulness and Responsiveness on Behavioral Intention among Customers of Start-Up Businesses Using Food Panda Platform." Cognizance Journal of Multidisciplinary Studies (CJMS) 4, no. 6 (2024): 419–24. https://doi.org/10.47760/cognizance.2024.v04i06.025.

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<strong><em>The use of online food delivery service platforms has become prevalent and even necessary for businesses, especially start-ups. The popular Food Panda application has become an essential tool for businesses, particularly start-ups, to reach and serve customers. The platform provides a centralized marketplace where restaurants and food providers can list their offerings and receive orders directly from consumers. However, the prevalence of online food delivery platforms has also introduced new challenges for businesses. To address issues on the visibility of the Food Panda applicati

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Aisyah, Muniaty, Asraf Asraf, and Erdawati Erdawati. "ANALISIS PERILAKU MASYARAKAT UMKM PASAMAN BARAT TERHADAP PEMANFAATAN KREDIT PROGRAM." Jurnal Apresiasi Ekonomi 3, no. 3 (2019): 140–55. http://dx.doi.org/10.31846/jae.v3i3.169.

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Government efforts to improve the micro small and medium enterprises manifested in various programs such as financial aid programs like credit program. In the journey of credit program is not always smooth and the loan is still quite high. This study tries to analyze the behavior of credit program customers by implementing the Theory of Planned Behavior of Ajzen (1988). Measurement of variables with the instrument measured by Likert scale. Descriptive analyzes were performed to see whether or not the good level of each variable and regression studies to examine the relationship between the ind

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Chen, Fang, Jianjun Li, and Shuying Huang. "Haidilao's Corporate Image and Strategies for Enhancing Corporate Reputation." Frontiers in Business, Economics and Management 17, no. 2 (2024): 239–44. https://doi.org/10.54097/62zdgt89.

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This paper takes Haidilao as an example to analyze the relationship between corporate image, corporate reputation, and customer behavioral intention. It studies the mediating role of corporate reputation between corporate image and customer behavioral intention. An online questionnaire survey was conducted, with 370 valid responses collected. The results show that there is a significant positive impact among corporate image, corporate reputation, and customer behavioral intention. Corporate reputation has a mediating effect in the relationship between corporate image and customer behavioral in

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Trakulmaykee, Numtip, Chidchanok Choksuchat, Korakot Wichitsa-nguan Jetwanna, and Kochakorn Sukjan Inthanuchit. "Moderating roles of user’s intention to use LINE official account in healthcare context: body mass index." International Journal of Electrical and Computer Engineering (IJECE) 14, no. 6 (2024): 6807. http://dx.doi.org/10.11591/ijece.v14i6.pp6807-6816.

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This study aimed to investigate the extended factors based on the technology acceptance model, and the moderating roles of customer behavioral intention factors to use information technology. This research is a questionnaire-based survey with convenience sampling approach where 386 cases were collected from healthcare customers. For statistical analysis, the study used SmartPLS as a tool for regression analysis and descriptive statistics. The findings revealed the influence of social norm on customer behavioral intention to use information technology in the healthcare context as significant fa

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Oh, Chang-Gyu, and Jongpil Park. "Insights for Sustainability of Smartphone Business: Understanding Customer Switching Behavior in Smartphone Services." Sustainability 12, no. 3 (2020): 1082. http://dx.doi.org/10.3390/su12031082.

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Competition in smartphone market has been fierce, and customers’ switching has become a primary concern for the success of smartphone businesses. Nonetheless, research on customer switching behavior regarding smartphones is still under investigation. The purpose of this study is to examine how social factors affect users’ smartphone switching intention and how customer rational and emotional factors moderate the customers’ switching behavioral intention. In an attempt to understand the switching behavior of smartphone users, this study develops and tests a model drawn from social factors (e.g.

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Mindari, Ellisyah. "Pengaruh Service Quality, Food Quality dan Perceived Sacrifice terhadap Behavorial Intention melalui Customer Experience Sebagai Mediasi pada Majestic Cafe Sekayu." Jurnal Ilmiah Universitas Batanghari Jambi 22, no. 1 (2022): 92. http://dx.doi.org/10.33087/jiubj.v22i1.1825.

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This study aims to analyze the effect of the Service Quality, Food Quality and Perceived Sacrifice on Behavioral Intention through Customer Experience as a mediation at Majestic Cafe Sekayu either directly or indirectly. This study uses a quantitative approach with the aim of explaining the position of the variables studied and the relationship between one variable and another. This study is intended to test the hypotheses that have been formulated previously. The results of this study will explain the causal relationship between the variables through hypothesis testing. In this study, the ana

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Hamid, Rasidah, Mohd Hanafi Azman Ong, and Galih Kusumah. "Investigating the Effect of Satisfaction toward Self-Service Technology (SST) and Behavioral Intention Relationship: Its role in the green hotel industry." Environment-Behaviour Proceedings Journal 7, no. 21 (2022): 285–91. http://dx.doi.org/10.21834/ebpj.v7i21.3745.

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Today's hotels are deploying self-service technologies (SSTs) to allow efficient and effective service delivery. SST significantly impacts customers' interaction with service providers. Through the survey, this study explores the relationship between SST and customer behavioural intention via customer satisfaction for Malaysia's green hotel industry. Data from 431 respondents were analysed using structural equation modelling with the partial least squares approach. The findings showed customer satisfaction mediated the association between SST and customer behavioural intention. This finding wo

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De Asis, Daryl M. "Information Quality, Perceived Usefulness and Responsiveness on Behavioral Intention among Customers of Start-Up Businesses Using Food Panda Platform." Cognizance Journal of Multidisciplinary Studies 4, no. 6 (2024): 419–24. http://dx.doi.org/10.47760/cognizance.2024.v04i06.025.

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The use of online food delivery service platforms has become prevalent and even necessary for businesses, especially start-ups. The popular Food Panda application has become an essential tool for businesses, particularly start-ups, to reach and serve customers. The platform provides a centralized marketplace where restaurants and food providers can list their offerings and receive orders directly from consumers. However, the prevalence of online food delivery platforms has also introduced new challenges for businesses. To address issues on the visibility of the Food Panda application, this stu

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Chang, Jui-I., and Chen-Ying Lee. "The effect of service innovation on customer behavioral intention in the Taiwanese insurance sector: the role of word of mouth and corporate social responsibility." Journal of Asia Business Studies 14, no. 3 (2020): 341–60. http://dx.doi.org/10.1108/jabs-06-2018-0168.

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Purpose Service innovation has been one of the essential elements to meet the customers’ requirements, but few studies discuss service innovation regarding behavioral intention in the insurance industry. This paper aims to investigate the effects of service innovation on customer behavioral intention and examines the role of word-of-mouth (WOM) and corporate social responsibility (CSR). Design/methodology/approach This paper used a survey to assess consumer behavioral intention regarding service innovation activities from life insurance. Questionnaires were administered to consumers who have p

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Suhartanto, Dwi, Tuan Ahmad Tuan Ismail, Gundur Leo, Ni Nyoman Triyuni, and Tintin Suhaeni. "Behavioral Intention Toward Online Food Purchasing." International Journal of E-Business Research 16, no. 4 (2020): 34–50. http://dx.doi.org/10.4018/ijebr.2020100103.

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Despite the dramatic increase in the online food business, empirical studies on behavioral intentions across different purchase levels have been overlooked. This study is intended to assess behavioral intention towards online food purchasing including e-service quality, food quality, perceived value, and customer satisfaction across three different purchasing levels: light, medium, and heavy purchasers. A survey of 475 online food purchasers was conducted from in Bandung City, Indonesia. The results show that the formation model of behavioral intention including e-service quality, food quality

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Chandra, Benhardo, and Rita Rita. "PENGARUH SERVICE QUALITY TERHADAP CUSTOMER BEHAVIORAL INTENTION DENGAN MEDIASI CUSTOMER SATISFACTION." Jurnal Manajemen 12, no. 1 (2015): 49–67. http://dx.doi.org/10.25170/jm.v12i1.820.

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Fivestar Reflexology branch Meruya located in West Jakarta is one of the hospitality industries which is owned by PT Panca Abadi Bersama that provides breakthrough of healthy and relaxation. The basic objective of this research is to determine the influence service quality to customer behavioral intention through customer satisfaction on Fivestar Reflexology branch Meruya. The method used in this study is the path analysis. The result shows that service quality has significant effect on customer satisfaction. Subsequent findings, found that service quality was also has direct and positive effe

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Zchahara, Pasana1 2. Joseph Elmer Noval3. "THE MEDIATING ROLE OF CONSUMER PERCEPTION ON FOOD SAFETY IN THE RELATIONSHIP BETWEEN E-SERVICE QUALITY AND CUSTOMER BEHAVIORAL INTENTION OF ONLINE FOOD DELIVERY." ISRG Journal of Economics, Business & Management (ISRGJEBM) III, no. III (2025): 24–31. https://doi.org/10.5281/zenodo.15401549.

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<em>Issues of poor food quality, lack of trust, insufficient customer responsiveness, and unreliable service, significantly influence customer behavioral intentions toward online food delivery (OFD) services through social media in tourism-dependent regions like Samal Island, Philippines. This research analyzed the influence of e-service quality and perceptions of food safety on customer behavioral intentions regarding online food delivery platforms. Data were collected from 381 Samaleños utilizing a descriptive-correlational research design, employing both simple random and snowball sa

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Veeralakshmi, Ms U. Sakthi, and Dr G. Venkatesan. "Empirical Study On Attributes Leading To Satisfaction Among Bank Customer." Restaurant Business 118, no. 7 (2019): 101–10. http://dx.doi.org/10.26643/rb.v118i7.7669.

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This research aims at measuring the service quality in public and private banking sector and identifying its relationship to customer satisfaction and behavioral intention. The study was conducted among 500 bank customers by using revised SERVQUAL instrument with 26 items. Behavioral intention of the customers was measured by using the behavioral intention battery. The researcher has used a seven point likert scaling to measure the expected and perceived service quality (performance) and the behavioral intention of the customer. The instrument was selected as the most reliable device to measur

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Yulianti, Bunga Asri, and Irma Satya. "PENGARUH E-SERVICE QUALITY, FOOD QUALITY, DAN CUSTOMER SATISFACTION MELALUI PERCEIVED VALUE TERHADAP BEHAVIORAL INTENTION PADA PELANGGAN GOFOOD DI WILAYAH DKI JAKARTA." Solusi 19, no. 4 (2021): 314. http://dx.doi.org/10.26623/slsi.v19i4.4335.

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<p><em>The purpose of this study is to know the influence effect of E-Service Quality, Food Quality, and Customer Satisfaction through Value on Behavioral Intention to Gofood customers in DKI Jakarta area.</em></p><p><em>The design in this study used descriptive research and causality research, each variable in this study was measured using a 5-point likert scale. This study used primary data collected by using a questionnaire. The sample in this study was obtained through purposive sampling method and obtained as many as 216 respondents. The statistical met

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Huang, Chien-Che, Yu-Wei Chang, Ping Yu Hsu, and Grandys Frieska Prassida. "A cross-country investigation of customer transactions from online to offline channels." Industrial Management & Data Systems 120, no. 12 (2020): 2397–422. http://dx.doi.org/10.1108/imds-12-2019-0714.

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PurposeThe purpose of this study is to investigate multichannel integration of hotels and online travel agencies (OTAs) and to compare consumer behavior between China and Indonesia in the context of online to offline (O2O) commerce. We examine how the services, brand and market share of OTAs influence behavioral intentions in both online and offline channels. SERVQUAL, theory of reasoned action and the halo effect are integrated to develop the research model.Design/methodology/approachTo investigate Chinese and Indonesian customers' experiences and behavioral intention of OTAs and hotels, the

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Zewdie, Yeshwork Gizaw, Demis Alamirew Getahun, Yitayal Alemu Mengistu, Sefinew Alemu Mekonnen, and Missaye Mulatie Mengstie. "Explaining motivational factors of employees’ behavior towards customers’ satisfaction using the theory of planned behavior." PLOS ONE 19, no. 11 (2024): e0314431. http://dx.doi.org/10.1371/journal.pone.0314431.

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Lack of customer satisfaction in public service is one of the most important problems particularly in developing countries. Despite the efforts by governments to improve public service delivery, the resulting outcomes are quite limited. This demands evidence not only on the demand side but also on the supply side of the public service delivery in that how to motivate employees to improve their performance in satisfying customers. It is believed that finishing customers’ issues within required time and serving them with impartiality are few of the many factors satisfying customers. The Theory o

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Sin, Liem Gai. "Will You Continue to Use Food Delivery Services During the Transition to the Endemic Phase of the Covid-19 Pandemic?" International Journal of Tourism & Hospitality in Asia Pasific 5, no. 3 (2022): 26–37. http://dx.doi.org/10.32535/ijthap.v5i3.1877.

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Malaysia entered the transition to endemic phase of the Covid-19 pandemic on April 1, 2022. After two years of fighting the pandemic, the transition to the endemic phase is an exit strategy that enables Malaysians to return to a nearly normal life. This paper examines whether customers will continue to use food delivery services now that most individuals are permitted to return to work physically. This study will also examine if perceived usefulness, ease of use, enjoyment, trust, social influence, and attitude impact customer behavioral intention toward food delivery services and whether atti

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Putri, Silvia Yunita, and Yadi Ernawadi. "Pengaruh Perceived Value Terhadap Behavioral Intention Melalui Customer Engagement Dan Customer Satisfaction Dreamland Waterpark Ajibarang." Journal of Economic, Bussines and Accounting (COSTING) 7, no. 5 (2024): 1905–21. http://dx.doi.org/10.31539/costing.v7i5.11982.

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Tujuan penelitian ini adalah menguji pengaruh perceived value terhadap behavioral intention melalui customer engagement dan customer satisfaction Dreamland Waterpark Ajibarang. Sebanyak 140 responden yang berpengalaman mengunjungi Dreamland Waterpark Ajibarang berpartisipasi dalam penelitian ini. Metode cross-sectional digunakan dalam pengumpulan data. Instrumen penelitian telah dinyatakan lulus uji validitas dan reliabilitas. Teknik analisis data yang digunakan adalah structural equation modelling (SEM) dengan menggunakan bantuan Smart-PLS versi 3.0. Seluruh hipotesis penelitian yang diusulka

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Han, A. Reum, and Eun-Jun Park. "A Study on Word-of-mouth intention of Beauty Salon Users Applying the Planned Behavior Theory(TPB)." Korean Society of Beauty and Art 25, no. 1 (2024): 25–39. http://dx.doi.org/10.18693/jksba.2024.25.1.25.

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Modern consumers are acquiring various knowledge and information for better and wiser consumption, companies are changing from past product-oriented marketing to customer-oriented marketing, and the beauty industry is also trying to satisfy the needs of customers that capture their hearts. Various marketing activities are actively taking place. This study investigated the behavioral intention and word of mouth intention of beauty salon users by applying the planned behavior theory (TPB). First, it was found that the attitude, subjective norm, and perceived behavioral control of the planned beh

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KIM, JUNG-EUN. "The effect of Foodservice Kiosk Characteristic on Theory of planned behavior, Perceived value, and Customer behavioral intention." Foodservice Management Society of Korea 26, no. 6 (2023): 161–84. http://dx.doi.org/10.47584/jfm.2023.26.6.161.

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This study identified kiosk issues in the food service industry, proposing a constructive concept for efficient kiosk operation plans. It verified the relationship between information accessibility, ease of order and payment, order process convenience, and additional benefits of planned behavior theory, perceived value, and customer behavioral intention. A survey of food service kiosk users from May 10 to 30, 2023, revealed key characteristics. First, ease of order payment and additional benefits significantly influenced planned action theory. Second, information accessibility and ease of orde

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Wibowo, Ardy, Shih-Chih Chen, Uraiporn Wiangin, Yin Ma, and Athapol Ruangkanjanases. "Customer Behavior as an Outcome of Social Media Marketing: The Role of Social Media Marketing Activity and Customer Experience." Sustainability 13, no. 1 (2020): 189. http://dx.doi.org/10.3390/su13010189.

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Social media has been playing an important role in marketing strategy. As a part of social media, social networking sites (SNS) can be utilized by enterprises to create direct communication and good relationships with their customers. Therefore, enterprises using SNS have to select the right marketing content to enhance strong customer relationships, which lead to their behavior generating sustainable performance for enterprises. This research considered social media marketing activity (SMMA) and Customer Experience (CX) to measure the customer’s relationship quality, which can impact customer

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Sofiya, Sofiya, and Ayu Ekasari. "KONSEKUENSI HEDONIC DAN UTILITARIAN VALUE: STUDI PADA ONLINE FASHION RETAILER." EBID:Ekonomi Bisnis Digital 2, no. 1 (2024): 111–18. http://dx.doi.org/10.37365/ebid.v2i1.291.

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This study aims to analyze the consequences of hedonic value and utilitarian value for consumers who shop at online fashion retailers. In this study, there are four variables used, namely hedonic value, utilitarian value, customer satisfaction, and behavioral intention. The analysis method used in this study uses structural equation modeling (SEM) with the number of samples used as many as 250 respondents. The sampling method in this study was purposive sampling, namely those who have bought fashion from four brands at online fashion retailers. The results of this study are (1) there is no pos

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Kamal, Al Haq, Mohammad Tahir Cheumar, Hasanah Hasanah, and Tyagita Dianingtyas Sudibyo. "Analysis of Paylater Customer Intentions in E-Commerce with the Planned Behavior Method Theory Approach." Al-Mashrof: Islamic Banking and Finance 4, no. 1 (2023): 1. http://dx.doi.org/10.24042/al-mashrof.v4i1.17485.

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This study aims to examine the effect of attitudes on behavior, subjective norms, perceived behavioral control, behavioral intentions, and behavior in implementing the shopee paylater payment system (buy now pay later) in generation Z in Caturtunggal, Depok, Sleman, Yogyakarta. This research is descriptive quantitative. The population in this study is generation Z with criteria ranging from 18 years to 30 years who have or are currently buying products at e-commerce shopee using the paylater payment system. The sampling technique used purposive sampling with a total sample of 100 respondents.

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Wilaipan Jaiwilai. ""Predicting Behavioral Intentions of Chinese Tourists in Chiang Mai Spas: An SEM Analysis of Experiential Marketing and Service Quality"." Journal of Information Systems Engineering and Management 10, no. 22s (2025): 485–500. https://doi.org/10.52783/jisem.v10i22s.3552.

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This study investigates the impact of experiential marketing and service quality on customer satisfaction and behavioral intention among Chinese tourists visiting spa establishments in Chiang Mai, Thailand, using structural equation modeling (SEM). Data collected from 420 Chinese tourists through a self-administered survey were analyzed using AMOS v. 26. The results indicate that both experiential marketing and service quality significantly influence customer satisfaction and behavioral intentions. Notably, experiential marketing (β = 0.210, p = 0.057) and service quality (β = 0.360, p = 0.001

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Radnan, Yokie, and Velencia Christin. "The Effect of Self-Service Technology Service Quality on Customer Loyalty and Behavioral Intention." KINERJA 27, no. 1 (2023): 107–28. http://dx.doi.org/10.24002/kinerja.v27i1.6642.

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The purpose of this research is to know the effect of self-service technology service quality on customer loyalty, behavioral intention, and customer satisfaction, the effect of self-service technology service quality on customer loyalty and behavioral intention mediated by customer satisfaction, and the effect of self- service technology service quality on customer loyalty mediated by brand image. This study uses a quantitative approach using an online questionnaire data collection method (Google Form) and will be disseminated via social media (Line, WhatsApp, and Instagram). The sampling tec

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David, Tonny, and Keni Keni. "Faktor-faktor yang memengaruhi behavioral intention nasabah bank umum swasta di Kepulauan Riau." Jurnal Manajemen Bisnis dan Kewirausahaan 8, no. 4 (2024): 814–28. http://dx.doi.org/10.24912/jmbk.v8i4.31632.

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The consistent growth of banking sector in Indonesia indicates that people have a high intention to interact with banks, whether for saving, making transaction or applying for loans. However, this interaction tends to only focus on large scale banks that are already widely known by the public, so it becomes an obstacle for small scale bank to develop, such as the market share of sharia commercial banks which only 7.09% in 2022. For this reason, the research aims to test whether customer satisfaction, perceived value and corporate image can influence the behavioral intention of bank’s customers

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Hu, Yaou, Hyounae (Kelly) Min, and Saehya Ann. "Understanding the Acceptance of Mobile Food Ordering Applications: Role of Confidence in Food Safety Measures." Journal of Smart Tourism 4, no. 2 (2024): 25–33. https://doi.org/10.52255/smarttourism.2024.4.2.4.

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This study examines the factors influencing the use of mobile food ordering applications and their impact on consumption behavior amidst recent societal changes. It re-evaluates the relevance of factors from the UTAUT2 theory in predicting customers’ behavioral intentions. Additionally, the study explores the moderating effect of confidence in food safety measures (CFSM). Quantitative research methods are employed. A structured questionnaire that measures the psychological factors, behavioral intention, and actual usage of mobile food ordering applications was used to collect customer data. Re

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Qianying, Wu, Mohammad Ismail, and Syarizal Abdul Rahim. "FACTORS INFLUENCING CUSTOMERS' COFFEE SHOP PURCHASE INTENTIONS IN GUANGZHOU, CHINA: THE MEDIATING ROLE OF SATISFACTION IN THE EXTENDED THEORY OF PURCHASE INTENTION (TPB) FRAMEWORK." International Journal of Entrepreneurship and Management Practices 8, no. 29 (2025): 387–99. https://doi.org/10.35631/ijemp.829026.

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This study examines the factors influencing customers' coffee shop purchase intentions in Guangzhou, China, using an extended Theory of Planned Behavior (TPB) framework. The traditional TPB constructs of attitude, subjective norms, and perceived behavioral control are augmented with brand image and satisfaction. The research reveals significant positive relationships between these constructs and purchase intention. Satisfaction is found to mediate the relationships between attitude, subjective norms, perceived behavioral control, and brand image with purchase intention, highlighting its crucia

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