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To cite this article: Wen-Hwa Ko & Chihwei P. Chiu (2008) The Relationships Between
Brand Attitude, Customers' Satisfaction and Revisiting Intentions of the University
StudentsA Case Study of Coffee Chain Stores in Taiwan, Journal of Foodservice
Business Research, 11:1, 79-95, DOI: 10.1080/15378020801926791
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The Relationships Between Brand
1537-8039
1537-8020
WFBR
Journal of Foodservice Business Research,
Research Vol. 11, No. 1, February 2007: pp. 117
Chihwei P. Chiu
INTRODUCTION
LITERATURE REVIEW
Brand Attitude
Brand strength refers to brand characteristics that make consumers more
or less predisposed to the brand (Marketing Science Institute, 1988).
Srivastava and Shocker (1991) refer to brand strength as the set of asso-
ciations that permits the brand to enjoy a sustainable and differentiated
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H2: The greater the customer satisfaction, the higher the revisiting
potential.
METHODOLOGY
Sampling
A quota-sampling method was adopted for data collection. The question-
naires were collected at one particular coffee chain store in July, 2006 from
customers who were students at one of eight designated universities located
in northern Taiwan. Of the 450 questionnaires distributed, a total of 409 were
returned, of which 20 were discarded due to excessive amounts of missing
data. The remaining 389 questionnaires (86.4%) were coded and analyzed.
Data Analysis
The collected data were analyzed using Statistical Package for Social
Science (SPSS) version 10.0. The demographic information of the partic-
ipants and the brand attitude ratings were summarized using descriptive
statistics, T-test and ANOVA. A regression analysis was done on the rela-
tionship between brand attitude, customer satisfaction and revisiting
intentions. Cronbachs alpha was applied to test the reliability of each
group. Using this method, the survey items were found to have reliability
coefficients well above the typically accepted level of 0.5 (Hair,
Anderson, & Black, 1995). The Cronbachs alpha for brand attitude was
0.8283 and the Cronbachs alpha for consumer satisfaction was 0.8873.
86 JOURNAL OF FOODSERVICE BUSINESS RESEARCH
RESULTS
*P < 0.05.
Customers satisfaction
Revisiting 0.248 0.650 11.257*
Brand attitude
Revisiting 0.386
Brand attitude 0.072 1.197 2.314 16.616
Customers satisfaction 0.567 9.374* 2.314 25.660
*P < 0.05.
DISCUSSION
From the results, it is apparent that the mean values of the affective
component are much higher than those of the cognitive and conative com-
ponents, making the affective component the most important factor of the
three in terms of the effect on brand attitude. When consumers choose
brand name as an important factor in terms of restaurant choice, then it is
90 JOURNAL OF FOODSERVICE BUSINESS RESEARCH
related to their brand loyalty (Mattila, 2001). Wikie (1994) stated that a
brand is one of the factors that consumers consider when they purchase
products or services, which is why Dev and Prasad (2000) emphasize
building a bond between consumers and a brand. On a general level, it is
thought that people consume goods and services to gain cognitive and
sensory experiences, thus a consumers choice can be attributed, in part,
to experience seeking behavior. This experience-seeking behavior is
thought to consist of three constructs: cognition seeking, sensation
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have jobs, and because coffee shops near university areas are not consid-
ered cheap. Further, income and convenience are the important factors in
understanding consumer behavior regarding the choice of food (Hsu and
Huang, 2005). Therefore, aside from brand issues, managers should
ensure that prices are set so as to be suitable for students. More experi-
enced customers look for reasonable prices by evaluating the quality and
quantity of the products they consume as well as quality of service, and
managers can take note of these facts and thereby market their brands to
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The research goals of this study centered on identifying key factors that
students consider when choosing a coffee store to patronize, which may
assist coffee chain store managers to better target these customers. Brand
attitude is a direct antecedent of consumer satisfaction. Satisfaction is a
significant determinant of customer confidence to revisit. Brand attitude
92 JOURNAL OF FOODSERVICE BUSINESS RESEARCH
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