A Study upon Behavioral Intention depending upon Shop Layout and Service Quality of SSM

This study investigated effects of not only shop layout but also service quality of SSM upon customer satisfaction, revisit intention and intention of word of mouth from point of view of consumers. The findings were: Display of SSM shop layout had significant influence upon customer satisfaction, and tangibility and consensus only of service quality attributes had significant influence: In other words, consumers were thought to be influenced from point of view of comparative advantage with another shop when doing shopping. To manage SSM successfully, innovation of the display by assortment of various kinds of products for consumers was needed to let consumers do shopping at friendly and comfortable atmosphere: First of all, various kinds of ways that could elevate customers' satisfaction made customers buy continuously. This study investigated contents that consumers thought much of in the use of SSM: Tangibility and consensus of both display properties and service quality of shop factors could be practically used.