The effect of the physical and social servicescape elements on the customer satisfaction and the intention to recommend the service. Evidence from the nightclub sector during COVID-19 pandemic

Figures & data

Figure 1. The conceptual research model.

Table 1. Descriptive statistics of the researched variables.

Element	Rank average	Average	SD	Rating	References
S.S. staff behaviour	9.77	5.966	1.294	1	Babin and Boles (1998), Berry et al. (2002), Dong and Siu (2013), Yao et al. (2014), Kattara et al. (2008), Baber and Kaurav (2015), Dcunha et al. (2021)
S.S. appearance of staff	8.67	5.714	1.343	2	Martin and Pranter (1989), Kim and Cha (2002), Magnini et al. (2013), Lee and Kim (2014), Jang et al. (2015), Baker and Kim (2018), Hopf (2018) Line and Hanks (2019), Kampani and Jhamb (2020), Krzesiwo and Zaremba (2020)
S.S. customer behaviour	7.86	5.481	1.378	3	Jang et al. (2015), Roggeveen and Sethuraman (2020), Rosenbaum and Russell-Bennett (2020), Morkunas and Rudienė (2020)
S.S. customer appearance	7.82	5.474	1.420	3	Juwaheer and Lee-Ross (2003), Line and Hanks (2017), Pizam and Tasci (2019), Line and Hanks (2020)
P.S. facilities	7.79	5.545	1.125	3	Lee and Kim (2014), Rashid et al. (2015), Lee and Lee (2015), Du and Shepotylo (2022)
P.S. interior	7.79	5.469	1.321	4	Line and Hanks (2017), Alfakhri et al. (2018), Kumar et al. (2023)
P.S. layout	6.80	5.254	1.425	4	Hoffman et al. (2003), Barber and Scarcelli (2010), Dharma et al. (2019), Baker et al. (2020), Nyrhinen et al. (2022), Kumar et al. (2023)
P.S. environment	6.60	5.275	1.153	5	Rosenbaum and Massiah (2011), Rashid et al. (2015), Alfakhri et al. (2018)
P.S. cleanliness	6.28	5.126	1.416	6	Vilnai-Yavetz and Gilboa (2010), Lee (2014), Lee and Lee (2015), Park et al. (2019), Kampani and Jhamb (2020), Magnini and Zehrer (2021)
S.S. customer identification	6.17	4.978	1.605	6	Jang et al. (2015), Line and Hanks (2019)
S.S. workload	4.94	4.383	1.628	7	Al-Badarneh et al. (2019), Castro-Casal et al. (2019), Grobelna (2021), Muslih and Damanik (2022)
S.S. staff identification	3.96	4.175	1.805	7	Dong and Siu (2013), Chang (2016), Line and Hanks (2019)

Table 2. Model reliability indicators.

	Constructs	Factor loadings	Cronbach’s alphas	AVE	CR	Rho_A
Physical servicescape	P.S.1. facilities	0.778	0.833	0.600	0.882	0.837
	P.S. 2. environment	0.792
	P.S.3. interior	0.819
	P.S.4. layout	0.744
	P.S.5. cleanliness	0.735
Satisfaction	S.1. it was the reasonable decision	0.927	0.930	0.828	0.951	0.939
	S.2. service exceeded expectations	0.834
	S.3. I was satisfied	0.943
	S.4. it was a positive experience	0.932
Social servicescape	S.S.1.1. identification with customers	0.803	0.868	0.654	0.904	0.875
	S.S.1.2. customer appearance	0.863
	S.S.1.3. customer behaviour	0.820
	S.S.2.2. staff appearance	0.817
	S.S.2.3. staff behaviour	0.734
Intention to recommend	W.2. will mention favourably	0.899	0.904	0.838	0.940	0.909
	W.3. will recommend	0.930
	W.4. will encourage to visit	0.918

Table 3. Fornell–Larcker correlation values.

	Physical servicescape	Intention to recommend	Satisfaction	Social servicescape
Physical servicescape	0.774
Intention to recommend	0.587	0.916
Satisfaction	0.618	0.724	0.910
Social servicescape	0.622	0.643	0.636	0.809

Table 4. Heterotrait–monotrait correlations of the researched constructs.

	Physical servicescape	Intention to recommend	Satisfaction	Social servicescape
Physical servicescape
Intention to recommend	0.672
Satisfaction	0.697	0.784
Social servicescape	0.736	0.716	0.697

Table 5. Path coefficients and significance intervals of the structural model.

Hypothesis	Path	Path coefficient	SD	t	Significance intervals
					5.0%	95.0%
H1	Physical servicescape > satisfaction	0.364***	0.064	5.765	0.257	0.466
H2	Social servicescape > satisfaction	0.409***	0.067	6.015	0.301	0.522
H3	Satisfaction > intention to recommend	0.481***	0.056	8.594	0.394	0.575
H4	Physical servicescape > intention to recommend	0.134**	0.049	2.694	0.055	0.215
H5	Social servicescape > intention to recommend	0.255***	0.067	3.817	0.137	0.355

Significant at: ***0.000, **0.01, *0.05.

Table 6. The results of moderation analysis.

Hypothesis	Path	Pooled data	Female	Male	P (diff)
			N = 281	N = 125
H1	Physical servicescape > satisfaction	0.364***	0.329***	0.382***	0.027
H4	Physical servicescape > intention to recommend	0.134***	0.147***	0.122***	0.041

Significant at: ***0.000, **0.01, *0.05.

Table 7. Results of the effect size testing.

	Satisfaction	Intention to recommend
Physical servicescape	0.157	0.022
Satisfaction		0.290
Social servicescape	0.200	0.081

Figure A1. Structural research model.

Table A1. VIF values of the researched constructs.

Item	VIF
W.4. will encourage to visit	3.159
W.3. will recommend it	3.172
W.2. will mention favourably	2.543
S.S.2.3. staff behaviour	2.023
S.S.2.2. appearance of staff	2.485
S.S.1.3. customer behaviour	2.137
S.S.1.2. customer appearance	2.659
S.S.1.1. identification with customers	1.879
S.4. positive experience	4.645
S.3. I was satisfied	4.910
S.2. service exceeded expectations	2.254
S.1. it was the reasonable decision	4.154
P.S.5. cleanliness	1.644
P.S.4. layout	1.624
P.S.3. interior	1.993
P.S.2. environment	1.735
P.S.1. equipment	1.810

Table A2. Correlations among the researched variables.

	Physical servicescape	Intention to recommend	Satisfaction	Social servicescape
P.S.1 equipment	0.778	0.435	0.467	0.465
P.S.2. environment	0.792	0.492	0.517	0.461
P.S.3. interior	0.819	0.492	0.504	0.510
P.S.4. layout	0.744	0.461	0.459	0.462
P.S.5. cleanliness	0.735	0.384	0.440	0.516
S.1. it was the reasonable decision	0.603	0.664	0.927	0.622
S.2. service exceeded my expectations	0.454	0.564	0.834	0.489
S.3. I was satisfied	0.593	0.712	0.943	0.597
S.4. it was a positive experience	0.585	0.685	0.932	0.595
S.S.1.1. identification with customers	0.488	0.599	0.588	0.803
S.S.1.2. customer appearance	0.516	0.554	0.552	0.863
S.S.1.3. customer behaviour	0.497	0.509	0.504	0.820
S.S.2.2. staff appearance	0.523	0.477	0.476	0.817
S.S.2.3. staff behaviour	0.498	0.433	0.423	0.734
W.2. will mention favourably	0.514	0.899	0.639	0.579
W.3. will recommend it	0.576	0.930	0.725	0.628
W.4. will encourage to visit	0.519	0.918	0.618	0.554

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