Sources of customer satisfaction with shopping malls: a comparative study of different customer segments

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Abstract

In spite of the growing importance of planned,centrally managed and enclosed shopping centres in the retailing sector,the understanding concerning sources and outcomes of customer satisfaction with this kind of shopping malls is limited.This paper develops and vali- dates a conceptualisation of shopping mall satisfaction based on ?eld studies in Sweden.The results show that eight underlying factors of varying character are important to customer satis- faction.These are selection,atmosphere,convenience,sales people,refreshments,location, promotional activities and merchandising policy.Furthermore,this study investigates whether sources of satisfaction di ?er in importance with respect to gender and age,generally two impor- tant variables for retail segmentation.
Original languageEnglish
Pages (from-to)116-135
JournalInternational Rewiew on Retail, Distribution and Consumer Research
Volume16
Issue number1
Publication statusPublished - 2006

Subject classification (UKÄ)

  • Business Administration

Free keywords

  • Shopping malls satisfaction segmentation

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