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

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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 validates a conceptualisation of shopping mall satisfaction based on field studies in Sweden. The results show that eight underlying factors of varying character are important to customer satisfaction. These are selection, atmosphere, convenience, sales people, refreshments, location, promotional activities and merchandising policy. Furthermore, this study investigates whether sources of satisfaction differ in importance with respect to gender and age, generally two important variables for retail segmentation.

Keywords: Shopping centre; customer satisfaction; customer segments; visit frequency

Document Type: Research Article


Affiliations: Department of Business Administration, University of Lund, Lund, Sweden

Publication date: February 1, 2006

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