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

In English

Författare

Summary, in English

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.

Publiceringsår

2006

Språk

Engelska

Sidor

116-135

Publikation/Tidskrift/Serie

International Rewiew on Retail, Distribution and Consumer Research

Volym

16

Issue

1

Dokumenttyp

Artikel i tidskrift

Förlag

Taylor & Francis

Ämne

  • Business Administration

Nyckelord

  • Shopping malls satisfaction segmentation

Status

Published