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

Publiceringsår: 2006
Språk: Engelska
Sidor: 116-135
Publikation/Tidskrift/Serie: International Rewiew on Retail, Distribution and Consumer Research
Volym: 16
Nummer: 1
Dokumenttyp: Artikel
Förlag: Taylor & Francis

Sammanfattning

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.

Disputation

Nyckelord

  • Business and Economics
  • Shopping malls satisfaction segmentation

Övriga

Published
Yes
  • ISBN: 0959-3969

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