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

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Author

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.

Publishing year

2006

Language

English

Pages

116-135

Publication/Series

International Rewiew on Retail, Distribution and Consumer Research

Volume

16

Issue

1

Document type

Journal article

Publisher

Taylor & Francis

Topic

  • Business Administration

Keywords

  • Shopping malls satisfaction segmentation

Status

Published