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Investigating the Main Factors Affecting Doing More Business with Existing Customers in Light of Customer Experience: An Empirical Study in the Malls

Author

Listed:
  • Barween Al Kurdi

    (Department of Marketing, School of Business, The University of Jordan, Amman, Jordan)

  • Aram Nawaiseh

    (Department of Accounting, School of Business, The University of Jordan, Amman, Jordan)

  • Muhammad Alshurideh

    (Department of Marketing, School of Business, The University of Jordan, Amman, Jordan)

  • Hind Al-Ahmed

    (Faculty of Education, Imam Mohammad Ibn Saud Islamic University (IMSIU), Saudi Arabia)

  • Khalid Al-Sulaiti

    (Department of Marketing, Al Rayyan International University College Partnership with Derby University UK, Qatar)

  • Yaser Allozi

    (Department of Accounting, School of Business, The University of Jordan, Amman, Jordan)

  • Haitham M. Alzoubi

    (School of Business, Skyline University College, Sharjah, United Arab Emirates; Applied Science Research Center, Applied Science Private University, Amman, Jordan)

  • Gouher Ahmed

    (School of Business, Skyline University College, Sharjah, United Arab Emirates)

  • Khaled Alshaketheep

    (Department of Marketing, Business School, The Hashemite University, Zarqa, Jordan)

Abstract

The study analyzed the relationship between four independent latent factors (emotion, communication, attitude and satisfaction) in the dependent factor (rebuying) in the presence of a moderating variable (consumers’ experience) by using a structural equation model based on the partial least squares (PLS) method. The study has applied to retail trade customers in malls. The study collected the needed data through a survey designed for this purpose. The study collected data from 300 mall shoppers. The study employs SmartPLS to analyze the data collected. The study has found that each of the independent factors significantly and positively affects the rebuying decision (a positive relationship), with the exception of the emotions factor, which had a negative impact on the rebuying decision. Also, the modified variable had a positive role in the relationship between the independent factors and the dependent factor, with the exception of the emotions factor. The effect of the modified variable caused a decline in the intensity of the relationship between these two factors.

Suggested Citation

  • Barween Al Kurdi & Aram Nawaiseh & Muhammad Alshurideh & Hind Al-Ahmed & Khalid Al-Sulaiti & Yaser Allozi & Haitham M. Alzoubi & Gouher Ahmed & Khaled Alshaketheep, 2024. "Investigating the Main Factors Affecting Doing More Business with Existing Customers in Light of Customer Experience: An Empirical Study in the Malls," International Review of Management and Marketing, Econjournals, vol. 14(6), pages 301-306, October.
    • Handle: RePEc:eco:journ3:2024-06-30
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    More about this item

    Keywords

    Retail Trade; Malls Customers; Existing Customer; Rebuying; Emotion; Satisfaction; Communication; Attitude;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L14 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Transactional Relationships; Contracts and Reputation
    • J53 - Labor and Demographic Economics - - Labor-Management Relations, Trade Unions, and Collective Bargaining - - - Labor-Management Relations; Industrial Jurisprudence
    • P33 - Political Economy and Comparative Economic Systems - - Socialist Institutions and Their Transitions - - - International Trade, Finance, Investment, Relations, and Aid

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