IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2023i4p3051-d1061220.html
   My bibliography  Save this article

Mall Environment and Mall Value as Antecedents of Customer Loyalty in Shopping Malls: Evidence from Sub-Saharan Africa

Author

Listed:
  • Ogechi Adeola

    (Department of Operations, Marketing and Information Systems, Lagos Business School, Pan-Atlantic University, Km 22 Lekki-Epe Expressway, Ajah, Lagos 106104, Nigeria)

  • Isaiah Adisa

    (Department of Sociology, Olabisi Onabanjo University, Ago-Iwoye 120107, Nigeria)

  • Adenike Moradeyo

    (Department of Business Administration, Pan-Atlantic University, Km 52, Lekki-Epe Expressway, Lagos 105101, Nigeria)

  • Oserere Ibelegbu

    (Department of Operations, Marketing and Information Systems, Lagos Business School, Pan-Atlantic University, Km 22 Lekki-Epe Expressway, Ajah, Lagos 106104, Nigeria)

Abstract

Shopping malls contribute significantly to a nation’s economic activities, as demonstrated by the significant investment in sub-Saharan Africa’s retail industry. The impact of shopping malls on communities’ socio-economic conditions cannot be overlooked, as they have implications for employment opportunities, national income, and infrastructure development. However, as the number of malls in urban areas increases, it is important for retail operators to understand the factors that attract and sustain customer loyalty. This study adopts a regression analysis approach to identify the factors influencing customer loyalty in shopping malls. Mall environment and mall values were used as predictors of customer loyalty. The study was conducted in Lagos State, Nigeria, due to the prevalence of shopping malls and the nature of the urban settlement. A survey of 300 respondents was conducted, with 277 responses found usable. The findings indicate that the mall value has a significant positive effect on customer loyalty, but the mall environment does not. However, there is a significant and positive joint effect of both the mall value and mall environment on customer loyalty. Additionally, the study finds that age plays a major role in mediating these predictive relationships. The practical implication for shopping mall investors and operators in Africa’s retail market is provided.

Suggested Citation

  • Ogechi Adeola & Isaiah Adisa & Adenike Moradeyo & Oserere Ibelegbu, 2023. "Mall Environment and Mall Value as Antecedents of Customer Loyalty in Shopping Malls: Evidence from Sub-Saharan Africa," Sustainability, MDPI, vol. 15(4), pages 1-14, February.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:4:p:3051-:d:1061220
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/4/3051/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/15/4/3051/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Haoying Han & Noman Sahito & Thuy Van Thi Nguyen & Jinsoo Hwang & Muhammad Asif, 2019. "Exploring the Features of Sustainable Urban Form and the Factors that Provoke Shoppers towards Shopping Malls," Sustainability, MDPI, vol. 11(17), pages 1-20, September.
    2. Renko, Sanda & Druzijanic, Mirna, 2014. "Perceived usefulness of innovative technology in retailing: Consumers׳ and retailers׳ point of view," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 836-843.
    3. El-Adly, Mohammed Ismail, 2019. "Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 322-332.
    4. Sanjeev Prashar & T. Sai Vijay & Chandan Parsad, 2017. "Effects of Online Shopping Values and Website Cues on Purchase Behaviour: A Study Using S–O–R Framework," Vikalpa: The Journal for Decision Makers, , vol. 42(1), pages 1-18, March.
    5. El-Adly, Mohammed Ismail & Eid, Riyad, 2016. "An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 217-227.
    6. Kesari, Bikrant & Atulkar, Sunil, 2016. "Satisfaction of mall shoppers: A study on perceived utilitarian and hedonic shopping values," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 22-31.
    7. Juracy Parente & Marcelo Moll Brandão, 2012. "Main street retail districts or shopping centers? comparing the preferences of low-income consumers," Brazilian Business Review, Fucape Business School, vol. 9(Special I), pages 154-179, March.
    8. Chebat, Jean-Charles & El Hedhli, Kamel & Sirgy, M. Joseph, 2009. "How does shopper-based mall equity generate mall loyalty? A conceptual model and empirical evidence," Journal of Retailing and Consumer Services, Elsevier, vol. 16(1), pages 50-60.
    9. Eric J. Arnould & Craig J. Thompson, 2005. "Consumer Culture Theory (CCT): Twenty Years of Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 31(4), pages 868-882, March.
    10. Saiful Amri & Jasman J. Ma'ruf & Mirza Tabrani & Nurdasila Darsono, 2019. "The Influence of Shopping Experience and Perceived Value Toward Customer Satisfaction and their Impacts on Customer Loyalty at Minimarkets in Aceh," International Review of Management and Marketing, Econjournals, vol. 9(4), pages 87-94.
    11. Wu, Paul C.S. & Yeh, Gary Yeong-Yuh & Hsiao, Chieh-Ru, 2011. "The effect of store image and service quality on brand image and purchase intention for private label brands," Australasian marketing journal, Elsevier, vol. 19(1), pages 30-39.
    12. El Hedhli, Kamel & Chebat, Jean-Charles & Sirgy, M. Joseph, 2013. "Shopping well-being at the mall: Construct, antecedents, and consequences," Journal of Business Research, Elsevier, vol. 66(7), pages 856-863.
    13. Jackson, Vanessa & Stoel, Leslie & Brantley, Aquia, 2011. "Mall attributes and shopping value: Differences by gender and generational cohort," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 1-9.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hänninen, Mikko & Paavola, Lauri, 2021. "Managing transformations in retail agglomerations:Case Itis shopping center," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    2. Chuloh Jung & Naglaa Sami Abdelaziz Mahmoud, 2023. "Exploring Customer Behavior in Shopping Malls: A Study of Rest Areas in Dubai, United Arab Emirates," Sustainability, MDPI, vol. 15(12), pages 1-22, June.
    3. El Hedhli, Kamel & Zourrig, Haithem & Park, Jeongsoo, 2017. "Image transfer from malls to stores and its influence on shopping values and mall patronage: The role of self-congruity," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 208-218.
    4. Carlos Correa & David Alarcón & Ignacio Cepeda, 2021. "“I am Delighted!”: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services," Sustainability, MDPI, vol. 13(11), pages 1-19, May.
    5. El-Adly, Mohammed Ismail & Eid, Riyad, 2016. "An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 217-227.
    6. Maggioni, Isabella & Sands, Sean & Kachouie, Reza & Tsarenko, Yelena, 2019. "Shopping for well-being: The role of consumer decision-making styles," Journal of Business Research, Elsevier, vol. 105(C), pages 21-32.
    7. Bhat Ishfaq Hussain & Singh Sapna, 2018. "Examining the moderating effect of shopping value on private-label and loyalty in Indian grocery stores," Management & Marketing, Sciendo, vol. 13(1), pages 748-760, March.
    8. Chen, Chin-Tsu, 2024. "Atmospherics fosters customer loyalty: Exploring the mediating effects of memorable customer experience and customer satisfaction in factory outlet malls in Taiwan," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    9. Al-Kilani, Shaymaa & El Hedhli, Kamel, 2021. "How do restaurant atmospherics influence restaurant authenticity? An integrative framework and empirical evidence," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    10. Haj-Salem, Narjes & Chebat, Jean Charles & Michon, Richard & Oliveira, Sandra, 2016. "Why male and female shoppers do not see mall loyalty through the same lens? The mediating role of self-congruity," Journal of Business Research, Elsevier, vol. 69(3), pages 1219-1227.
    11. Gilboa, Shaked & Vilnai-Yavetz, Iris & Mitchell, Vince & Borges, Adilson & Frimpong, Kwabena & Belhsen, Nourdine, 2020. "Mall experiences are not universal: The moderating roles of national culture and mall industry age," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    12. Mortimer, Gary & Andrade, María Lucila Osorio & Fazal-e-Hasan, Syed Muhammad, 2024. "From traditional to transformed: Examining the pre- and post-COVID consumers’ shopping mall experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    13. Chebat, Jean-Charles & Michon, Richard & Haj-Salem, Narjes & Oliveira, Sandra, 2014. "The effects of mall renovation on shopping values, satisfaction and spending behaviour," Journal of Retailing and Consumer Services, Elsevier, vol. 21(4), pages 610-618.
    14. Garrouch, Karim & Ghali, Zohra, 2023. "On linking the perceived values of mobile shopping apps, customer well-being, and customer citizenship behavior: Moderating role of customer intimacy," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    15. Kumar, Ajay & Paul, Justin & StarÄ ević, SlaÄ‘ana, 2021. "Do brands make consumers happy?- A masstige theory perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    16. Ting, Hiram & Thaichon, Park & Chuah, Francis & Tan, Sharon Rebecca, 2019. "Consumer behaviour and disposition decisions: The why and how of smartphone disposition," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 212-220.
    17. El Hedhli, Kamel & Zourrig, Haithem & Chebat, Jean-Charles, 2016. "Shopping well-being: Is it just a matter of pleasure or doing the task? The role of shopper's gender and self-congruity," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 1-13.
    18. Atulkar, Sunil & Kesari, Bikrant, 2017. "Satisfaction, loyalty and repatronage intentions: Role of hedonic shopping values," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 23-34.
    19. Vilnai-Yavetz, Iris & Gilboa, Shaked & Mitchell, Vince, 2021. "Experiencing atmospherics: The moderating effect of mall experiences on the impact of individual store atmospherics on spending behavior and mall loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    20. Mandy Mok Kim Man & Ricky Cai Qian Qiu, 2021. "An Empirical Study of Factors Influencing Consumers’ Purchasing Behaviours in Shopping Malls," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 13(1), pages 1-14, February.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:15:y:2023:i:4:p:3051-:d:1061220. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.