IDEAS home Printed from https://ideas.repec.org/a/ris/ambsrv/0005.html
   My bibliography  Save this article

Assessment of Shopping Mall Customers’ Experience through Criteria of Attractiveness in Tier-II and Tier-III Cities of India: An Exploratory Study

Author

Listed:
  • Gupta, Ashish

    (Indian Institute of Foreign Trade)

  • Mishra, Vaibhav

    (ICFAI Business School)

  • Tandon, Anushree

    (Birla Institute of Management and Technology)

Abstract

The present research attempts to develop a theoretical framework for the assessment of shopping mall customer experience dimensions. It further classifies the variables associated with retail experiences that may attract customers in Tier-II and Tier- III cities towards the malls. Exhaustive literature review and expert opinion approaches have been used to explore the evaluation criteria for the assessment of the mall experience. ISM is used to develop a structural model that represents relationships among variables at different levels along with driving and dependence relationships in the structural model. The result highlights that factors like customer value orientation, tenant mix, employees, facilities management are the most significant benchmarking criteria for customers’ assessment of their mall experience in the present study. To achieve profitable operations in these cities, retailer’s need to acquaint themselves with the expectations of customers in order to attract their attention. This indicates that it is imperative for mall managers to identify how consumers benchmark different parameters while evaluating a mall experience. Understanding the importance of such parameters will allow malls to be built according to some standard specifications that can meet a consumer’s threshold for appeal and attractiveness. The study adds to the existing literature of assessing shopping experience in Tier-II and Tier-III cities’ malls through a structural model. The most and the least dominant factors found in this study will help mall managers to develop strategies to enhance the customer shopping experience in malls.

Suggested Citation

  • Gupta, Ashish & Mishra, Vaibhav & Tandon, Anushree, 2020. "Assessment of Shopping Mall Customers’ Experience through Criteria of Attractiveness in Tier-II and Tier-III Cities of India: An Exploratory Study," American Business Review, Pompea College of Business, University of New Haven, vol. 23(1), pages 70-93, May.
    • Handle: RePEc:ris:ambsrv:0005
    as

    Download full text from publisher

    File URL: https://digitalcommons.newhaven.edu/cgi/viewcontent.cgi?article=1090&context=americanbusinessreview
    File Function: Full-text
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Babin, Barry J & Darden, William R & Griffin, Mitch, 1994. "Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(4), pages 644-656, March.
    2. Anushree Tandon & Vibhuti Tripathi & Ashish Gupta, 2014. "The transformation of value and evolution of customer experience: an exploration of the typologies, facets and significance," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 8(4), pages 425-441.
    3. Rajesh, R., 2017. "Technological capabilities and supply chain resilience of firms: A relational analysis using Total Interpretive Structural Modeling (TISM)," Technological Forecasting and Social Change, Elsevier, vol. 118(C), pages 161-169.
    4. Rajagopal, 2009. "Determinants of Shopping Behavior of Urban Consumers," Marketing Working Papers 2009-01-MKT, Tecnológico de Monterrey, Campus Ciudad de México.
    5. Bonnin, Gaël & Goudey, Alain, 2012. "The kinetic quality of store design: An Exploration of its influence on shopping experience," Journal of Retailing and Consumer Services, Elsevier, vol. 19(6), pages 637-643.
    6. Eroglu, Sevgin A. & Machleit, Karen & Barr, Terri Feldman, 2005. "Perceived retail crowding and shopping satisfaction: the role of shopping values," Journal of Business Research, Elsevier, vol. 58(8), pages 1146-1153, August.
    7. Venkatesh, V.G. & Rathi, Snehal & Patwa, Sriyans, 2015. "Analysis on supply chain risks in Indian apparel retail chains and proposal of risk prioritization model using Interpretive structural modeling," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 153-167.
    8. Grewal, Dhruv & Levy, Michael & Kumar, V., 2009. "Customer Experience Management in Retailing: An Organizing Framework," Journal of Retailing, Elsevier, vol. 85(1), pages 1-14.
    9. 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.
    10. Singh, Harvinder & Prashar, Sanjeev, 2014. "Anatomy of shopping experience for malls in Mumbai: A confirmatory factor analysis approach," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 220-228.
    11. Hemraj Verma & Shalini Singh, 2018. "Interpretive structural modelling for e-impulse buying: an Indian study," International Journal of Electronic Marketing and Retailing, Inderscience Enterprises Ltd, vol. 9(3), pages 288-306.
    12. Khan, Imran & Rahman, Zillur, 2015. "Brand experience anatomy in retailing: An interpretive structural modeling approach," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 60-69.
    13. Sanguanpiyapan, Thitiporn & Jasper, Cynthia, 2010. "Consumer insights into luxury goods: Why they shop where they do in a jewelry shopping setting," Journal of Retailing and Consumer Services, Elsevier, vol. 17(2), pages 152-160.
    14. Teller, Christoph & Reutterer, Thomas, 2008. "The evolving concept of retail attractiveness: What makes retail agglomerations attractive when customers shop at them?," Journal of Retailing and Consumer Services, Elsevier, vol. 15(3), pages 127-143.
    15. Ala'Eddin Mohammad Khalaf Ahmad, 2012. "Attractiveness Factors Influencing Shoppers¡¯ Satisfaction, Loyalty, and Word of Mouth: An Empirical Investigation of Saudi Arabia Shopping Malls," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 3(6), pages 101-112, November.
    16. Merima Cinjarevic & Kasim Tatic & Srdjan Petric, 2011. "See It, Like It, Buy It! Hedonic Shopping Motivations And Impulse Buying," Economic Review: Journal of Economics and Business, University of Tuzla, Faculty of Economics, vol. 9(1), pages 3-15, June.
    17. Joseph T.L. Ooi & Loo‐Lee Sim, 2007. "The magnetism of suburban shopping centers: do size and Cineplex matter?," Journal of Property Investment & Finance, Emerald Group Publishing Limited, vol. 25(2), pages 111-135, March.
    18. Srivastava, Mala & Kaul, Dimple, 2014. "Social interaction, convenience and customer satisfaction: The mediating effect of customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 1028-1037.
    19. Claes Fornell & William T. Robinson & Birger Wernerfelt, 1985. "Consumption Experience and Sales Promotion Expenditure," Management Science, INFORMS, vol. 31(9), pages 1084-1105, September.
    20. repec:dau:papers:123456789/10714 is not listed on IDEAS
    21. Sorescu, Alina & Frambach, Ruud T. & Singh, Jagdip & Rangaswamy, Arvind & Bridges, Cheryl, 2011. "Innovations in Retail Business Models," Journal of Retailing, Elsevier, vol. 87(S1), pages 3-16.
    22. Willems, Kim & Janssens, Wim & Swinnen, Gilbert & Brengman, Malaika & Streukens, Sandra & Vancauteren, Mark, 2012. "From Armani to Zara: Impression formation based on fashion store patronage," Journal of Business Research, Elsevier, vol. 65(10), pages 1487-1494.
    23. Puccinelli, Nancy M. & Goodstein, Ronald C. & Grewal, Dhruv & Price, Robert & Raghubir, Priya & Stewart, David, 2009. "Customer Experience Management in Retailing: Understanding the Buying Process," Journal of Retailing, Elsevier, vol. 85(1), pages 15-30.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Sharma, Dheeraj & Srivastava, Praveen Ranjan & Pandey, Peeyush & Kaur, Inderjeet, 2020. "Evaluating Quality of Matrimonial Websites: Balancing Emotions with Economics," American Business Review, Pompea College of Business, University of New Haven, vol. 23(2), pages 358-392, November.

    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. Mondal, Jalaluddin & Chakrabarti, Somnath, 2021. "Insights and anatomy of brand experience in app-based retailing (eRBX): Critical play of physical evidence and enjoyment," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    2. Khan, Imran & Rahman, Zillur, 2015. "Brand experience anatomy in retailing: An interpretive structural modeling approach," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 60-69.
    3. Zhou, Jiaying & Dahana, Wirawan Dony & Ye, Qiongwei & Zhang, Qingyu & Ye, Mingqi & Li, Xi, 2023. "Hedonic service consumption and its dynamic effects on sales in the brick-and-mortar retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    4. Reinartz, Werner & Wiegand, Nico & Imschloss, Monika, 2019. "The impact of digital transformation on the retailing value chain," International Journal of Research in Marketing, Elsevier, vol. 36(3), pages 350-366.
    5. Peter H. Bloch & Omid Kamran-Disfani, 2018. "A framework for studying the impact of outdoor atmospherics in retailing," AMS Review, Springer;Academy of Marketing Science, vol. 8(3), pages 195-213, December.
    6. Lien Lamey & Els Breugelmans & Maya Vuegen & Anne ter Braak, 2021. "Retail service innovations and their impact on retailer shareholder value: evidence from an event study," Journal of the Academy of Marketing Science, Springer, vol. 49(4), pages 811-833, July.
    7. Babin, Barry J. & James, Kevin W. & Camp, Kerri & Jones, Robert Paul & Parker, Janna M., 2019. "Pursuing personal constructs through quality, value, and satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 33-41.
    8. João M. Lopes & Ana Sousa & Eva Calçada & José Oliveira, 2022. "A citation and co-citation bibliometric analysis of omnichannel marketing research," Management Review Quarterly, Springer, vol. 72(4), pages 1017-1050, December.
    9. Büyükdağ, Naci & Kitapci, Olgun, 2021. "Antecedents of consumer-brand identification in terms of belonging brands," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    10. Sanjeev Prashar & Harvinder Singh & Chandan Parsad & T. Sai Vijay, 2017. "Predicting Indian Shoppers’ Malls Loyalty Behaviour," Vikalpa: The Journal for Decision Makers, , vol. 42(4), pages 234-250, December.
    11. Morone, Andrea & Nemore, Francesco & Schirone, Dario Antonio, 2018. "Sales impact of servicescape's rational stimuli: A natural experiment," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 256-262.
    12. Yinglu Sun & Wei Xue & Subir Bandyopadhyay & Dong Cheng, 2022. "WeChat mobile-payment-based smart retail customer experience: an integrated framework," Information Technology and Management, Springer, vol. 23(2), pages 77-94, June.
    13. Troiville, Julien & Hair, Joe F. & Cliquet, Gérard, 2019. "Definition, conceptualization and measurement of consumer-based retailer brand equity," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 73-84.
    14. Swoboda, Bernhard & Berg, Bettina & Schramm-Klein, Hanna & Foscht, Thomas, 2013. "The importance of retail brand equity and store accessibility for store loyalty in local competition," Journal of Retailing and Consumer Services, Elsevier, vol. 20(3), pages 251-262.
    15. Vivek Devvrat Singh & Utkal Khandelwal & Ankit Saxena, 2023. "Measuring Emotional Response from the Mall Experiences: A Case of Tier II and III City Malls in India," European Journal of Business Science and Technology, Mendel University in Brno, Faculty of Business and Economics, vol. 9(1), pages 118-135.
    16. 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).
    17. Calvo-Porral, Cristina & Lévy-Mangin, Jean-Pierre, 2019. "Profiling shopping mall customers during hard times," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 238-246.
    18. Hyunjoon Kim & Jinkyung Jenny Kim & Muhammad Asif, 2019. "The Antecedents and Consequences of Travelers’ Well-Being Perceptions: Focusing on Chinese Tourist Shopping at a Duty Free," IJERPH, MDPI, vol. 16(24), pages 1-22, December.
    19. Arijit Bhattacharya & Manjari Srivastava, 2020. "A Framework of Online Customer Experience: An Indian Perspective," Global Business Review, International Management Institute, vol. 21(3), pages 800-817, June.
    20. 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.

    More about this item

    Keywords

    Attractiveness; Shopping Mall; Experience; Retail; Structural Model; India;
    All these keywords.

    JEL classification:

    • L10 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - General

    Statistics

    Access and download statistics

    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:ris:ambsrv:0005. 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: Amber Montano (email available below). General contact details of provider: https://edirc.repec.org/data/cbnhaus.html .

    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.