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Attributes of Shopping Mall Image, Customer Satisfaction and Mall Patronage for Selected Shopping Malls in Southern Gauteng, South Africa

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  • Dorah Dubihlela

Abstract

This paper identifies the main features of a shopping mall that govern customer satisfaction in Southern Gauteng in South Africa. Literature is reviewed, identifying various features in shopping malls such as merchandisers, accessibility, service, amenities, ambiance, entertainment, security and among others. This literature is based on previous authors' scientific work, on mall features that influence the satisfaction and patronage by customers. A quantitative study was conducted with 429 questionnaires used in the final data analysis. The study results suggest the important shopping mall features in Gauteng South in South African and confirm that specific shopping mall features are positively related to customer satisfaction and mall patronage. The paper further develops suggestions on mall features that should be emphasised for promotional campaigns, customer satisfaction and mall patronage by customers.

Suggested Citation

  • Dorah Dubihlela, 2014. "Attributes of Shopping Mall Image, Customer Satisfaction and Mall Patronage for Selected Shopping Malls in Southern Gauteng, South Africa," Journal of Economics and Behavioral Studies, AMH International, vol. 6(8), pages 682-689.
    • Handle: RePEc:rnd:arjebs:v:6:y:2014:i:8:p:682-689
    DOI: 10.22610/jebs.v6i8.528
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    References listed on IDEAS

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    1. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    2. Babin, Barry J. & Darden, William R., 1996. "Good and bad shopping vibes: Spending and patronage satisfaction," Journal of Business Research, Elsevier, vol. 35(3), pages 201-206, March.
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    Cited by:

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    2. Tarun Kushwaha & Satnam Ubeja & Anindita S. Chatterjee, 2017. "Factors Influencing Selection of Shopping Malls: An Exploratory Study of Consumer Perception," Vision, , vol. 21(3), pages 274-283, September.
    3. Sungjoon Yoo & Dong-Joo Lee & Louis Atamja, 2023. "Influence of Online Information Quality and Website Design on User Shopping Loyalty in the Context of E-Commerce Shopping Malls in Korea," Sustainability, MDPI, vol. 15(4), pages 1-16, February.
    4. Nicholas W. Bodouva, 2015. "The Influence Of Reference Group Values And Retail Image On Shopping Patronage At Airports," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 8(1), pages 65-77.
    5. Samson Adeoluwa Adewumi & Taiwo Ajadi & Bhekabantu Ntshangase, 2022. "Green human resource management and green environmental workplace behaviour in the eThekwini municipality of South Africa," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(4), pages 159-170, June.
    6. Henning Bundtzen, 2021. "Adapting Herzberg’s Motivation-Hygiene Theory to a VUCA World - A Repertory Grid Study," European Journal of Economics and Business Studies Articles, Revistia Research and Publishing, vol. 7, ejes_v7_i.

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