IDEAS home Printed from https://ideas.repec.org/a/rnd/arjebs/v6y2014i8p682-689.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: https://ojs.amhinternational.com/index.php/jebs/article/view/528/528
    Download Restriction: no
    File URL: https://ojs.amhinternational.com/index.php/jebs/article/view/528
    Download Restriction: no
    File URL: https://libkey.io/10.22610/jebs.v6i8.528?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    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.
    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. 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.
    2. 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.
    3. Prarawan Senachai & Puthipong Julagasigorn, 2024. "Retail mix instruments influencing customer perceived value and customer engagement: a conceptual framework and research agenda," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-14, December.
    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.

    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. Walsh, Gianfranco & Shiu, Edward & Hassan, Louise M. & Michaelidou, Nina & Beatty, Sharon E., 2011. "Emotions, store-environmental cues, store-choice criteria, and marketing outcomes," Journal of Business Research, Elsevier, vol. 64(7), pages 737-744, July.
    2. Hightower, Roscoe Jr & Brady, Michael K. & Baker, Thomas L., 2002. "Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events," Journal of Business Research, Elsevier, vol. 55(9), pages 697-707, September.
    3. Wasib B Latif & Md. Aminul Islam & Idris Bin Mohd Noor, 2014. "A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(10), pages 547-557, October.
    4. Philipp Afèche & Mojtaba Araghi & Opher Baron, 2017. "Customer Acquisition, Retention, and Service Access Quality: Optimal Advertising, Capacity Level, and Capacity Allocation," Manufacturing & Service Operations Management, INFORMS, vol. 19(4), pages 674-691, October.
    5. Garaus, Marion & Wagner, Udo, 2016. "Retail shopper confusion: Conceptualization, scale development, and consequences," Journal of Business Research, Elsevier, vol. 69(9), pages 3459-3467.
    6. Hui, Xiang & Klein, Tobias & Stahl, Konrad, 2022. "Learning from Online Ratings," CEPR Discussion Papers 17006, C.E.P.R. Discussion Papers.
    7. Angulo-Ruiz, Fernando & Pergelova, Albena & Cheben, Juraj & Angulo-Altamirano, Eladio, 2016. "A cross-country study of marketing effectiveness in high-credence services," Journal of Business Research, Elsevier, vol. 69(9), pages 3636-3644.
    8. Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
    9. Yeung, Matthew C.H. & Ramasamy, Bala & Chen, Junsong & Paliwoda, Stan, 2013. "Customer satisfaction and consumer expenditure in selected European countries," International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 406-416.
    10. Ming, Yaxin & Deng, Huixin & Wu, Xiaoyue, 2022. "The negative effect of air pollution on people's pro-environmental behavior," Journal of Business Research, Elsevier, vol. 142(C), pages 72-87.
    11. Vishal Gaur & Young-Hoon Park, 2007. "Asymmetric Consumer Learning and Inventory Competition," Management Science, INFORMS, vol. 53(2), pages 227-240, February.
    12. Gaurav Khatwani & Gopal Das, 2016. "Evaluating combination of individual pre-purchase internet information channels using hybrid fuzzy MCDM technique: demographics as moderators," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 12(1), pages 28-49.
    13. Yanlong Guo & Jiaying Yu & Han Zhang & Zuoqing Jiang, 2022. "A Study on Cultural Context Perception in Huizhou Cultural and Ecological Reserve Based on Multi-Criteria Decision Analysis," Sustainability, MDPI, vol. 14(24), pages 1-20, December.
    14. Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
    15. Tae-Seung Park & Jun-Su Kim & Jiyoun Kim, 2021. "The Impact of Perceived Hapkido Service Quality on Exercise Continuation and Recommendation Intentions, with a Focus on Korean Middle and High School Students," Sustainability, MDPI, vol. 13(6), pages 1-10, March.
    16. Heribert Gierl & Gunter Gehrke, 2004. "Kundenbindung in industriellen Zuliefer-Abnehmer-Beziehungen," Schmalenbach Journal of Business Research, Springer, vol. 56(3), pages 203-236, May.
    17. Taryn Renatta De Mendonca & Yan Zhou, 2019. "Environmental Performance, Customer Satisfaction, and Profitability: A Study among Large U.S. Companies," Sustainability, MDPI, vol. 11(19), pages 1-15, September.
    18. repec:dgr:rugsom:04f04 is not listed on IDEAS
    19. Tingting Song & Jinghua Huang & Yong Tan & Yifan Yu, 2019. "Using User- and Marketer-Generated Content for Box Office Revenue Prediction: Differences Between Microblogging and Third-Party Platforms," Service Science, INFORMS, vol. 30(1), pages 191-203, March.
    20. Eelco Kappe & Ashley Stadler Blank & Wayne S. DeSarbo, 2014. "A General Multiple Distributed Lag Framework for Estimating the Dynamic Effects of Promotions," Management Science, INFORMS, vol. 60(6), pages 1489-1510, June.
    21. Bertrand, Jean-Louis & Brusset, Xavier & Fortin, Maxime, 2015. "Assessing and hedging the cost of unseasonal weather: Case of the apparel sector," European Journal of Operational Research, Elsevier, vol. 244(1), pages 261-276.

    More about this item

    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:rnd:arjebs:v:6:y:2014:i:8:p:682-689. 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: Muhammad Tayyab (email available below). General contact details of provider: https://ojs.amhinternational.com/index.php/jebs .

    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.