Antecedents of Customer Satisfaction Towards Shopping Malls: From the Perspective of Less Developed Countries
Date
2017-12
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Research Supervisor
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North South Business Review
Volume
08
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1
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Abstract
The purpose of this study is to identify and develop measurement scales for antecedents of customer satisfaction towards shopping mall for less developed countries taking Bangladesh as a unit of analysis. This study also established three important outcomes of customer satisfaction - patronage intentions, word of mouth and trust - in that respect to strengthening existing literature on these relationships. The antecedents and items of their corresponding constructs were identified with the help of an expert panel and extensive literature review. The proposed model was tested using PLS-SEM with a sample size of 400 respondents collect from eight shopping malls around Dhaka city, Bangladesh. Identified antecedents of customer satisfaction towards shopping malls are convenience, atmosphere, security, food facilities and shop variety, and they were found to have significant positive effects customer satisfaction. Customer satisfaction was found to have significant positive effects on patronage intentions, word of mouth and trust. This research aims to contribute to the scarcity of research regarding shopping malls in perspective of less developed countries. The developed scales of antecedents of customer satisfaction were formative, which regards to shopping malls is a pioneer.
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North South University