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Attractiveness Factors Influencing Shoppers¡¯ Satisfaction, Loyalty, and Word of Mouth: An Empirical Investigation of Saudi Arabia Shopping Malls

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  • Ala'Eddin Mohammad Khalaf Ahmad

Abstract

The purpose of this research is to investigate the attractiveness factors influencing shoppers¡¯ satisfaction, loyalty, and word of mouth in Saudi shopping mall centers. The independent variables were attractiveness factors represented by these variables namely aesthetic, convenience and accessibility, product variety, entertainment, and service quality. The dependent variables were shopper satisfaction, loyalty and WOM. A structured questionnaire was distributed to a sample of 600 shopping mall customers, representing all of the shopping malls shoppers in the city of Jeddah, Saudi Arabia. A purposive sampling technique was employed in this research. The multiple regression analysis showed the impact of shopping malls attractiveness factors on the shopper satisfaction. The attractiveness factors aesthetic, convenience and accessibility, product variety, entertainment, and service quality, had a positive effect on Saudi shopping mall shoppers¡¯. The most significant factor was product variety. This research potentially contributes to shopping malls attractiveness factors and their impact on shoppers¡¯ satisfaction in shopping malls of Saudi Arabia.

Suggested Citation

  • 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.
    • Handle: RePEc:jfr:ijba11:v:3:y:2012:i:6:p:101-112
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    1. Naif Mutlaq Al Otaibi & Kausar Yasmeen, 2014. "Psychographic Factors Influence Saudi Consumer¡¯s Service Quality in Hypermarket," International Journal of Learning and Development, Macrothink Institute, vol. 4(4), pages 97-113, December.
    2. 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.
    3. Noman Sahito & Haoying Han & Thuy Van Thi Nguyen & Insin Kim & Jinsoo Hwang & Arif Jameel, 2020. "Examining the Quasi-Public Spaces in Commercial Complexes," Sustainability, MDPI, vol. 12(5), pages 1-16, February.
    4. Shahzad Nasim, & Musarrat Shamshir, 2019. "Impact Of Landscaping Of Shopping-Mall On Customer Preferences: A Qualitative Study Of Shopping Malls Located In Karachi," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 15(2), pages 14-24.
    5. Shwu-Ing Wu & Yu-Hua Zheng, 2014. "The Influence of Tourism Image and Activities Appeal on Tourist Loyalty ¨C A Study of Tainan City in Taiwan," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 5(4), pages 121-135, November.
    6. Maram A. Mahin & Iman M. Adeinat, 2020. "Factors Driving Customer Satisfaction at Shopping Mall Food Courts," International Business Research, Canadian Center of Science and Education, vol. 13(3), pages 1-27, March.
    7. Robaka Shamsher, 2014. "Relationship between Store Characteristics and Store Loyalty: An Explorative Study," International Journal of Economics and Empirical Research (IJEER), The Economics and Social Development Organization (TESDO), vol. 2(11), pages 431-442, November.
    8. Naif Mutlaq Al Otaibi & Kausar Yasmeen, 2014. "An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores," Journal of Entrepreneurship and Business Innovation, Macrothink Institute, Journal of Entrepreneurship and Business Innovation, vol. 1(1), pages 79-122, June.
    9. Idoko, Edwin Chukwuemeka & Ukenna, Stephen Ikechukwu & Obeta, Charles Eze, 2019. "Determinants of shopping mall patronage frequency in a developing economy: Evidence from Nigerian mall shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 186-201.
    10. Shahzad Nasim, & Musarrat Shamshir, 2019. "Impact Of Landscaping Of Shopping-Mall On Customer Preferences: A Qualitative Study Of Shopping Malls Located In Karachi," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 15(2), pages 15-12.

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