IDEAS home Printed from https://ideas.repec.org/a/ids/ijicbm/v21y2020i3p340-368.html
   My bibliography  Save this article

Identification and ranking the significant factors influencing customer experience for shopping malls in the Indian context

Author

Listed:
  • Mukesh Govind Kharat
  • Rekha D. Chikhalkar
  • Manoj Kumar Jha
  • Manoj Govind Kharat

Abstract

Today the market is highly competitive and saturated with multiple products, to survive and sustain in such an environment customer experience (CE) plays a vital role. Globally, marketers and academicians are focusing on understanding and creating pleasant CE. For marketing managers understanding the elements essential to create experience will help in better management and creation of CE. The present research identifies and assess the critical success factors affecting CE for shopping malls and prioritises to determine which is more significant and causative to achieve promising CE. The study is based on the existing literature on 'customer experience' and results obtained from brainstorming sessions with academicians and retail industry experts. It scrutinises the critical success factors affecting CE which are finally confirmed in the context of shopping malls. With the analytical hierarchy process, 11 main factors and 28 subfactors are prioritised which are responsible for creating unique and memorable CE. The findings suggest that the brand managers must ameliorate these factors according to their weights, in order to attain superior CE and sustainable competitive advantage.

Suggested Citation

  • Mukesh Govind Kharat & Rekha D. Chikhalkar & Manoj Kumar Jha & Manoj Govind Kharat, 2020. "Identification and ranking the significant factors influencing customer experience for shopping malls in the Indian context," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 21(3), pages 340-368.
    • Handle: RePEc:ids:ijicbm:v:21:y:2020:i:3:p:340-368
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=110455
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    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:ids:ijicbm:v:21:y:2020:i:3:p:340-368. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=235 .

    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.