IDEAS home Printed from https://ideas.repec.org/a/ids/ijsoma/v39y2021i4p541-562.html
   My bibliography  Save this article

Relationship between service quality, consumer values, satisfaction and loyalty: an empirical study of a shopping mall

Author

Listed:
  • Domingos Fernandes Campos
  • Kelson Wagner Da Silva Barros
  • Lieda Amaral De Souza
  • Julio Cesar Ferro De Guimarães

Abstract

The primary purpose of this research is to examine the impact of mall service quality and utilitarian and hedonic consumption values on customers' satisfaction and loyalty. A preliminary hypothetical model was analysed with the structural equation technique following the partial least squares approach. The results show the positive direct effect of the service quality offered by the shopping centre on customer satisfaction and consumer loyalty. Utilitarian and hedonic values play an essential role in shopping centre customers' satisfaction. Both shopping values help to produce satisfaction in shopping mall buyers. Hedonic values, though less effectively, also influence consumer loyalty directly. Mall managers and entrepreneurs should redouble their attention to the most important attributes - associated with the quality and attractiveness of shopping malls - and invest to achieve a high level of loyalty and consumer retention.

Suggested Citation

  • Domingos Fernandes Campos & Kelson Wagner Da Silva Barros & Lieda Amaral De Souza & Julio Cesar Ferro De Guimarães, 2021. "Relationship between service quality, consumer values, satisfaction and loyalty: an empirical study of a shopping mall," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 39(4), pages 541-562.
    • Handle: RePEc:ids:ijsoma:v:39:y:2021:i:4:p:541-562
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=117642
    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:ijsoma:v:39:y:2021:i:4:p:541-562. 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=150 .

    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.