Open AccessAttractiveness Factors Influencing Shoppers’ Satisfaction, Loyalty, and Word of Mouth: An Empirical Investigation of Saudi Arabia Shopping Malls
Author(s) -
Alaeddin Mohammad Khalaf Ahmad
Publication year - 2012
Publication title -
international journal of business administration
Language(s) - English
Resource type - Journals
eISSN - 1923-4015
pISSN - 1923-4007
DOI - 10.5430/ijba.v3n6p101
Subject(s) - attractiveness , advertising , word of mouth , business , marketing , product (mathematics) , nonprobability sampling , service quality , loyalty , variety (cybernetics) , quality (philosophy) , service (business) , entertainment , sample (material) , shopping mall , customer satisfaction , psychology , computer science , mathematics , sociology , population , art , philosophy , artificial intelligence , psychoanalysis , chemistry , visual arts , geometry , epistemology , chromatography , demography
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