5,668 research outputs found

    Determinants of Shopping Behavior of Urban Consumers

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    This study explores the influence of geo-demographic settings of commercial centers, customer attractions in shopping malls, and route to shopping of urban shoppers. The present research analyzes retailing patterns in urban areas in reference to customer orientation strategies, product search behavior and enhancing the customer value. Interrelationship among urban retailing, marketplace ambiance, conventional shopping wisdom of customers, long-term customer services, and technology led selling processes are also addressed in the study based on empirical survey. Broadly, this study makes contributions to the existing research in urban retailing towards factors determining shopping attractions, routes to shopping, and establishing the customer-centric strategies of the firms.Shopping mall, multi-channel retailing, consumer behavior, customer-centric strategy, market attractiveness, customer satisfaction

    Growing Shopping Malls and Behavior of Urban Shoppers

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    Shopping malls contribute to business more significantly than traditional markets which were viewed as simple convergence of supply and demand. Shopping malls attract buyers and sellers, and induce customers providing enough time to make choices as well as a recreational means of shopping. However, competition between malls, congestion of markets and traditional shopping centers has led mall developers and management to consider alternative methods to build excitement with customers. This study examines the impact of growing congestion of shopping mall in urban areas on shopping conveniences and shopping behavior. Based on the survey of urban shoppers, the study analyzes the cognitive attributes of the shoppers towards attractiveness of shopping malls and intensity of shopping. The results of the study reveal that ambiance of shopping malls, assortment of stores, sales promotions and comparative economic gains in the mall attract higher customer traffic to the malls.Shopping malls, traditional markets, sales promotion, market ambiance, leisure shopping, recreational services, retailing, market congestion, customer value, consumer behavior

    Forecasting of Satisfaction and Revisit Intention of Indonesia Shoppers in Shopping Malls

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    . Due to tight competition, changing value proposition of customer and shiftingof mall functions become center for leisure purposes, shopping mall developer mustfocus on create shopper satisfaction to influence their post-transaction behaviors. Thisstudy investigates the relationship between mall personality, self-congruity, perceivedquality, shopping value, shopper satisfaction and revisit intention. Two hundredrespondents participated in this study. In order to achieve the aim of this study, SPSS23 and PLS 3 were used. Out of the 15 hypotheses proposed, ten are supported. Aspredicted, mall personality, self-congruity, perceived quality significantly have asignificant effect on shopping value and shopper satisfaction (except perceived qualityhas no effect on shopping value). The findings show that Mall Personality is predictiveof Self-Congruity and Perceived Quality; while Shopping Value can be used to predictShopper Satisfaction. The result indicated that Perceived Quality is not statisticallysignificant affect on Shopping Value. Moreover, Self-Congruity has significant affecton Perceived Quality. In addition, Mall personality, Self-Congruity and PerceivedQuality are not good predictors of Revisit Intention. Finally, the result confirms thatShopper Satisfaction and Shopping Value have a significant effect on Revisit Intention

    FORECASTING OF SATISFACTION AND REVISIT INTENTION OF INDONESIA SHOPPERS IN SHOPPING MALLS

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    Abstract. Due to tight competition, changing value proposition of customer and shiftingof mall functions become center for leisure purposes, shopping mall developer mustfocus on create shopper satisfaction to influence their post-transaction behaviors. Thisstudy investigates the relationship between mall personality, self-congruity, perceivedquality, shopping value, shopper satisfaction and revisit intention. Two hundredrespondents participated in this study. In order to achieve the aim of this study, SPSS23 and PLS 3 were used. Out of the 15 hypotheses proposed, ten are supported. Aspredicted, mall personality, self-congruity, perceived quality significantly have asignificant effect on shopping value and shopper satisfaction (except perceived qualityhas no effect on shopping value). The findings show that Mall Personality is predictiveof Self-Congruity and Perceived Quality; while Shopping Value can be used to predictShopper Satisfaction. The result indicated that Perceived Quality is not statisticallysignificant affect on Shopping Value. Moreover, Self-Congruity has significant affecton Perceived Quality. In addition, Mall personality, Self-Congruity and PerceivedQuality are not good predictors of Revisit Intention. Finally, the result confirms thatShopper Satisfaction and Shopping Value have a significant effect on Revisit Intention

    Antecedents and consequences of stress in retailing: environmental expectations and promoter scoring

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    Purpose: The aim of this paper is to examine the effects of the disconfirmation of expectations of crowding and mall accessibility, on stress and two marketing outcomes, satisfaction and promoter scoring. Design/methodology/approach: Data were obtained through two face-to-face surveys from mall shoppers that answered them at two different moments of their shopping experience, before entering the mall and before leaving it. Results are obtained from 230 customers that answered the two questionnaires. Findings: The findings suggest that stress indirectly influences customer promoter scoring through satisfaction, while disconfirmation of expectations influences it directly and indirectly. Practical implications: These results also suggest that stress and disconfirmation of expectations about crowding and accessibility are important in determining promoter scoring. To reduce stress and increase satisfaction and promoter scoring, managers should focus on exceeding customers'' expectations about mall accessibility and on ensuring that customers experience a lower level of crowding than they expected. Originality/value: The article examines Net Promoter Scoring, an outcome that has attracted managers'' attention but little is known about its antecedents. The paper provides evidence of the effect of disconfirmation of expectations and negative emotions on promoter scoring

    Investigation of Chinese Expatriates' Satisfaction and Loyalty to Visiting the Leading and Luxury Shopping Complexes in Bangkok Metropolis

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    Purpose: This research study aims to determine the extent to which Chinese expatriates are drawn to visit the leading and luxury shopping complexes in Bangkok Metropolis, by measuring the shopping complexes’ CRM attributes, their utilitarian value and their atmosphere. Attributes of customer relationship management (CRM)in this study include: the behavior of the employees; quality of customer service; relationship development; and interaction management. Research design, data and methodology: Chinese expatriates living in Greater Bangkok are asked to express their satisfaction and loyalty towards the shopping complexes. This study uses a quantitative research design. Questionnaire is distributed to the sample size of 150 customers. Multiple Linear Regression (MLR) and Simple Linear Regression (SLR) are used to analyzed the results. Results: The study finds that all the CRM elements, except relationship development have an impact on Chinese expatriate customers’ satisfaction and loyalty, while both the shopping complexes’ utilitarian value and their atmosphere have an impact on Chinese expatriate customers’ satisfaction and loyalty to the shopping complexes. Limitations/Implication: The results can be useful for the shopping complexes’ CRM planners to design specific communication and customer intimacy specifically catered to Chinese expatriate customers, of which population continues to rise as a result of growing businesses between Thailand and China.   Keywords: Customer Relationship Management (CRM), Utilitarian value, Atmosphere, Customer Satisfaction, Customer Loyalty, Chinese Expatriates   JEL Classification Code: D83, M31, O14, J11, F6
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