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

Domingos Fernandes Campos, Kelson Wagner Da Silva Barros, Lieda Amaral De Souza and Julio Cesar Ferro De Guimarães

International Journal of Services and Operations Management, 2021, vol. 39, issue 4, 541-562

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.

Keywords: customer loyalty; service quality; customer satisfaction; hedonic and utilitarian values; shopping mall; structural equation model. (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=117642 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:39:y:2021:i:4:p:541-562

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().