Work

The Role of SERVICESCAPE in Fostering Customer Satisfaction and Positive Emotion Among Shopping Mall Patrons

Year: 2020

Type: article

Abstract: In today's competitive business environment, delivering customer satisfaction and positive emotion are vital to maintain long term relationship with the customers.Due to this notion, this study was conducted to investigate the influence of SERVICESCAPE on customer satisfaction and positive emotion among shopping mall patrons in Klang Valley, Malaysia.Building on Bitner's model of physical surroundings, this paper discusses four vital components of SERVICESCAPE (ambient, spatial layout / functionality, signs / symbols / artefacts, and cleanliness) that should be considered by shopping mall operators in ensuring customer satisfaction and positive emotion could be achieved.A non-probability convenience sampling method was used to distribute questionnaires to 180 respondents who visited three shopping malls in Klang Valley.However, only 160 questionnaires were usable for further analysis after preliminary data analysis.The results of data analysis lend support to all the hypothesized relationships.Implication for research and managerial practices were also discussed in this study.

Source: International Journal of Academic Research in Business and Social Sciences

DOI: 10.6007/ijarbss/v10-i11/8066

Authors: Nur Azyan Hamzah, Muhammad Hafiz Abd Rashid, Aida Azlina Mansor, Nor Diyana Mohammed Shobri

Institutions: Universiti Teknologi MARA System, Universiti Teknologi MARA

Language: English

Topic: Consumer Retail Behavior Studies

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W3103366722

FWCI: 0.388

Cites: 17

Cited by: 7

Related to: 10