An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context

Mohammed Ismail El-Adly; Riyad Eid

doi:10.1016/j.jretconser.2016.04.002

An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context

Mohammed Ismail El-Adly, Riyad Eid

Department of Innovation, Technology and Entrepreneurship

Research output: Contribution to journal › Article › peer-review

157 Citations (Scopus)

Abstract

This study aims to investigate through structural equation modelling (SEM) the relationships between the shopping environment, customer perceived value, customer satisfaction, and customer loyalty in regard to malls in the United Arab Emirates (UAE). The main results of this study show that the mall environment is an antecedent of the customer perceived value of malls (MALLVAL) and customer satisfaction. MALLVAL has a significant positive effect on both customer satisfaction and customer loyalty to malls. In addition, MALLVAL and customer satisfaction mediate the relationship between the mall environment and customer loyalty. Finally, customer satisfaction mediates the relationship between MALLVAL and customer loyalty to malls. Some theoretical and managerial implications of these findings are discussed.

Original language	English
Pages (from-to)	217-227
Number of pages	11
Journal	Journal of Retailing and Consumer Services
Volume	31
DOIs	https://doi.org/10.1016/j.jretconser.2016.04.002
Publication status	Published - Jul 1 2016

Keywords

Atmospherics
Customer loyalty
Customer perceived value
Customer satisfaction
Mall environment
Malls
SEM
UAE

ASJC Scopus subject areas

Marketing

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10.1016/j.jretconser.2016.04.002

Cite this

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title = "An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context",

abstract = "This study aims to investigate through structural equation modelling (SEM) the relationships between the shopping environment, customer perceived value, customer satisfaction, and customer loyalty in regard to malls in the United Arab Emirates (UAE). The main results of this study show that the mall environment is an antecedent of the customer perceived value of malls (MALLVAL) and customer satisfaction. MALLVAL has a significant positive effect on both customer satisfaction and customer loyalty to malls. In addition, MALLVAL and customer satisfaction mediate the relationship between the mall environment and customer loyalty. Finally, customer satisfaction mediates the relationship between MALLVAL and customer loyalty to malls. Some theoretical and managerial implications of these findings are discussed.",

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AU - Eid, Riyad

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AB - This study aims to investigate through structural equation modelling (SEM) the relationships between the shopping environment, customer perceived value, customer satisfaction, and customer loyalty in regard to malls in the United Arab Emirates (UAE). The main results of this study show that the mall environment is an antecedent of the customer perceived value of malls (MALLVAL) and customer satisfaction. MALLVAL has a significant positive effect on both customer satisfaction and customer loyalty to malls. In addition, MALLVAL and customer satisfaction mediate the relationship between the mall environment and customer loyalty. Finally, customer satisfaction mediates the relationship between MALLVAL and customer loyalty to malls. Some theoretical and managerial implications of these findings are discussed.

KW - Atmospherics

KW - Customer loyalty

KW - Customer perceived value

KW - Customer satisfaction

KW - Mall environment

KW - Malls

KW - SEM

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An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context

Abstract

Keywords

ASJC Scopus subject areas

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