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

Research output: Contribution to journalArticlepeer-review

151 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 languageEnglish
Pages (from-to)217-227
Number of pages11
JournalJournal of Retailing and Consumer Services
Volume31
DOIs
Publication statusPublished - 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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