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

    144 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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