SHOPPING MALL ATTRIBUTES ON CUSTOMER LOYALTY: AN EMPIRICAL STUDY IN SEREMBAN CITY
DOI:
https://doi.org/10.55197/qjssh.v7i4.1263Keywords:
attributes, customers’ loyalty, customers’ experience, relevance, service qualityAbstract
The retail industry in Malaysia is dominated by several key players, including both local and international retailers. It has made influential contributions to the national economic performance over the decades. Due to its significant contributions to the economy, this sector needs major attention to ensure the sustainability of economic success. The growing competition between shopping malls demands effective and strategic measures to offer pleasant shopping experiences to shopping mall visitors. To ensure long-term sustainability, mall operators must bridge the gap between customer expectations and mall attributes. This is to ensure the economic prosperity of the retail industry. This paper aims to explore the relationship between shopping mall attributes and customer satisfaction. This research carried out a quantitative methodology by distributing questionnaires to the respondents. The Relative Importance Index (RII) is implemented to analyse the data collected from 143 samples of respondents by using the convenience sampling technique. The study found that reachability was ranked as the most important attribute that impacted customer satisfaction, followed by service quality, facilities and amenities, entertainment, ambience and pricing and promotion of the products. The results suggest strategic innovative measures to improve customer experience and satisfaction to keep the economic benefits and tremendous turnover.
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Copyright (c) 2026 NAJMA AZMAN, MOHAMAD HAIZAM MOHAMED SARAF, NOR NAZIHAH CHUWENI, MOHAMMAD FITRY MD WAZIR, MUHAMMAD HILMI MOHAMAD, MOHD NASURUDIN HASBULLAH
This work is licensed under a Creative Commons Attribution 4.0 International License.
