The shopping mall servicescape affects customer satisfaction
A comprehensive, attractive and well-functioning physical environment of the ‘servicescape’ in shopping malls can affect the level of customer satisfaction. Furthermore, issues with the servicescape in shopping malls, such as fewer parking spaces, dysfunctional closed-circuit television (CCTV), lack...
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2012
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الوصول للمادة أونلاين: | http://eprints.utm.my/id/eprint/40033/1/THE_SHOPPING_MALL_SERVICESCAPE_AFFECTS_CUSTOMER_SA.pdf http://eprints.utm.my/id/eprint/40033/ https://www.researchgate.net/publication/267406194_THE_SHOPPING_MALL_SERVICESCAPE_AFFECTS_CUSTOMER_SATISFACTION |
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my.utm.400332017-10-24T05:20:32Z http://eprints.utm.my/id/eprint/40033/ The shopping mall servicescape affects customer satisfaction Juhari, Nur Hafizah Mohd. Ali, Hishamuddin Khair, Nurhayati HD1394-1394.5 Real estate management A comprehensive, attractive and well-functioning physical environment of the ‘servicescape’ in shopping malls can affect the level of customer satisfaction. Furthermore, issues with the servicescape in shopping malls, such as fewer parking spaces, dysfunctional closed-circuit television (CCTV), lack of proper signage, unattractive layout and lack of ambience will decrease the number of customers. Most of the previous studies have focussed on a very specific element of the servicescape. This study discusses the combination of all relevant elements in the shopping mall’s servicescape. Thus, the purpose of this study is to provide the basic needs in facilitating the servicescape positioned on customer perception and expectations. This paper reviews the relevant elements in the shopping mall’s servicescape. Most of the literature suggested that appropriate servicescapes would provide an attraction to customers. Therefore, shopping mall managers should consider their allocation of the servicescape in the shopping mall. Further studies should investigate shoppers’ expectations in providing servicescape facilities, as the servicescape elements may not be consistent within different shopping malls. 2012-03 Conference or Workshop Item PeerReviewed application/pdf en http://eprints.utm.my/id/eprint/40033/1/THE_SHOPPING_MALL_SERVICESCAPE_AFFECTS_CUSTOMER_SA.pdf Juhari, Nur Hafizah and Mohd. Ali, Hishamuddin and Khair, Nurhayati (2012) The shopping mall servicescape affects customer satisfaction. In: 3rd International Conference On Business And Economic Research (3rd ICBER 2012), 12-13 March, 2012, Bandung, Indonesia. https://www.researchgate.net/publication/267406194_THE_SHOPPING_MALL_SERVICESCAPE_AFFECTS_CUSTOMER_SATISFACTION |
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HD1394-1394.5 Real estate management Juhari, Nur Hafizah Mohd. Ali, Hishamuddin Khair, Nurhayati The shopping mall servicescape affects customer satisfaction |
description |
A comprehensive, attractive and well-functioning physical environment of the ‘servicescape’ in shopping malls can affect the level of customer satisfaction. Furthermore, issues with the servicescape in shopping malls, such as fewer parking spaces, dysfunctional closed-circuit television (CCTV), lack of proper signage, unattractive layout and lack of ambience will decrease the number of customers. Most of the previous studies have focussed on a very specific element of the servicescape. This study discusses the combination of all relevant elements in the shopping mall’s servicescape. Thus, the purpose of this study is to provide the basic needs in facilitating the servicescape positioned on customer perception and expectations. This paper reviews the relevant elements in the shopping mall’s servicescape. Most of the literature suggested that appropriate servicescapes would provide an attraction to customers. Therefore, shopping mall managers should consider their allocation of the servicescape in the shopping mall. Further studies should investigate shoppers’ expectations in providing servicescape facilities, as the servicescape elements may not be consistent within different shopping malls. |
format |
Conference or Workshop Item |
author |
Juhari, Nur Hafizah Mohd. Ali, Hishamuddin Khair, Nurhayati |
author_facet |
Juhari, Nur Hafizah Mohd. Ali, Hishamuddin Khair, Nurhayati |
author_sort |
Juhari, Nur Hafizah |
title |
The shopping mall servicescape affects customer satisfaction |
title_short |
The shopping mall servicescape affects customer satisfaction |
title_full |
The shopping mall servicescape affects customer satisfaction |
title_fullStr |
The shopping mall servicescape affects customer satisfaction |
title_full_unstemmed |
The shopping mall servicescape affects customer satisfaction |
title_sort |
shopping mall servicescape affects customer satisfaction |
publishDate |
2012 |
url |
http://eprints.utm.my/id/eprint/40033/1/THE_SHOPPING_MALL_SERVICESCAPE_AFFECTS_CUSTOMER_SA.pdf http://eprints.utm.my/id/eprint/40033/ https://www.researchgate.net/publication/267406194_THE_SHOPPING_MALL_SERVICESCAPE_AFFECTS_CUSTOMER_SATISFACTION |
_version_ |
1643650413016121344 |
score |
13.154949 |