<abstract xmlns="http://www.w3.org/1999/xhtml"><p>Tourism shopping has become an important motive for traveling. Yet, research on tourists’ satisfaction and loyalty towards shopping malls is still in the nascent stage. Given that, the objective of this study is to examine and justify the factors that influence tourists’ satisfaction during their shopping experiences. To test the proposed hypotheses of this study, 1000 self-administrated questionnaires were distributed using the convenience non-probability sampling method among international tourists who have visited the mega shopping malls in Malaysia. The findings revealed that variables like communication, accessibility, and convenience, tangibility and facilities, pleasure and entertainment, as well as product assortment have a positive and significant impact on tourists’ satisfaction and loyalty in the shopping malls. The contribution of this research is to evaluate the relationships between the variables and tourists’ shopping satisfaction. The findings of this research can assist the shopping mall management team to provide more tailor-made products and experience for tourists. In line with this, the theory of planned behavior, the disconfirmation model and stimulus-organism-response model are applied in this study.</p></abstract>

Tourism shopping has become an important motive for traveling. Yet, research on tourists’ satisfaction and loyalty towards shopping malls is still in the nascent stage. Given that, the objective of this study is to examine and justify the factors that influence tourists’ satisfaction during their shopping experiences. To test the proposed hypotheses of this study, 1000 self-administrated questionnaires were distributed using the convenience non-probability sampling method among international tourists who have visited the mega shopping malls in Malaysia. The findings revealed that variables like communication, accessibility, and convenience, tangibility and facilities, pleasure and entertainment, as well as product assortment have a positive and significant impact on tourists’ satisfaction and loyalty in the shopping malls. The contribution of this research is to evaluate the relationships between the variables and tourists’ shopping satisfaction. The findings of this research can assist the shopping mall management team to provide more tailor-made products and experience for tourists. In line with this, the theory of planned behavior, the disconfirmation model and stimulus-organism-response model are applied in this study.

Shopping Mall Attributes: Tourist Satisfaction and Loyalty

Malaysia University of Science and Technology

Management Dynamics in the Knowledge Economy

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

{"article-title":"Shopping Mall Attributes: Tourist Satisfaction and Loyalty"}

Tourism shopping has become an important motive for traveling. Yet, research on tourists’ satisfaction and loyalty towards shopping malls is still in the...

Shopping Mall Attributes: Tourist Satisfaction and Loyalty

Published Online: Mar 31, 2020

Page range: 571 - 590

Received: Jul 24, 2019

Accepted: Dec 05, 2019

DOI: https://doi.org/10.25019/mdke/7.4.08

Keywords
shopping mall design, tourism destination, tourist shopping preferences, tourist shopping habits, tourist shopping experiences, souvenir shopping

© 2019 Shaheen Mansori et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Shopping Mall Attributes: Tourist Satisfaction and Loyalty

Published Online: Mar 31, 2020

Page range: 571 - 590

Received: Jul 24, 2019

Accepted: Dec 05, 2019

DOI: https://doi.org/10.25019/mdke/7.4.08

Keywordsshopping mall design, tourism destination, tourist shopping preferences, tourist shopping habits, tourist shopping experiences, souvenir shopping

© 2019 Shaheen Mansori et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Keywords
shopping mall design, tourism destination, tourist shopping preferences, tourist shopping habits, tourist shopping experiences, souvenir shopping