ANTECEDENTS OF SHOPPING CENTRE SELECTION AND RE-PATRONAGE BEHAVIOUR: A SMART PLS STRUCTURAL EQUATION MODELLING APPROACH
DOI:
https://doi.org/10.19166/derema.v20i1.9668Trefwoorden:
consumer behavior, repatronage intentions, Satisafaction, shopping center selection, PLS Structural Equation ModellingSamenvatting
The study aimed to analyse factors influencing customer shopping centre selection and re-patronage behaviour and to evaluate the mediating power of customer experience and satisfaction towards their re-patronage intentions. An empirical examination of a proposed conceptual model represented by specific variables was offered. Data were collected from 349 respondents utilising an online structured self-administered questionnaire, applying a convenience non-probability sampling method. Partial Least Squares Structural Equation Modelling (PLS-SEM) approach was executed to assess the model via two-step data analysis: measurement and structural model assessments. The study contributes to the literature by proposing a conceptual model and advocates valued information to shopping centre managers concerning marketing strategies to attract more customers. The study results reveal that customer shopping centre re-patronage intention is built on various attributes offering shopping centre managers prospects of enhancing customer hedonic consumption experiences, apart from securing their re-patronage intentions. Propositions for future research are also presented.
ABSTRAK DALAM BAHASA INDONESIA
Penelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi pemilihan pusat perbelanjaan oleh pelanggan serta perilaku kunjungan ulang mereka, serta mengevaluasi peran mediasi dari pengalaman dan kepuasan pelanggan terhadap niat kunjungan ulang tersebut. Sebuah pemeriksaan empiris terhadap model konseptual yang diusulkan—yang direpresentasikan oleh variabel-variabel tertentu—disajikan dalam studi ini. Data dikumpulkan dari 349 responden melalui kuesioner daring terstruktur yang diisi secara mandiri, dengan menggunakan metode pengambilan sampel non-probabilitas secara kebetulan (convenience sampling). Pendekatan Partial Least Squares Structural Equation Modelling (PLS-SEM) digunakan untuk menguji model melalui dua tahap analisis data: penilaian model pengukuran dan penilaian model struktural. Penelitian ini memberikan kontribusi terhadap literatur dengan mengusulkan model konseptual serta memberikan informasi yang berharga bagi manajer pusat perbelanjaan dalam merancang strategi pemasaran guna menarik lebih banyak pelanggan. Hasil penelitian menunjukkan bahwa niat pelanggan untuk mengunjungi kembali pusat perbelanjaan didasarkan pada berbagai atribut, yang memberikan peluang bagi manajer pusat perbelanjaan untuk meningkatkan pengalaman konsumsi hedonis pelanggan, selain memastikan kunjungan ulang mereka. Usulan untuk penelitian di masa depan juga turut disampaikan.
Referenties
Ajzen, I., & Fishbein, M. (1977). Attitude-behavior relations: A theoretical analysis and review of empirical research. Psychological Bulletin, 84(5), 888-918. https://doi.org/10.1037/0033-2909.84.5.888
Ajzen, I., & Fishbein, M. (2000). Attitudes and the Attitude-Behavior Relation: Reasoned and Automatic Processes. European Review of Social Psychology, 11(1), 1–33. https://doi.org/10.1080/14792779943000116.
Alflayyeh, S., Haseebullah, S., & Belhaj, F. A. (2020). The impact of coronavirus (COVID-19) pandemic on retail business in Saudi Arabia: A theoretical review. European Journal of Molecular & Clinical Medicine, 7(1), 3547-3554.
Altkorn, J., & Kramer, T. (1998). Leksykon marketingu. Warszawa: Polskie Wydawnictwo Ekonomiczne.
Amoah, F., Radder, L., & van Eyk, M. (2016). Perceived experience value, satisfaction and behavioural intentions: A guesthouse experience. African Journal of Economic and Management Studies, 7(3), 419-433. https://doi.org/10.1108/AJEMS-10-2015-0121.
Anselmsson, J. (2016). Effects of shopping centre re-investments and improvements on sales and visit growth. Journal of Retailing & Consumer Services, 32, 139-150. https://doi.org/10.1016/j.jretconser.2016.06.009
Asmare, A., & Zewdie, S. (2022). Omni-channel retailing strategy: A systematic review. The International Review of Retail, Distribution and Consumer Research, 32(1), 59-79. https://doi.org/10.1080/09593969.2021.2024447
Atulkar, S., & Kesari, B. (2017). Satisfaction, loyalty and repatronage intentions: Role of hedonic shopping values. Journal of Retailing and Consumer Services, 39, 23-34. https://doi.org/10.1016/j.jretconser.2017.06.013
Bäckström, K. (2011). Shopping as leisure: An exploration of manifoldness and dynamics in consumers shopping experiences. Journal of Retailing and Consumer Services, 18(3), 200-209. https://doi.org/10.1016/j.jretconser.2010.09.009
Baker, J., & Wakefield, K. L. (2012). How consumer shopping orientation influences perceived crowding, excitement and stress at the mall. Journal of the Academy of Marketing Science, 40(6), 791-806. https://doi.org/10.1007/s11747-011-0284-z
Badar, M. S., & Irfan, M. (2018). Shopping mall services and customer purchase intention along with demographics. Journal of Market-Focused Management, 1−17.). https://shs.hal.science/halshs-01839613v1
Banks, S. (1950). Relationships between preference and purchase of brands. Journal of Marketing, 15(2), 145-157. https://doi.org/10.1177/002224295001500202
Becker, L., & Jaakkola, E. (2020). Customer experience: Fundamental premises and implications for research. Journal of the Academy of Marketing Science, 48(4), 630–648. https://doi.org/10.1007/s11747-019-00718-x
Beckers, J., Birkin, M., Clarke, G., Hood, N., Newing, A., & Urquhart, R. (2022). Incorporating e‐commerce into retail location models. Geographical Analysis, 54(2), 274-293. https://doi.org/10.1111/gean.12285
Behera, R. K., Bala, P. K., & Rana, N. P. (2023a). Creation of sustainable growth with explainable artificial intelligence: An empirical insight from consumer packaged goods retailers. Journal of Cleaner Production, 399, 136605. https://doi.org/10.1016/j.jclepro.2023.136605
Behera, R. K., Bala, P. K., Tata, S. V., & Rana, N. P. (2023b). Retail atmospherics effect on store performance and personalised shopper behaviour: A cognitive computing approach. International Journal of Emerging Markets, 18(8), 1948-1977. https://doi.org/10.1108/ijoem-03-2021-0433
Berman, B., & Evans, R. J. (2013). Retail Management, a Strategic Approach (8th ed.). Pearson.
Bloemer, J. M. M., & Odekerken-Schröder, G. J. (2002). Store satisfaction and store loyalty explained by customer-and store-related factors. Journal of Consumer Satisfaction/Dissatisfaction and Complaining Behaviour, 15, 68-80.
Borgers, A., & Vosters, C. (2011). Assessing preferences for mega shopping centres: A conjoint measurement approach. Journal of Retailing & Consumer Services, 18(4), 322-332. https://doi.org/10.1016/j.jretconser.2011.02.006
Borgers, A., Brouwer, M., Kunen, T., Jessurun, J., & Janssen, I. (2010). A virtual reality tool to measure shoppers’ tenant mix preferences. Computers, Environment and Urban Systems, 34(5), 377-388. http://dx.doi.org/10.1287/inte.18.2.1
Business Tech. (2018, March 25). These are the biggest shopping malls in South Africa. BusinessTech. https://businesstech.co.za/news/business/246279/these-are-the-biggest-shopping-malls-in-south-africa/
Calvo-Porral, C., & Lévy-Mangín, J. P. (2018). Pull factors of the shopping malls: An empirical study. International Journal of Retail & Distribution Management, 46(2), 110-124. https://doi.org/10.1108/ijrdm-02-2017-0027
Chebat, J. C., El Hedhli, K., & Sirgy, M. J. (2009). How does shopper-based mall equity generate mall loyalty? A conceptual model and empirical evidence. Journal of Retailing and Consumer Services, 16(1), 50-60. https://doi.org/10.1016/j.jretconser.2008.08.003
Chebat, J. C., Michon, R., Haj-Salem, N., & Oliveira, S. (2014). The effects of mall renovation on shopping values, satisfaction and spending behaviour. Journal of Retailing and Consumer Services, 21(4),610-618. https://doi.org/10.1016/j.jretconser.2014.04.010
Chebat, J. C., Sirgy, M. J., & Grzeskowiak, S. (2010). How can shopping mall management best capture mall image? Journal of Business Research, 63(7), 735-740. https://doi.org/10.1016/j.jbusres.2009.05.009
Chiu, W., Shin, S., & Lee, H. W. (2017). Value co-creation in fitness centers: The role of customer citizenship behavior on perceived value, satisfaction, and repurchase intention. In Y. Aksoy & E. A. A. Pelin (Eds.), Handbook of research on strategic alliances and value co-creation in the service industry (pp. 16-35). IGI Global. https://doi.org/10.4018/978-1-5225-2084-9.ch021
Churchill, G. A., Jr., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491–504. https://doi.org/10.1177/002224378201900410
Clulow, V., & Reimers, V. (2009). Retail centres: It’s time to make them convenient. International Journal of Retail & Distribution Management, 37(7), 541-562. https://doi.org/10.1108/09590550910964594
Correia-Loureiro, S. M., & Roschk, H. (2014). Differential effects of atmospheric cues on emotions and loyalty intentions with respect to age under online/offline environment. Journal of Retailing and Consumer Services, 21(2), 211-219. https://doi.org/10.1016/j.jretconser.2013.09.001
Delafrooz, N., Paim, L. H. J., & Khatibi, A. (2009). Developing an instrument for measurement of attitude toward online shopping. European Journal of Social Sciences, 7(3), 166-177.
Dharmawirya, M., & Smith, B. A. (2012). Analysis of consumer repurchase intention towards online shopping in Indonesia’s online retail business market. International Journal of E-Education, E-Business, E-Management and E-Learning, 2(3), 202-205. https://doi.org/10.7763/ijeeee.2012.v2.109
Dubihlela, J., & Chauke, X. D. (2016). South African Generation-X online shopper satisfaction and their repurchase intentions. Investment Management and Financial Innovations, 13(3-2), 121-129. https://doi.org/10.21511/imfi.13(3-2).2016.09
Ebrahim, R., Ghoneim, A., Irani, Z., & Fan, Y. (2016). A brand preference and repurchase intention model: The role of consumer experience. Journal of Marketing Management, 32(13–14), 1230–1259. https://doi.org/10.1080/0267257X.2016.1150322
El‐Adly, M. I., & Eid, R. (2015). Measuring the perceived value of malls in a non‐Western context: The case of the UAE. International Journal of Retail & Distribution Management, 43(9), 849 – 869. https://doi.org/10.1108/ijrdm-04-2014-0045
El-Adly, M. I., & Eid, R. (2016). An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context. Journal of Retailing and Consumer Services, 31, 217-227. https://doi.org/10.1016/j.jretconser.2016.04.002
El-Adly, M. I., Souiden, N., & Khalid, A. (2024). The impact of emotional perceived value on hotel guests’ satisfaction, affective commitment, and loyalty. Consumer Behavior in Tourism and Hospitality, 19(4), 551-567. https://doi.org/10.1108/cbth-11-2023-0207
Fishbein, M., & Ajzen, I. (2010). Predicting and changing behavior: The reasoned action approach. Psychology Press.
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research. Addison-Wesley.
Garrouch, K., Mzoughi, M. N., & Chaieb, S. (2020). An integrative model of the impact of the store environment in supermarkets and hypermarkets. Recherches en Sciences de Gestion, 138(3), 183-212. https://doi.org/10.3917/resg.138.0183
Grimmer, M., Ashley, P. K., & Miles, M. (2016). The effect of purchase situation on realised pro-environmental consumer behaviour. Journal of Business Research, 89(5), 1582-1586. https://doi.org/10.1016/j.jbusres.2015.10.021
Gulera, D., & Parmar, Y. S. (2015). A study of consumer preference for smartphone: A case of Solan town of Himachal Pradesh. International Journal of Management Research & Review, 5(3), 1-20.
Gupta, A., Mishra, V., & Tandon, A. (2020). Assessment of shopping mall customers’ experience through criteria of attractiveness in Tier-II and Tier-III Cities of India: An Exploratory Study. American Business Review, 23(1), 70-93. https://doi.org/10.37625/abr.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM) (3rd ed.). SAGE Publications.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd ed.). SAGE.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24. https://doi.org/10.1108/ebr-11-2018-0203
Han, Z., & Johnson, M. S. (2019). Global- and item-level model fit indices. In A. A. Rupp & J. Templin (Eds.), Handbook of diagnostic classification models: Models and model extensions, applications, software packages (pp. 265–285). Springer. https://doi.org/10.1007/978-3-030-05584-4_13
Harappa. (2023, October 9). The S-O-R model. Harappa Diaries. https://harappa.education/harappa-diaries/what-is-sor-model/
Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology research: Updated guidelines. Industrial Management & Data Systems, 116(1), 2-20. https://doi.org/10.1108/imds-09-2015-0382
Hira, F., & Mehvish, R. (2012). Determining the factors affecting consumer loyalty towards shopping malls. Global Advanced Research Journal of Management and Business Studies, 1(4), 34-140.
Homans, G. C. (1958). Social behavior as exchange. American Journal of Sociology, 63(6), 597-606. https://doi.org/10.1086/222355
Howard, J. D., & Sheth, J. N. (1969). The theory of buyer behavior. John Wiley & Sons.
Hu, H., & Jasper, C. R. (2018). Understanding the shopping experience and its implications for malls as marketing media: Attracting and retaining customers through fashion, service, and improved food options. Journal of Advertising Research, 58(2), 151-164. https://doi.org/10.2501/jar-2018-024
Hui, E. C., Zhang, P. H., & Zheng, X. (2013). Facilities management service and customer satisfaction in shopping mall sector. Facilities, 31(5/6), 194-207. https://doi.org/10.1108/02632771311307070
Human, G., Ferreira, C. C., Robertson, J., & Whiterspoon, M. (2020). Customer experience, satisfaction and loyalty in business-to-business markets: Does the chain hold across customer segments? Acta Commercii 20(1), a855. https://doi.org/10.4102/ac.v20i1.855
Hume, C., Fraser, A. M., Saren, G., Fry, G., & Cheetham, J. W. (2020). Shopping experience enjoyment: Impact on customers’ repatronage intentions and gender influence. The Service Industries Journal, 40(3–4), 229–275. https://doi.org/10.1080/02642069.2020.1724384
Idoko, E. C., Ukenna, S. I., & Obeta, C. E. (2019). Determinants of shopping mall patronage frequency in a developing economy: Evidence from Nigerian mall shoppers. Journal of Retailing and Consumer Services, 48, 186- 201. https://doi.org/10.1016/j. jretconser.2019.02.001
Jalil, N. A., & Yeik, K. K. (2019). Systems, design and technologies anxieties towards use of self-service checkout. In Proceedings of the 2019 3rd International Conference on Education and E-Learning, 122-127. https://doi.org/10.1145/3371647.3371664
Jones, P. (1991). Regional shopping centres: the planning issues. Service Industries Journal, 11(2), 171-178. https://doi.org/10.1080/02642069100000026
Juhari, N. H., Ali, H. M., & Khair, N. (2012). The shopping mall servicescape affects customer satisfaction. Proceedings of the 3rd International Conference on Business and Economic Research (ICBER 2012), Indonesia, March 12–13 (pp. 617–632).
Kajalo, S., & Lindblom, A. (2010). The perceived effectiveness of surveillance in reducing crime at shopping centers in Finland. Property Management, 28(1), 47-59. https://doi.org/10.1108/02637471011017172
Karim, M. W., Chowdhury, M. A. M., Al Masud, M. A., & Arifuzzaman, M. (2021). Analysis of factors influencing impulse buying behavior towards e-tailing sites: An application of the S-O-R model. Contemporary Management Research, 17(2), 97–126. https://doi.org/10.7903/cmr.20457
Katrodia, A., Naude, M., & Soni, S. (2018). Determinants of shopping and buying behaviour: A case at Durban shopping malls. African Journal of Business and Economic Research, 13(1), 219–241. https://doi.org/10.31920/determinants_of_shopping_and_buying_behaviour
Keiningham, T., Aksoy, L., Bruce, H. L., Cadet, F., Clennell, N., Hodgkinson, I. R., & Kearney, T. (2020). Customer experience driven business model innovation. Journal of Business Research, 116, 431–440. https://doi.org/10.1016/j.jbusres.2019.08.003
Kesari, B., & Atulkar, S. (2016). Satisfaction of mall shoppers: A study on perceived utilitarian and hedonic shopping values. Journal of Retailing and Consumer Services, 31(1), 22–31. https://doi.org/10.1016/j.jretconser.2016.03.005
Khurana, T., & Dwivedi, S. (2017). Customer satisfaction towards mall attributes in shopping malls of Udaipur. International Journal of Environment, Ecology, Family and Urban Studies, 7(2), 25–28.
Kim, H. J. (2016). A study on the relationship among service quality, experiential value, satisfaction and revisit intention. Korea Trade Exhibition Review, 11(1), 51-74. https://doi.org/10.16938/ijtfs.2016.11.1.051
Kiriri, P. N. (2019). The role of anchor tenant in driving traffic in a shopping mall: The case of Nakumatt exit from three shopping malls in Nairobi. Journal of Language, Technology and Entrepreneurship in Africa, 10(1), 151–162.
Kirkup, M., & Rafiq, M. (1994). Managing tenant mix in new shopping centres. International Journal of Retail and Distribution Management, 22(6), 29–37. https://doi.org/10.1108/09590559410070303
Knekta, E., Runyon, C., & Eddy, S. (2019). One size doesn’t fit all: Using factor analysis to gather validity evidence when using surveys in your research. CBE—Life Sciences Education, 18(1), rm1. https://doi.org/10.1187/cbe.18-04-0064
Kock, N. (2017). Common method bias: A full collinearity assessment method for PLS-SEM. In H. Latan & R. Noonan (Eds.), Partial least squares path modeling: Basic concepts, methodological issues and applications (pp. 245–257). Springer. https://doi.org/10.1007/978-3-319-64069-3_11
Köksal, Y., & Penez, S. (2015). Investigation of the important factors influencing web trust in online shopping. Journal of Marketing Management, 6(1), 28–40.
Kotzé, T., North, E., Stols, M., & Venter, L. (2012). Gender differences in sources of shopping enjoyment. International Journal of Consumer Studies, 36(4), 416-424. https://doi.org/10.1111/j.1470-6431.2011.01060.x
Kranzbühler, A. M., Kleijnen, M. H. P., Morgan, R. E., & Teerling, M. (2018). The multilevel nature of customer experience research: An integrative review and research agenda. International Journal of Management Reviews, 20(2), 433–456. https://doi.org/10.1111/ijmr.12140
Kronlid, C., & Baraldi, E. (2020). Time-constrained interactions in public-private collaboration projects: The case of ENABLE. Journal of Business & Industrial Marketing, 35(6), 1037–1050. https://doi.org/10.1108/jbim-05-2019-0221
Kumar, A., & Kashyap, A. K. (2023). Role of mall attractiveness in shaping fashion shopping orientation of apparel shoppers: A segmentation approach. Research Journal of Textile and Apparel, 27(1), 19-35. https://doi.org/10.1108/rjta-05-2021-0063
Kuo, S. T., Jahn, R. L., Cheng, Y. J., Chen, Y. L., Lee, Y. J., Hollfelder, F., ... & Chou, H. H. D. (2020). Global fitness landscapes of the Shine-Dalgarno sequence. Genome Research, 30(5), 711-723. https://doi.org/10.1101/gr.260182.119
Kuruvilla, S. J., & Joshi, N. (2010). Influence of demographics, psychographics, shopping orientation, mall shopping attitude and purchase patterns on mall patronage in India. Journal of Retailing and Consumer Services, 17(4), 259-269. https://doi.org/10.1016/j.jretconser.2010.02.003
Kushwaha, T., Ubeja, S., & Chatterjee, A. S. (2017). Factors Influencing Selection of Shopping Malls: An Exploratory Study of Consumer Perception. Vision, 21(3), 1-10. https://doi.org/10.1177/0972262917716761
Kyauk, S. T., & Chaipoopirutana, S. (2014). Factors influencing repurchase intention: A case study of Xyz.com online shopping website in Myanmar. In Proceedings of the International Conference on Trends in Economics, Humanities and Management (ICTEHM’14) (pp. 177–180). Pattaya, Thailand, August 13–14. https://doi.org/10.15242/icehm.ed0814092
Kyriazis, A. N., & Cloete, C. (2018). Tenant mix in shopping centres: South Africa and the United Kingdom compared. Journal of Business and Retail Management Research, 12(2). https://doi.org/10.24052/jbrmr/v12is02/tmiscsaatukc
Laing, A., & Royle, J. (2013). Bookselling online: An examination of consumer behaviour patterns. Publishing Research Quarterly, 29, 110-127. https://doi.org/10.1007/s12109-013-9318-3
Lefcheck, J. S. (2016). PiecewiseSEM: Piecewise structural equation modelling in R for ecology, evolution, and systematics. Methods in Ecology and Evolution, 7(5), 573-579. https://doi.org/10.1111/2041-210x.12512
Lemarchand, N. (2021). Mega-mall, global city and social issues of our times: The case of Europacity in Paris. Cities, 114, 103205. https://doi.org/10.1016/j.cities.2021.103205
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420
Li, X., Dahana, W. D., Ye, Q., Peng, L., & Zhou, J. (2021). How does shopping duration evolve and influence buying behavior? The role of marketing and shopping environment. Journal of Retailing and Consumer Services, 62, 102607. https://doi.org/10.1016/j.jretconser.2021.102607
Line, N. D., & Hanks, L. (2019). Boredom-induced switching behavior in the restaurant industry: The mediating role of attachment. Journal of Hospitality & Tourism Research, 43(1), 101-119. https://doi.org/10.1177/1096348018762579
Lubis, A. N. (2018). Evaluating the customer preferences of online shopping: Demographic factors and online shop application issue. Journal of Academy of Strategic Management, 17(2), 1-13.
Lubis, A. N., Lumbanraja, P., Lubis, R. R., & Hasibuan, B. K. (2017). A study of service quality, corporate social responsibility, image hospital, and hospital value creation in Medan. European Research Studies Journal, 20(4), 125-133. https://doi.org/10.35808/ersj/879
Lusch, R. F., Dunne, P. M., & Carver, J. R. (2011). Introduction to retailing (7th ed.). South-Western Cengage Learning.
Maher, G. E., & Ana, M. S. (2019). Entertain me, I’ll stay longer! The influence of types of entertainment on mall shoppers’ emotions and behavior. Journal of Consumer Marketing, 37(1), 87–98. https://doi.org/10.1108/JCM-03-2019-3129
Mahin, M. A., & Adeinat, M. A. (2020). Factors driving customer satisfaction at shopping mall food courts. International Business Research, 13(3), 27-38. https://doi.org/10.5539/ibr.v13n3p27
Makgopa, S. (2016). Determining consumers' reasons for visiting shopping malls. Innovative Marketing, 12(2), 22-27. https://doi.org/10.21511/im.12(2).2016.03
Makhitha, K. M. (2023). Attributes influencing consumers’ selection of a shopping centre: The demographic impact. Expert Journal of Marketing, 11(1), 48-66.
Mehrabian, A., & Russell, J. A. (1974). The basic emotional impact of environments. Perceptual and Motor Skills, 38(1), 283-301. https://doi.org/10.2466/pms.1974.38.1.283
Mehrabian, A., & Russell, J. A. (1974). An Approach to Environmental Psychology. MIT Press.
Mentz, R. F. (2023). Shopping centres in South Africa: Urbanism gets the cold shoulder. The reimagining of introverted shopping centres into responsive urban environments through design: The case of Menlyn Park Shopping Centre [Master’s dissertation, University of the Witwatersrand, Johannesburg]. WIReDSpace. https://hdl.handle.net/10539/38865
Nadiri, H., & Gunay, G. N. (2013). An empirical study to diagnose the outcomes of customers’ experiences in trendy coffee shops. Journal of Business Economics and Management, 14(1), 22-53. https://doi.org/10.3846/16111699.2011.631742
Ntlhe, D. (2023). The social dimension of shopping centres in South Africa. Journal of Business and Management Review, 4(4), 270-282. https://doi.org/10.47153/jbmr44.6352023
Nitzl, C. (2016). The use of partial least squares structural equation modelling (PLS-SEM) in management accounting research: Directions for future theory development. Journal of Accounting Literature, 37, 19–35. https://doi.org/10.1016/j.acclit.2016.09.003
Nsairi, Z. B. (2012). Managing browsing experience in retail stores through perceived value: Implications for retailers. International Journal of Retail & Distribution Management, 40(9), 676-698. https://doi.org/10.1108/09590551211255965
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. https://doi.org/10.1177/002224378001700405
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: Foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311-336. https://doi.org/10.1016/s0022-4359(97)90021-x
Olivier, S. H. (2007). The impact of the development of convenience shopping centres on the patronage of regional shopping centres [Master’s dissertation, University of Johannesburg].
Ortegón-Cortázar, L., & Gómez Rodríguez, A. (2017). Gestión del marketing sensorial sobre la experiencia del consumidor. Revista de Ciencias Sociales, 22(3), 67-83. https://doi.org/10.31876/rcs.v22i3.24869
Pan, Y., & Zinkhan, G. M. (2006). Determinants of retail patronage: A meta‐analytical perspective. Journal of Retailing, 82(3), 229–243. https://doi.org/10.1016/j.jretai.2005.11.008
Parasuraman, A., Ball, J., Aksoy, L., Keiningham, T. L., & Zaki, M. (2021). More than a feeling? Toward a theory of customer delight. Journal of Service Management, 32(1), 1–26. https://doi.org/10.1108/JOSM-03-2019-0094
Park, K. S., Brumberg, A., & Yonezawa, K. (2021). A survey of shopping changes under COVID-19. Journal of Food Distribution Research, 52(1), 69-76. https://doi.org/10.22004/ag.econ.313453
Pokorska, B., & Maleszyk, E. (2002). Koncentracja i integracja w handlu wewnętrznym [in Polish]. PWE.
Prinsloo, D. A. (2010). Classification and hierarchy of retail facilities in South Africa (pp. 1–76). Urban Studies. http://www.urbanstudies.co.za/New-RetailClassification-2010.pdf
Puccinelli, N. M., Goodstein, R. C., Grewal, D., Price, R., Raghubir, P., & Stewart, D. (2009). Customer experience management in retailing: Understanding the buying process. Journal of Retailing, 85(1), 15-30. https://doi.org/10.1016/j.jretai.2008.11.003
Roschk, H., & Hosseinpour, M. (2020). Pleasant ambient scents: A meta-analysis of customer responses and situational contingencies. Journal of Marketing, 84(1), 125-145. https://doi.org/10.1177/0022242919881137
Ryu, K., Han, H., & Jang, S. (2010). Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast‐casual restaurant industry. International Journal of Contemporary Hospitality Management, 22(3), 416-432. https://doi.org/10.1108/09596111011035981
Saber, J. M., Lajis, N. A. A., Sandikau, E. N. R., Salim, A., Ibrahim, M . Z. F., & Mustapha, R. I. P. (2017). The effects of parking convenience towards customer retention in Gurney Drive, Penang: A Preliminary Study. International Academic Research Journal of Social Science, 3(1), 1-5.
Saidon, J., Musa, R., Yusuf, N. M., & Saihani, S. B. (2021). The effects of shopping mall attributes on experience quality and engagement behaviour: Does gender matter? International Journal of Academic Research in Business and Social Sciences, 11(9), 1819-1831. https://doi.org/10.6007/ijarbss/v11-i9/11255
Sharma, R., Mohan, M., & Gupta, S. K. (2022). The effect of mall ambiance, layout, and utility on consumers’ escapism and repurchase intention. Innovative Marketing, 18(4), 161-173. https://doi.org/10.21511/im.18(4).2022.14
Sheth, J. N. (1981). An integrative theory of patronage preference and behavior (Vol. 9, 9–28). College of Commerce and Business Administration, Bureau of Economic and Business Research, University of Illinois.
Sheth, J. N. (1983). An integrative theory of patronage preference and behavior. In W. R. Darden & R. F. Lusch (Eds.), Patronage behavior and retail management (9–28). Elsevier Science Publishing.
Shukla, P., Banerjee, M., & Singh, J. (2016). Consumer commitment to luxury brands: Antecedents and Consequences. Journal of Business Research, 69(1), 323-331. https://doi.org/10.1016/j.jbusres.2015.08.004
Singh, H., & Prashar, S. (2013). Factors defining shopping experience: An analytical study of Dubai. Asian Journal of Business Research, 3(1), 36-51. https://doi.org/10.14707/ajbr.130003
Singh, R., & Söderlund, M. (2020). Extending the experience construct: An examination of online grocery shopping. European Journal of Marketing, 54(10), 2419-2446. https://doi.org/10.1108/ejm-06-2019-0536
Slack, N. J., & Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction. The TQM Journal, 32 (3), 543-558. https://doi.org/10.1108/tqm-07-2019-0187
Sale, M. C. (2017). The impact of a shopping centre on the value of adjacent residential properties. Studies in Economics and Econometrics, 41(1), 55-72. https://doi.org/10.1080/10800379.2017.12097308
Sandler, B. J., & Kim, J. J. (2019). Navigating the retail apocalypse. New York Law Journal, 262, 59.
Schmitt, B. (1999). Experiential marketing. Journal of Marketing Management, 15(1-3), 53-67. https://doi.org/10.1362/026725799784870496
Shen, K., & Shen, H. (2021). Chinese traditional village residents’ behavioural intention to support tourism: An extended model of the theory of planned behaviour. Tourism Review, 76(2), 439–459. https://doi.org/10.1108/TR-11-2019-0451
Siqueira, J. R., ter Horst, E., Molina, G., Losada, M., & Mateus, M. A. (2020). A Bayesian examination of the relationship of internal and external touchpoints in the customer experience process across various service environments. Journal of Retailing and Consumer Services, 53, Article 102009. https://doi.org/10.1016/j.jretconser.2019.102009
South African Council of Shopping Centers. (2016). Online vs in-store shopping: Convenience, experience, price. http://urbanstudies.co.za/wp-content/uploads/2016/11/SACSC-ResearchReport-Urban-Studies-Online-VS-In-Store-Shopping.pdf
Su, L., & Huang, Y. (2019). How does perceived destination social responsibility impact revisit intentions: The mediating roles of destination preference and relationship quality. Sustainability, 11(1), 133. https://doi.org/10.3390/su11010133
Talwar, S., Jabeen, F., Tandon, A., Sakashita, M., & Dhir, A. (2021). What drives willingness to purchase and stated buying behavior toward organic food? A stimulus-organism-behavior-consequence (SOBC) perspective. Journal of Cleaner Production, 293, Article 125882. https://doi.org/10.1016/j.jclepro.2021.125882
Thompson, C. G., Kim, R. S., Aloe, A. M., & Becker, B. J. (2017). Extracting the variance inflation factor and other multicollinearity diagnostics from typical regression results. Basic and Applied Social Psychology, 39(2), 81-90. https://doi.org/10.1080/01973533.2016.1277529
Terblanche, N. S. (2018). Revisiting the supermarket in-store customer shopping experience. Journal of Retailing and Consumption Services, 40, 48-59. https://doi.org/10.1016/j.jretconser.2017.09.004
Thanasi-Boçe, M., Kwiatek, P., & Labadze, L. (2021). The importance of distance and attraction in patronizing a shopping mall. Journal of Place Management and Development, 14(2), 222-238. https://doi.org/10.1108/jpmd-06-2020-0053
Tsai, S. P. (2010). Shopping mall management and entertainment experience: Across-regional investigation. The Service Industries Journal, 30(3), 321–337. https://doi.org/10.1080/02642060802123376
Tustin, D. H., & Strydom, J. W. (2006). The potential impact of formal retail chains' expansion strategies on retail township development in South Africa. Southern African Business Review, 10(3), 48–66. https://hdl.handle.net/10520/EJC92840
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31-41. https://doi.org/10.1016/j.jretai.2008.11.001
Wang, K., Tai, J. C. F., & Chang, H. L. (2021). Influences of place attachment and social media affordances on online brand community continuance. Information Systems and eBusiness Management, 19(2), 459-493. https://doi.org/10.1007/s10257-019-00418-7
Wirtz, B. W. (2024). Digital business strategy. In Digital business and electronic commerce: Strategy, business models and technology (pp. 639–716). Springer International Publishing.
Yeap, J. A., Ong, K. S. G., Yapp, E. H., & Ooi, S. K. (2020). Hungry for more: Understanding young domestic travelers’ return for Penang street food. British Food Journal, 122(6), 1935-1952. https://doi.org/10.1108/bfj-09-2018-0632
Yeo, A. C. M., Ong, W. M., & Kwek, C. L. (2019). The antecedents influencing shoppers’ frequencies of visit and purchase intention in the shopping mall: A study on the pull factors. HOLISTICA – Journal of Business and Public Administration, 10(3), 53–74. https://doi.org/10.2478/hjbpa-2019-0029
Zhang, S., Shen, R., Wang, T., De Roeck, G. & Lombaert, G. (2018). A two-step FEM-SEM approach for wave propagation analysis in cable structures. Journal of Sound and Vibration, 415, 41-58. https://doi.org/10.1016/j.jsv.2017.11.002
Zuhri, S., & Ghozali, I. (2020). Architectural design practices in Surabaya: Shopping mall design with biophilic design approach. International Journal of Architecture, Arts and Application, 6(2), 17. https://doi.org/10.11648/j.ijaaa.20200602.11
##submission.downloads##
Gepubliceerd
Nummer
Sectie
Licentie
Copyright (c) 2025 Roy Malon Shamhuyenhanzva
Dit werk wordt verdeeld onder een Naamsvermelding-GelijkDelen 4.0 Internationaal licentie.
Authors who publish with this journal agree to the following terms:
1) Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC-BY-SA 4.0) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
2) Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
3) Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website). The final published PDF should be used and bibliographic details that credit the publication in this journal should be included.
Department of Management | Business School | Universitas Pelita Harapan | Indonesia | +62 21 546 0901 | jurnal.derema@uph.edu