Attractiveness Factors Influencing Shoppers’ Satisfaction, Loyalty, and Word of Mouth: An Empirical Investigation of Saudi Arabia Shopping Malls

Abstract

The purpose of this research is to investigate the attractiveness factors influencing shoppers’ satisfaction, loyalty, and word of mouth in Saudi shopping mall centers. The independent variables were attractiveness factors represented by these variables namely aesthetic, convenience and accessibility, product variety, entertainment, and service quality. The dependent variables were shopper satisfaction, loyalty and WOM. A structured questionnaire was distributed to a sample of 600 shopping mall customers, representing all of the shopping malls shoppers in the city of Jeddah, Saudi Arabia. A purposive sampling technique was employed in this research. The multiple regression analysis showed the impact of shopping malls attractiveness factors on the shopper satisfaction. The attractiveness factors aesthetic, convenience and accessibility, product variety, entertainment, and service quality, had a positive effect on Saudi shopping mall shoppers’. The most significant factor was product variety. This research potentially contributes to shopping malls attractiveness factors and their impact on shoppers’ satisfaction in shopping malls of Saudi Arabia.