The Relationship between Shopping Mall Attributes, Customer Satisfaction and Positive Word-of-mouth: China Visitors in Hong Kong

Abstract

The objective of this study is to develop a conceptual research model for examining relationships between shopping mall attributes, customer satisfaction and positive word-of-mouth. The proposed model has two features. First, it examines the influence of five shopping mall attributes (i.e. quality of customer services, convenience, mall environment, quality of retailers and rewards) on customer satisfaction. Second, it examines the influence of customer satisfaction on positive word-of-mouth recommendation. This empirical study was conducted in the context of Chinese visitors to malls in Hong Kong, travelling under the individual visitor scheme. After one month, 750 valid responses were successfully collected. The model was analysed using structural equation modeling. Consistent with previous research, the findings of this study support all hypotheses. This study has identified certain significant implications for researchers and shopping mall owners.