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

Dr. Chi Bo WONG
Dr. Chi Bo WONG * §
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Hing Cheong NG
Hing Cheong NG
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Man Ho WONG
Man Ho WONG
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§ Hong Kong Shue Yan University Hong Kong Shue Yan University

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

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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.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

Dr. Chi Bo WONG, Hing Cheong NG, Man Ho WONG. 1970. "The Relationship between Shopping Mall Attributes, Customer Satisfaction and Positive Word-of-mouth: China Visitors in Hong Kong". Global Journal of Management and Business Research - A: Administration & Management GJMBR-A Volume 12 (GJMBR Volume 12 Issue A3).

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords
China visitorsCustomer SatisfactionPositive word-of-mouth recommendationShopping mall attributes
Classification
GJMBR-A Classification FOR Code: 150501
150503
150505
JEL Code L81
M31
P46
  • Submission ReceivedDecember 22, 2011
  • Peer Review Double Blind
    Handling Editor
  • Accepted January 21, 2012
  • Published February 4, 2012
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Language
English
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The Relationship between Shopping Mall Attributes, Customer Satisfaction and Positive Word-of-mouth: China Visitors in Hong Kong

Dr. WONG
Dr. WONG Hong Kong Shue Yan University
Hing NG
Hing NG
Man WONG
Man WONG
  • Submission ReceivedDecember 22, 2011
  • Peer Review Double Blind
    Handling Editor
  • Accepted January 21, 2012
  • Published February 4, 2012