Does culture affect the relationships among utilitarian and non-utilitarian values, satisfaction and loyalty to shopping centres? Evidence from two Maghreb countries

Djelassi, Souad; Godefroit-Winkel, Delphine; Diallo, Mbaye Fall

doi:10.1108/ijrdm-06-2017-0131

Cited by 29 publications

(36 citation statements)

References 55 publications

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“…Assessing the role of product category involvement the prediction of endogenous variables (Hair, Hollingsworth, Randolph and Chong, 2017). The use of PLS-SEM has received a wider acceptance in marketing studies (Alves and Mainardes, 2017;San-Martín et al, 2017;Savelli et al, 2017;Djelassi et al, 2018;Ahrholdt et al, 2019;Giovanis et al, 2019). Anderson and Gerbing's (1988) two-step approachwhich consists of a measurement model and structural modelwas used to test the theoretical model.…”

mentioning

confidence: 99%

Assessing the role of product category involvement and relationship proneness in the satisfaction–loyalty link in retailing

Menidjel

Benhabib

Bilgihan

et al. 2019

IJRDM

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Purpose Product category involvement and relationship proneness are crucial in explaining relationship outcomes. Nevertheless, the authors know little about their roles in the formation of loyalty, especially in the retail industry. Individual consumer traits and preferences are likely to play a critical role in the success of relationship marketing. Yet, relationship marketing studies have fallen short of considering such individual differences. The purpose of this paper is to examine the mediating effects of product category involvement and relationship proneness on the relationship between satisfaction and loyalty in retail clothing stores. Design/methodology/approach Data were obtained using a survey of 220 consumers. Partial least squares structural equation modeling was employed to test the proposed theoretical model. Findings The results show that satisfaction significantly affects product category involvement and relationship proneness, which, in turn, significantly affect purchase intention and word-of-mouth (WOM). The results also show that product category involvement and relationship proneness partially mediate the impact of satisfaction on purchase intention and WOM. Research limitations/implications Product category involvement and relationship proneness play a critical role in explaining the satisfaction–loyalty link. Future research could consider the role of potential moderating variables. Practical implications Retail managers should not only focus on improving customer satisfaction to achieve customer loyalty, but should also consider the importance of product category involvement and relationship proneness, and their role in the formation of customer loyalty both in traditional and online environments. Originality/value To the best of the authors’ knowledge, this study is the first to explore the mediating effects of product category involvement and relationship proneness on the relationship between satisfaction, purchase intention and WOM in the retail industry.

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confidence: 99%

Assessing the role of product category involvement and relationship proneness in the satisfaction–loyalty link in retailing

Menidjel

Benhabib

Bilgihan

et al. 2019

IJRDM

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“…It is anticipated that the cultural values might be different among the country's residents (Schoefer et al, 2019). Future studies would also be interesting if they were to look for the findings if there are any differences in the shopping mall experience quality among the shoppers from the utilitarian and functional shopping experience (Djelassi et al, 2018;Gilboa et al, 2016).…”

Section: Discussionmentioning

confidence: 99%

The Effects of Shopping Mall Attributes on Experience Quality and Engagement Behaviour: Does Gender Matter?

Saidon¹,

Musa²,

Yusuf³

et al. 2021

IJARBSS

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Over the last decade, the mushrooming of new shopping malls in Klang Valley has compelled mall management to develop strategies that aim to elevate themselves above their competitors. As a result, shopping malls developers and management have deliberately introduced distinctive and unique attributes to act as a magnet to entice and fascinate the shoppers. Comprehensive insights into the customer demographics, trends, and lifestyles will enable mall managers to develop marketing strategies that appeal to potential customers within the catchment area. Despite the emphasis, little research has addressed which attributes are significantly vital in influencing the mall's patrons Experience Quality and Engagement Behaviour. The objective of this study is to unravel the predictors of Experience Quality and, in turn, determine its effect on Engagement Behaviour. Subsequently, this research attempt to investigate empirically whether the shopping mall patron's profile, in this case, gender, will moderate the hypothesized relationships between constructs in the research model. The research model was developed based on the SOR (Stimulus-Organism Response) Model. The research hypotheses were tested and validated with 181 shopping mall visitors obtained through shopping mall interception at five shopping malls in Klang Valley, Malaysia, in 2018. The multi-group analysis using SmartPLS software was conducted to determine the moderating effect of gender on hypothesized links among constructs in the research model. The results imply that mall Atmospherics and Entertainment and Event are predictors of Experience Quality for the male patrons. Whilst the mall Atmospherics is the only significant predictor of Experience Quality for female patrons. Additionally, the result exemplifies a significant positive effect of Experience Quality on Engagement Behaviour for male and female mall patrons. Research implications, limitations and future research directions are discussed and advocated.

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“…(2020) presents loyalty characteristics as conventional, binding, belongingness and based on clients' freedom of choice. On the other hand, there are studies that approach customer loyalty through two dimensions: customer willingness to buy a product and to recommend it to others (Djelassi et al, 2018;Menidjel et al, 2019).…”

Section: Young Buyers' Satisfactionmentioning

confidence: 99%

Analysing the predictors of the young buyers' satisfaction in the e-retailing apparel sector

Stoian

Țugulea

Ifrim

et al. 2021

IJRDM

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PurposeAs satisfaction is one of the most important conditions for loyalty, this study aims to investigate the main factors affecting online satisfaction for buying clothes from the internet. In this research, the authors followed two main objectives: (1) to identify factors influencing online satisfaction and (2) to determine the importance of the main determinants that explain online satisfaction in the retailing clothing sector.Design/methodology/approachThe research combines qualitative and quantitative research methods. The authors used the focus group technique and a survey based on a questionnaire. For the first exploratory phase of the research, we conducted four focus groups with 21 women, 18–39 years old, who have at least two years experiences as online buyers and who made at least two acquisitions for clothing products in the past six months, from the same website. The purpose of this qualitative method was to understand the young women's perception about online satisfaction and to collect items to be included in the questionnaire. For the second quantitative phase of this study, the sample consisted of 241 participants. To analyse the data, two different types of inferential analysis were used: factor analysis (for identifying the factors that compose online customer satisfaction) and analysis of regression (to determine the most important factors that determine and predict online buyers' satisfaction).FindingsThe main results indicate that the significant factors determining a satisfactory experience in an e-retailing market are: good deal (savings), product expectations, customer service and website reputation.Originality/valueThe study is more relevant in the current pandemic context, when the consumer’s behaviour has changed and online shopping has substantially increased. The research can be used by companies that sell clothing on the internet and are interested in increasing their financial results and also their customers' satisfaction.

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Does culture affect the relationships among utilitarian and non-utilitarian values, satisfaction and loyalty to shopping centres? Evidence from two Maghreb countries

Cited by 29 publications

References 55 publications

Assessing the role of product category involvement and relationship proneness in the satisfaction–loyalty link in retailing

Assessing the role of product category involvement and relationship proneness in the satisfaction–loyalty link in retailing

The Effects of Shopping Mall Attributes on Experience Quality and Engagement Behaviour: Does Gender Matter?

Analysing the predictors of the young buyers' satisfaction in the e-retailing apparel sector

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