An Empirical Study of the Relationship between Mall Environment, Satisfaction and Loyalty in the Home Store Context

DOI

10.2991/sschd-19.2019.123How to use a DOI?

Keywords

Satisfaction, Attitude loyalty, Behavior loyalty, Mall environment.

Abstract

This study aims to find out the structural relationship between the mall environment, satisfaction and loyalty in home store, and the link between attitude loyalty and behavior loyalty. Satisfaction was measured using the Oliver scale, which was revised based on the actual situation of the home store. Data collection was conducted by means of interviews and questionnaires, and 1232 data were analyzed using SPSS statistical software. The study found that there is a clear positive relationship between satisfaction, attitude loyalty and behavior loyalty. There is a positive correlation between attitude loyalty and behavior loyalty. The mall environment has an impact on satisfaction, and further influences loyalty. This study contributed to the literature research and conducted empirical theoretical research on the formation of brand loyalty in the home store industry.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Yansha Wong
PY  - 2019/12
DA  - 2019/12
TI  - An Empirical Study of the Relationship between Mall Environment, Satisfaction and Loyalty in the Home Store Context
BT  - Proceedings of the 5th Annual International Conference on Social Science and Contemporary Humanity Development (SSCHD 2019)
PB  - Atlantis Press
SP  - 607
EP  - 614
SN  - 2352-5398
UR  - https://doi.org/10.2991/sschd-19.2019.123
DO  - 10.2991/sschd-19.2019.123
ID  - Wong2019/12
ER  -