Customer Satisfaction at Marina Mall Research Paper by Champ

Customer Satisfaction at Marina Mall
This paper researches the subject of customer satisfaction at the Marina Shopping Mall.
# 98496 | 10,318 words | 25 sources | MLA | 2006 | US
Published on Sep 30, 2007 in Business (Management) , Business (Consumer Behavior)

$99.95 Buy and instantly download this paper now


This work reports a study conducted relating to customer satisfaction levels at the Marina Mall. This article conducts the study through the instrument of a survey/questionnaire which asks 300 respondents, 150 male and 150 female, questions relating to different aspects of the mall in the areas of design, service, atmosphere, quality, selection, variety, products, and sales people, as well as parking and time preferences for visiting the mall. This research is a qualitative and quantitative nature exploring the preferences of respondent/consumers to a variety of questions concerning the various elements of the retail establishment that the review of literature in this study reveals as 'key' considerations for consumers related to retail shopping and entertainment or 'mall' establishments. Findings in this study include gender differences in the types of shops, food establishments, entertainment, etc. however, the Marina Shopping Mall is rated by the respondent/consumers participating in this study as having satisfied their expectations in most areas and totaling a majority percentage as well.

Definition of the Problem
Bigger "Mega' Centers Customer-Preferred
Branding and Image are One-in-the-Same
Lack of Effective Planning Leads to Irrational Development Patterns
Teens, Preferences and Satisfaction Attributes of Shopping Malls
Gender-Focused Research and Customer Satisfaction Variables
Successful Pricing-Strategies
Store Design and Customer Satisfaction
Internet Shopping and the Impact on Traditional Store Shopping
Design of Shopping Mall (Location and Design Factors)
Summary of Review of Literature
Instrument of Study
Data Collection and Analysis
Questions of the Study
Overview of Survey/Questionnaire
Data Analysis
Data Analysis, Findings & Conclusion
Findings of the Study
Recommendations for Further Research

From the Paper:

"There is a considerable body of existing literature reporting studies that had as the main focus the consumer's preference of retail format. However, among this body of work limited examples of research exists that incorporate the role that demographics play in relation to choice of format in retail business. Location has been the focus of previous study as have patterns of product purchase, the potential for business at specific retail sites as well customer satisfaction and loyalty. This study has utilized an exploratory approach and has as its aim in part to characterize six major age cohort groups in terms of their preferences for retail formats."
"This study further divides these six groups into two major categories of male and female with each group containing three separate age groups. Through data analysis of these groupings by gender this study aims to understand the preference of the average consumer in relation to the Marina Shopping Mall."

Sample of Sources Used:

  • Kista Science City - Mobile City (2006) Case Study - Appear Networks Online available at:
  • Online Retailing Strategies for a Shopping Mall in Dubai (2006) Dubai Women's College - Question Pro Online available at:
  • Dennis, Charles, et al (2002)Measuring image: shopping centre case studies. The International Review of Retail, Distribution and Consumer Research Vol. 12, No. 4 October 1 2002. Routledge - The Taylor & Francis Groups.
  • Wang, S.; Yongchang, Z. and Wang, Y. (2006) Opportunities and Challenges of Shopping Centre Development in China: A Case Study of Shanghai. Journal of Shopping Center Research 2006 Vol, 13, Iss.1 Link available at:
  • Wilhelm, Wendy Bryce and Mottner, Sandra (2005) Teens and Shopping Mall Preferences: A Conjoint Analysis Approach to Understanding the Generational Shift Toward an Experience Economy. Journal of Shopping Research. Vol. 12 No. 1, Spring/Summer 2005.

Cite this Research Paper:

APA Format

Customer Satisfaction at Marina Mall (2007, September 30) Retrieved August 19, 2017, from

MLA Format

"Customer Satisfaction at Marina Mall" 30 September 2007. Web. 19 August. 2017. <>