How do shopping centers build their customer loyalty?

Abstract

The aim of the study is to define elements of customer loyalty for the shopping centers. The qualitative research (n=12) and quantitative research (n =150) are carried out to explore and confirm factors that are creating customer loyalty. Descriptive statistics, exploratory factor analysis and multiple regressions are used to analyze the data and test the hypotheses. The elements that make up the loyalty of customers for a shopping center include physical place, value of goods, services support, and loyalty programs. Research results help managers better understanding the level of customer loyalty and the implied policy of building customer loyalty for the shopping centers.

Keywords

• lòng trung thành của khách hàng
• chương trình khách hàng thân thiết
• hình ảnh chức năng
• hình ảnh tâm lý
• trung tâm thương mại