Measuring Clients’ Satisfaction Toward Shopping Centers – Empirical Evidences from Romania

Abrudan Ioana Nicoleta, Dabija Dan-Cristian, Measuring clients’ satisfaction toward shopping centers – Empirical evidences from Romania, Procedia Economics and Finance, Vol 15, 2014, pp.1243-1252, ISSN 2212-5671; doi:10.1016/S2212-5671(14)00584-X

10 Pages Posted: 20 Mar 2015

See all articles by Ioana N. Abrudan

Ioana N. Abrudan

Babes-Bolyai University

Dan-Cristian Dabija

Babes-Bolyai University Cluj-Napoca, Faculty of Economics and Business Administration, Department of Marketing

Date Written: December 06, 2014

Abstract

Although shopping centers are a relatively recent phenomenon in the landscape of local retailing in most Romanian cities, one can notice the increase in size of their retail floor, as well as the rise of local investors that are willing to invest in such businesses. The development of shopping centers in Romania undergoes such a tremendous evolution, that some academicians even argue that the shopping centers market has reached its mature stage. While still a “fashionable” concept, the afflux of clients is still considerable high. Under such conditions one would ask himself if customers can be properly satisfied by shopping centers, as well as which the relevant satisfaction dimensions would be. The present study aims to measure shopping centers clients' satisfaction by means of different dimensions. Contrary to initial expectation underlined by the literature, that the image is a unitary concept, the obtained results show that overall clients’ satisfaction is determined both by the satisfaction with clothing stores and by that of the main anchor food stores as well as of that purchased products quality and the felt pleasantness when visiting a shopping center.

Keywords: shopping centers, satisfaction, Romania, empirical research

JEL Classification: M30, M31

Suggested Citation

Abrudan, Ioana N. and Dabija, Dan-Cristian, Measuring Clients’ Satisfaction Toward Shopping Centers – Empirical Evidences from Romania (December 06, 2014). Abrudan Ioana Nicoleta, Dabija Dan-Cristian, Measuring clients’ satisfaction toward shopping centers – Empirical evidences from Romania, Procedia Economics and Finance, Vol 15, 2014, pp.1243-1252, ISSN 2212-5671; doi:10.1016/S2212-5671(14)00584-X, Available at SSRN: https://ssrn.com/abstract=2580284

Ioana N. Abrudan

Babes-Bolyai University ( email )

58-60 Teodor Maniu street, Cluj-Napoca
67 Iuliu Maniu street, Sighetu Marmatiei
RO-3400 Cluj-Napoca, Cluj 435500
Romania

Dan-Cristian Dabija (Contact Author)

Babes-Bolyai University Cluj-Napoca, Faculty of Economics and Business Administration, Department of Marketing ( email )

Str Teodor Mihali, Nr.58-60
Cluj-Napoca, RO- 400591
Romania

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