Mall Managers Research Articles

Exploring the Attributes of Customer Delight among Mall Shoppers in Davao City

This study examined the factors contributing to customer delight among mall shoppers through explanatory factor analysis. There were five (5) key informants who participated in interviews to identify the factors of customer delight. Based on their responses, the researcher identified 50 factors, which were surveyed among 250 randomly selected shoppers to determine how these factors influenced their customer delight. Latent constructs were identified as attributes of customer delight. These constructs included Digital Integration, which refers to innovative technologies and the seamless blending of online and offline experiences; Service Quality, which refers to maintenance and courteous customer service; Customer Experience, which refers to the variety of stores, high product quality, and a pleasant ambiance; and Loyalty Convenience, which refers to essential amenities and efficient shopping processes. These findings provide valuable insights for mall managers and retailers aiming to foster customer satisfaction and loyalty and remain competitive in the evolving retail landscape. By prioritizing these factors, shopping malls can create a holistic and engaging shopping experience that meets evolving consumer preferences and maintains a competitive edge.

Pengaruh Lingkungan Kerja Dan Skill Terhadap Kinerja Pramuniaga Yang Bekerja Di Mall

This research aims to analyze the influence of the work environment and skills on the performance of sales assistants working in malls. A conducive work environment and adequate skills are important factors that can influence the productivity and efficiency of salespeople. The research method used is qualitative with a literature approach. Data was collected through various literature such as journals, articles and books. The research results show that a good work environment and high skills significantly influence the performance of sales assistants. A comfortable, safe and supportive work environment can improve salesperson performance. Meanwhile, skills that are relevant to the duties and responsibilities of sales assistants have also been proven to increase efficiency and service quality. These findings indicate the importance of mall management to create a positive work environment and provide the necessary training to improve salesperson skills, thereby improving overall performance and customer satisfaction

A new multi-method decision framework for anchor selection and tenant mix allocation optimisation in shopping malls

The increasing urbanisation and fast-paced lifestyle have heightened the importance of shopping malls in retail industry, altering traditional shopping patterns by designing efficient space and optimise time of shoppers. Due to this newly-acquired importance, these malls have become critical players in the retail industry sector. Despite their significance, current research lacks comprehensive scientific methods in two critical aspects: the classification of anchors (or magnet shops) and regular tenants, and the detailed analysis of interrelations among anchors and tenants within the shopping malls. Both aspects are heavily related to the strategic allocation of shops position within malls. For addressing these gaps, this paper introduces a multi-method framework expert system to classify anchors and tenants and to optimise their positions in the shopping mall, considering their categories and existing product relationships. This framework comprises a new sorting method, a modified ranking method, a product correlation technique based on implementing ecological dynamics, an ecological interrelation index, and a metaheuristic allocation algorithm. The practical application of this framework is demonstrated through a real-world case study, highlighting its potential to significantly improve shopping mall management and retail efficiency. The effect of the proposed framework is subject to empirical tests and comparison between layout modifications.

PEMBUATAN DAN PELATIHAN SISTEM INFORMASI SEBAGAI UPAYA PENINGKATAN KINERJA DC MALL BATAM

Digital transformation in Industry 5.0 has become a driving force in moving companies to improve the quality of services provided to customers and ease of work. The company's needs in carrying out strategic work and policies cannot be separated from the use of systems to help manage company data. DC Mall rents out its locations to parties such as shopping centers, supermarkets, exhibition corridors, restaurants and electronics stores. One of the routine tasks in managing DC Mall is paying utilities and rent for each unit. Payments are made to the mall management every month. Efforts to develop an information system that can cover all parts of mall management, including finance, customer service, marketing and others. The aim of this activity is to implement an information system at DC Mall that is beneficial for employee and company performance. The new system is designed to cover the weaknesses of the previous system. This service activity, which includes observation, data collection, design, implementation and evaluation, was carried out for approximately three months, starting from November 10 to January 19 2024. Each member is responsible for making observations, surveying locations, collecting data, helping create information systems and training employees, and compiling service reports. Based on the results of the service, it can be concluded that the creation of the new DC Mall information system has been successful based on feedback from employees in operating and carrying out their duties.

ЭВОЛЮЦИЯ ТОРГОВЫХ ЦЕНТРОВ И ПЕРСПЕКТИВЫ РАЗВИТИЯ

The article studies the development of shopping centers from marketplaces to the mall formats of the future. The author notes that trade as a phenomenon has existed since ancient times, over time the formats of shopping places have experienced significant changes, from small markets to complex shopping centers, adapting to changes in society and technology. The historical development of shopping centers is described, from the agoras of ancient Greece to modern shopping complexes, whose emergence was triggered by the industrial revolution and the development of automobile transportation. 
 The article also discusses the impact of internet shopping and the pandemic on classic shopping centers, highlighting the shift in consumer preferences towards online shopping and the need for shopping centers to adapt to the new conditions. The author offers reflections on the future of shopping centers, their potential evolution into socio-cultural and entertainment spaces capable of offering visitors a unique experience not available with online shopping. The analysis emphasizes the importance of innovation and flexibility in mall management for malls to continue to thrive in a changing world.

Implementation of aPublic Service Mall in Malang City, Indonesia

This research aims to describe and analyze the implementation of public service malls, implementation of policies based on the Regulation of the Minister for Empowerment of State Apparatus and Bureaucratic Reform of the Republic of Indonesia Number 92 of 2021 concerning the Implementation of Public Service Malls in Malang Cityand the supporting and inhibiting factors for the implementation of public service malls in the City Poor. The approach uses qualitative research with procedures that produce qualitative data descriptions. The research location is at the Merdeka Public Service Mall, Malang City. The data sources are primary and secondary data. The data collection techniques used were observation, interviews, and documentation. Data analysis uses the Miles, Huberman, and Saldana analysis technique model. The results of the research show that there is clarity in policy orders to implementers, there is socialization by implementors to the public through policy hearing forums for the implementation of public service malls, the resources involved in the implementation of public service malls in Malang City are competent to accelerate the development and construction of the implementation of public service malls as an effort. In optimizing services to the people of Malang City, the implementation of the public service mall policyin Malang City has received full support and response from the relevant agencies, and there is a bureaucratic structure that has been established as the Public Service Mall Management Team, including the head of the Investment and One-Stop Integrated Service Department. , Secretary of Investment and one-stop integrated services, Head of Division of Investment and one-stop integrated services, and Staff/Employees of Investment and one-stop integrated services.

Natural language processing (NLP) aided qualitative method in health research

Qualitative data analysis is produced frequently in healthcare settings, which is a time-consuming and skilled analytic task. The use of qualitative research findings in clinical settings takes years, which is sometimes obsolete knowledge as the health context is dynamic. Artificial Intelligence (AI)-based qualitative data analysis might present with rapid analysis of text-based data in real-time, thereby empowering qualitative researchers to expedite their analysis and facilitate timely use of the research findings. We tested an AI-based method to complement the manual analysis of text-based data from the verbatim transcripts of seven mall managers’ interviews. First, we prepared text data into a machine-calculable format and employed BERT model to extract sentence-level features in our case. Second, we implement TF-IDF-based keywords mining techniques to extract the main candidate themes from the interview transcripts to support text-based analysis, including: 1) primary cluster detection algorithm, and 2) keyword extraction algorithm. The extracted core themes provide qualitative researchers with a more comprehensive overview of the qualitative data. Most of the sentences clustered in meaningful short topics or sentences carrying independent and clear information. The extracted topics and clustered sentences reduced qualitative researchers’ workload by condensing and identifying meaningful concepts and naming them. This method combining contextualized word embeddings, unsupervised clustering, and keyword extraction techniques can significantly reduce the overall workload and time consumed in qualitative research using conventional methods.

Consumer Satisfaction in Shopping Mall: A Sociological study in context of shopping mall attributes

The purpose of this study is to investigate the effect of mall attributes on tourist satisfaction and behavioral intentions. To see what types of people are most likely to visit shopping malls, we studied the different demographic profiles of society. Shopping is often the most important domestic income-generating leisure activity. Driven by an increase in tourism in the country, today's shopping activity is more than just spending money on souvenirs and merchandise purchases in exchange for travelers getting a unique experience. Therefore, in this study, further, we try to understand the different visiting purposes of different profiles of tourists.A better understanding of shopping mall attributes in predicting tourist shopping satisfaction is critical to the success and sustainability of the shopping tourism industry. Mall managers and retailers may find it helpful to encourage repurchase intention, loyalty, and desire to stay longer at the shopping malls by providing attractive and convenient shopping experiences.

Enhancing Shoppers’ Experiences and Building Mall Loyalty: The Role of Octomodal Mental Imagery (OMI) and Management Dimension-Evidence from the Yangtze River Delta Region of China

This study investigated the impact of Octomodal Mental Imagery (OMI) and management dimensions on shoppers’ experiences and mall loyalty. The study was collected through “Questionnaire Star,” and 358 valid data points were obtained. The data were analyzed using SPSS27 and AMOS28. The results showed that sensory attributes such as visual, tactile, gustatory, and olfactory attributes positively influenced shoppers’ experiences in OMI, while the auditory attribute had no significant effect. Spatial, a structural attribute of OMI, positively influenced shoppers’ experiences, whereas autonomy and kinesthetics did not have a considerable effect. Tenant mix and entertainment positively impacted shoppers’ experiences in management, while accessibility had no significant effect. The study also found that shoppers’ experiences positively impacted mall loyalty, while hedonistic motivation had a more substantial effect than utilitarian motivation. This study is the first to examine the impact of OMI on shoppers’ experiences. It fills a gap in the literature on this relationship. It also examines the combined impact of management dimensions (accessibility, tenant mix, and entertainment) on the overall shopper’s experience, filling a gap in the Chinese shopping mall literature and extending the generalizability of the theory. The study further explores the relationship between shoppers’ experiences and mall loyalty and the moderating effect of incentive orientation. The results of this study have critical implications for mall managers. Strengthening the mental image and management dimensions of the shopping mall will enhance shoppers’ experiences and build loyalty, allowing brick-and-mortar malls to remain competitive and sustainable in today’s highly competitive and popular e-commerce environment.

Islamic Perception of Shopping Mall Through the Dimension of Facility Management

A shopping mall refers to a structure with several retail establishments managed as a single property that offers various products and services. It has become essential to the functioning of contemporary society, particularly for residents of urban and suburban areas. However, concerns or issues regarding facilities and services in shopping malls continue to surface even today. Past studies have suggested that facility management is a best practice for overcoming management and operation issues. It also aligns with the Islamic principle as it is beneficial knowledge relevant to the modern management approach. Therefore, this paper seeks to comprehend the potential facility management approach to shopping mall management. The main objective of this study is to emphasize the importance of facility management in shopping malls by evaluating consumer satisfaction. A survey is conducted with a total sample of 200 respondents based on three facility management maintenance characteristics: functional, technical, and image. One of the reputable shopping malls in Johor Bahru is selected for this study because it attracts numerous visitors from throughout Johor Bahru. The results show that most of the visitors are pleased and satisfied with all three aspects from the dimension of facility management.

PENGARUH KEPUASAN KERJA TERHADAP KINERJA KARYAWAN MELALUI KOMITMEN ORGANISASI SEBAGAI VARIABEL INTERVENING

The findings of this study indicate that job satisfaction has a positive effect on organizational commitment. Furthermore, organizational commitment also has a positive impact on employee performance at Q Mall Banjarbaru. These findings suggest that organizational commitment plays a crucial role in connecting job satisfaction with employee performance. The managerial implications of this study are that Q Mall management needs to pay attention to job satisfaction and make efforts to enhance employees' organizational commitment to improve their performance.This research contributes both theoretically and practically to expanding the understanding of the relationships among job satisfaction, organizational commitment, and employee performance.

The Influence of Mall Management Dimensions on Perceived Experience and Patronage Intentions in an Emerging Economy

A significant breakthrough in organised retail in an emerging economy such as Bangladesh, coupled with growing competition among mall managers, necessitates determination of the factors that contribute to a satisfactory shopping experience and long-term patronage intentions. Therefore, this study aimed to explore the factors influencing the overall experience of mall shoppers, which, in turn, shapes their patronage behaviour. For this purpose, 284 respondents were surveyed using the convenience sampling technique. Structural equation modelling was employed to test the hypothesised model. Among the three independent factors analysed, entertainment and accessibility wielded significant influence on shoppers’ experience, while tenant mix exerted a statistically insignificant influence. Altogether, these three independent variables, along with shoppers’ experience, accounted for 67% of the total variance in patronage. It was plausible to conclude that managing entertainment and accessibility can result in a more pleasant shopping experience. Being the first of its kind, this study investigated the combined impact of accessibility, tenant mix, and entertainment on the overall shopping experience that shapes patronage behaviour. This study’s findings can help comprehend the dynamics of customer management in the retail market of an emerging economy.

The effect of mall ambiance, layout, and utility on consumers’ escapism and repurchase intention

Shopping malls are visited for both functional as well as entertainment values. They provide emotional comfort and escape from boredom and stress to the shoppers. This study investigates the relationship of ambiance, layout, and utility of a mall with escapism and repurchase intention using the Stimulus-Organism-Response (SOR) model. Using a survey instrument, a convenience sampling procedure was adopted to obtain data from 316 respondents (mall visitors of the Delhi National capital Region in India). Delhi is the mall capital of India, with the highest population density in the world. The relationships between utility-escapism (β = .0265, p = .018), layout-escapism (β = 0.269, p = .012), layout-utility (β = 0.776, p < 0.001), utility-ambiance (β = 0.480, p < 0.001), layout-ambiance (β = 0.407, p < 0.001), and escapism-repurchase intention (β = 0.708, p < 0.001) are validated. However, the relationship between ambiance-escapism (β = 0.073, p = .509) is not supported. The results indicate that mall layout facilitates escapism followed by utility, whereas ambiance does not play a vital role. The purpose of the mall visit moderates this effect. Mall managers can create engaging shopping experiences to help shoppers escape boring routines/stress through improved layouts and enhanced functional values. The study establishes a strong linkage between mall layout, utility, and escapism.

Shoppers’ Experience Value and Behavioural Intentions in Shopping Malls: The Mediating Effect of Satisfaction

The economy of Ghana relies heavily on the retail industry and the establishment of shopping malls in the past decade has added a boost to the industry. However, little empirical research exists regarding shoppers’ experience value, satisfaction and behavioural intentions within shopping malls in Ghana. This study sought to close this gap by investigating the influence of shoppers’ experience value on satisfaction and behavioural intentions within selected shopping malls in Ghana; evaluate the mediating effect of customer satisfaction on shoppers’ experience value and behavioural intentions; and propose a model of customer experience value, satisfaction and behavioural intentions in the context of shopping malls in Ghana. The survey was conducted in the four largest shopping malls in Ghana. Through a quantitative methodology and purposive sampling, 500 usable copies of the questionnaire were included in the data analysis, and IBM SPSS (version 26) and AMOS computer software were used to perform the statistical analysis. The findings showed that shoppers’ experience value influences customer satisfaction and behavioural intentions. Customer satisfaction was found to influence behavioural intentions but does not act as a mediating variable between shoppers’ experience value and behavioural intentions within shopping malls in Ghana. It is recommended that shopping mall managers consider customer experience value as a multidimensional construct to stage a rewarding experience for customers. The latter will contribute positively to customers’ satisfaction and behavioural intentions.

SURVIVING THE NEW-NORMAL: A STUDY ON PHYSICAL SERVICESCAPE AND VISITOR BEHAVIOR IN QUICK-SERVICE RESTAURANTS IN MALLS IN SURABAYA, INDONESIA

Purpose - The “new normal” is the period of adaptation during the pandemic COVID -19 that affects both daily and economic activities, leading to the application of strict health regulations in public places such as shopping malls, tourist sites and gastronomic areas. The appearance of the physical service landscape is adapted to the new normal health regulations. The aim of this study is to firstly investigate the influence of the new regulations with the mediating variable of physical service landscape on QSR visit intention. Second, this study aims to examine the influence of Theory of Planned Behavior (TPB) on QSR visit intention. Design/methodology - This study uses convenience sampling on mall visitors in Surabaya who also visit QSR during the COVID-19 pandemic, starting from July to December 2020. The study sample is 313 visitors which are acquired through questionnaires distributed both online and offline. The data will be analyzed using the technique PLS-SEM 3.0. Findings - Firstly, in the direct path, the results showed that the new-normal regulation significantly influences physical servicescape (exterior design, interior design, and QSR location). Secondly, TPB, which are attitude, subjective norm, and perceived behavioral control, significantly influence QSR visiting intention. In the indirect path, new-normal regulation significantly influences visitors’ intention towards the mediating variable of interior design, while in contrast exterior design and QSR location do not significantly mediate. Originality - This study specifically discusses the changes in the design of the physical service landscape since the implementation of the new-normal regulation caused by the COVID-19 pandemic, which both directly and indirectly influences the behavior of visitors in public areas. Research implication/practical implication - In terms of literature, this study contributes to a deeper understanding of the healthcare service landscape, which interacts with both architecture and marketing, in terms of individual behavior. Furthermore, this study practically helps mall management in deciding the marketing strategy and QSR outlet management to survive in the pandemic by following applicable healthcare protocols.

THE IMPACT OF COVID-19 PANDEMIC ON OCCUPANCY RATES IN KLUANG MALL COMMERCIAL CENTRE

The Malaysian economy experienced negative growth in the retail industry during the COVID-19 pandemic. The widespread transmission of COVID-19 had impacted local companies and businesses in loss of businesses in the retail segment, the decrease in occupancy rates as reported by the Department of Statistics Malaysia (DoSM), and retail marketing strategy in the time of crisis. This paper aims to study the impact of the COVID-19 pandemic on occupancy rates and to identify the main factors influencing occupancy rate performance in Kluang Mall during the pandemic season. This study adopted a qualitative research approach throughout the research process. The results were based on the interview conducted at Kluang Mall Commercial Centre which is located in Kluang, Johor. Three (3) officers who are part of the management team were interviewed online as representatives of Kluang Mall Commercial Centre. The interview session discovered that the COVID-19 pandemic did not impact the occupancy rates of the Kluang Mall as the percentage remains the same as the previous period prior to the pandemic. The factors that contributed to the occupancy rate performance were the sales performance and the current marketing strategy applied by the management of the mall during the pandemic. Thus, it is hoped that these findings would assist retailers to improve their business performance, especially during the pandemic, and assist the Kluang Mall management team in managing retailers.

Impact of visibility on indoor retail store rent

PurposeThe aim of this research is to provide a new understanding of the concept of visibility in the realm of property research. Further, this study could propose a more accurate way of calculating retail unit rental price based on visibility. An accurate visibility quantification can influence rent negotiations between shopping mall management and potential tenants. This study can also assist shopping center management, shop owners and architects to have a better mechanism for determining the visibility value and the effect on the retail unit rental price.Design/methodology/approachThe study uses data from 153 indoor retail stores in Jakarta and a sequential-transformative mixed method to answer an important question for modern retail management: How much would indoor store visibility affect rent? The authors developed a method to accurately measure an indoor retail store's object-based isovist – a visual field in which a number of observers can view the particular indoor store.FindingsThe study found that on average, each additional square meter person of visibility increases indoor retail rent price as much as IDR 40.74/sq m/month (USD 0.0027). Since visibility value is a variable with the greatest inter-store variation in this data set, the rent price difference between two stores with maximum and minimum visibility can reach IDR 100,904.62/sq m/month (USD 6.90). This finding is not just statistically but also financially significant since indoor inter-store retail rent price variation that can be directly attributed to visibility is about 38.4% of the average rent price in this data set.Practical implicationsAlong with the rapid growth of e-commerce, numerous commercial properties are struggling to provide customers with a positive and distinct experience. Improving visibility can be a key spatial factor that will help shopping center designers, owners and management. The authors’ research can help shopping mall managers determine each store's optimum rent based on its visibility when negotiating with potential tenants.Originality/valueThe aim of this research is to provide a new understanding of the concept of appearance in the realm of property research. Further, this study could propose a more accurate way of calculating retail unit rental price according to the concept of visibility.

The Role of Shopping Values and Consumer Attitudes toward Mall Events

Entertainment has been recognized as a critical element in mall retailing. Mall management marketing strategies combine functional and emotional elements to draw shoppers to the mall. The current study analyzed the influence of hedonic and utilitarian shopping values on consumers’ attitudes toward the entertainment, pleasure, and fun dimensions of mall events and their impact on Indian consumers’ attitudes toward malls. The study employed a mall-intercept technique for data collection in fifteen malls across India. The findings categorized shopping values as a recreational, adventure, and utilitarian; while, mall events were conceptualized using Babin et al. s’ (1994) shopping motives typology (viz., escape, exploration, social, epistemic, and flow). Mall events encompassed product promotions, celebrity shows, and product launch activities. The hedonic shopping value (recreational and adventure), and utilitarian shopping values influenced attitudes toward mall events and consequently, mall commitment. Mall managers should organize mall activities that combine both hedonic and utilitarian aspects of shopping. Mall events should emphasize the recreational, fun, curiosity, social, and utilitarian elements in mall shopping to improve mall commitment.

Ketersediaan Ruang Laktasi di Pusat Perbelanjaan Modern Central Park Mall Jakarta Sebagai Wujud Pemenuhan Hak Anak Atas Asi Eksklusif Berdasarkan Permenkes RI Nomor 15 Tahun 2013 Tentang Tata Cara Penyediaan Fasilitas Khusus Menyusui dan/atau Memerah Asi

Shopping centers as one of the categories of public facilities have the responsibility to support the exclusive breastfeeding program launched by the government. One form of this support is by providing lactation room facilities. Therefore, this study will discuss about how the availability of lactation space in the modern shopping center, Central Park Mall Jakarta, based on Regulation of The Minister of Health Number 15 of 2013 Concerning Procedures for Providing Special Facilities for Breastfeeding and/or Expressing Breastmilk?, How are the efforts of the management of the modern shopping center, Central Park Mall Jakarta in meeting the availability of lactation rooms?. The research method tah the author uses in the preparation of this legal writing is empirical juridicial research, with analytical descriptive spesifications that discuss the implementation of The Minister of Health Number 15 of 2013 Concerning Procedures for Providing Special Facilities for Breasrfeeding and/or Expressing Breastmilk . This study uses primary data sourced from the field in the form of interviews with mall managers, secondary data sourced from laws regulation, official documents, and books which were analyzed qualitatively. Based on the results of the study, the Central Park Mall Jakarta Modern Shopping Center has provided lactation rooms divided into a room per floor, and all room facilities have met the standars set out in the Regulation of Minister of Health Number 15 of 2013 Concerning Procedures for Providing Special Facilities for Breastfeeding and/or Expressing Breastmilk. The efforts made by the manager of Central Park Mall Jakarta in the procurement of lactation rooms are divided into 3 elements, namely mall management, human resources, and facilities and infrastructure .

The Effect of Customer Loyality and Satisfaction's Factors in Visiting Mall XYZ

Mall Success can be seen with a large number of mall visitors and visitors coming. In this case, one of the malls in the Tidar area of Surabaya is more important than most of the malls in general in the city of Surabaya. At the XYZ mall area, visitors are seen lonely from day to day, this is a big question mark whether visitors are satisfied to receive a compilation of visiting the mall. For this reason, the satisfaction of visitors and customers in the mall is an important factor in determining the buying and selling activities in the mall. The research offered suggests about customer satisfaction and customer loyalty proposed by, hedonic value, Relaxation Value, socialization value, Utilitarian Value. This can affect the purchasing power of consumers to buy at the mall. Satisfaction can provide a supported spending will, thus providing a significant turnover of money. By creating a sense of satisfaction can generate customer loyalty in the mall. This research was conducted by distributing questionnaires to visitors or customers who have come to the XYZ mall. The method used in this research is Structural Equation Modeling. by Processing data using Smart PLS software because the research model is complex. The findings in this study are the outcome variable, Hedonic Value, Relaxation Value, and Socialization Value regarding customer satisfaction and customer loyalty, while the Utilitarian Value only has a significant effect on customer satisfaction. The results of this study are expected to make the mall management considerations to develop the right strategy in increasing the number of visitors and customers to come to the mall.