TY - GEN
T1 - Associated Factors in the Shopping Experience that Influence Customer Satisfaction Mediated by Mood
AU - Arce-Stojkic, J.
AU - Chicaña-Huanca, S.
AU - Gutierrez-Aguilar, O.
N1 - Publisher Copyright:
© 2024, The Author(s), under exclusive license to Springer Nature Switzerland AG.
PY - 2024
Y1 - 2024
N2 - The primary purpose of this research is to determine the factors associated with the shopping experience that influence customer satisfaction as mediated by the mood in the leading department stores in the city of Arequipa, Peru. The way the study was done was similar to non-experimental research. The questionnaire was given to a sample of 405 people (n = 20; =.918 =.914). The results obtained showed a positive relationship be-tween comfort factors and mood and purchase intention; mood towards customer satisfaction; innovation towards mood and customer satisfaction; purchase intention towards mood, perceived price, and customer satisfaction; perceived price towards mood, establishment innovation, and customer satisfaction. The related environmental factors, such as the comfort of the services in the shopping centres studied, are constituted as common complementary factors and would not have a statistically significant effect on customer satisfaction.
AB - The primary purpose of this research is to determine the factors associated with the shopping experience that influence customer satisfaction as mediated by the mood in the leading department stores in the city of Arequipa, Peru. The way the study was done was similar to non-experimental research. The questionnaire was given to a sample of 405 people (n = 20; =.918 =.914). The results obtained showed a positive relationship be-tween comfort factors and mood and purchase intention; mood towards customer satisfaction; innovation towards mood and customer satisfaction; purchase intention towards mood, perceived price, and customer satisfaction; perceived price towards mood, establishment innovation, and customer satisfaction. The related environmental factors, such as the comfort of the services in the shopping centres studied, are constituted as common complementary factors and would not have a statistically significant effect on customer satisfaction.
KW - Convenience
KW - Customer satisfaction
KW - Mood
KW - Perceived price
KW - Purchase experience
KW - Purchase intention
UR - http://www.scopus.com/inward/record.url?scp=85181981621&partnerID=8YFLogxK
U2 - 10.1007/978-3-031-43733-5_4
DO - 10.1007/978-3-031-43733-5_4
M3 - Conference contribution
AN - SCOPUS:85181981621
SN - 9783031437328
T3 - Lecture Notes in Networks and Systems
SP - 39
EP - 48
BT - Management, Tourism and Smart Technologies - ICMTT 2023 Volume 2
A2 - Montenegro, Carlos
A2 - Rocha, Álvaro
A2 - Cueva Lovelle, Juan Manuel
PB - Springer Science and Business Media Deutschland GmbH
T2 - International Conference on Management, Tourism and Technologies, ICMTT 2023
Y2 - 4 May 2023 through 6 May 2023
ER -