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Evaluating Loyalty Intention Through the Influence of Servicescapes and Shoppers’ Experiential Values

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Proceedings of the 1st AAGBS International Conference on Business Management 2014 (AiCoBM 2014)

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Abstract

This paper outlines an exploratory analysis of a much larger study on the effect of servicescapes and experiential values on loyalty intention within the context of department stores. Shoppers to department stores are exposed to a variety of servicescape elements such as ambience, atmospherics and sight and smell. Such elements are likely to create distinct experiences, and these may have an impact on shoppers’ revisit intention to the department stores. This study operationalizes loyalty intention through revisit intention to the store, and based on the shoppers’ responses to Aeon outlet in Bukit Tinggi Klang, it is found that servicescape and experiential values do influence loyalty intention. Although there may be other variables affecting loyalty intention among shoppers, it can be established that servicescapes and experiential values do play a role in creating a positive outcome, and as such, the findings may be useful to both academics and practitioners.

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Acknowledgement

The researchers would like to express their sincere appreciation to the store manager of Jaya Jusco, Aeon Bukit Tinggi Shopping Centre, Miss Hanim Abu Samah for granting the permission to collect data at Jaya Jusco department store and in supporting this research.

Author information

Authors and Affiliations

  1. Faculty of Business, Universiti Selangor, Shah Alam, Malaysia

    Zuraini Alias & Mokhtar Abdullah

  2. Arshad Ayub Graduate Business School, Universiti Teknologi MARA, Shah Alam, Malaysia

    Rosmimah Mohd Roslin & Siti Halijjah Shariff

Authors
  1. Zuraini Alias
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  2. Mokhtar Abdullah
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  3. Rosmimah Mohd Roslin
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  4. Siti Halijjah Shariff
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Corresponding author

Correspondence to Zuraini Alias .

Editor information

Editors and Affiliations

  1. Universiti Teknologi MARA, Shah Alam, Malaysia

    Jaafar Pyeman

  2. Universiti Teknologi MARA, Shah Alam, Malaysia

    Wan Edura Wan Rashid

  3. Universiti Teknologi MARA, Shah Alam, Malaysia

    Azlina Hanif

  4. Universiti Teknologi MARA, Shah Alam, Malaysia

    Syed Jamal Abdul Nasir Syed Mohamad

  5. Universiti Teknologi MARA, Shah Alam, Malaysia

    Peck Leong Tan

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© 2016 Springer Science+Business Media Singapore

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Alias, Z., Abdullah, M., Roslin, R.M., Shariff, S.H. (2016). Evaluating Loyalty Intention Through the Influence of Servicescapes and Shoppers’ Experiential Values. In: Pyeman, J., Wan Rashid, W., Hanif, A., Syed Mohamad, S., Tan, P. (eds) Proceedings of the 1st AAGBS International Conference on Business Management 2014 (AiCoBM 2014). Springer, Singapore. https://doi.org/10.1007/978-981-287-426-9_30

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