Relationship of Customer Satisfaction with Store Attributes: A study of Shopping Malls at Dhaka and Chattogram cities in Bangladesh

Abstract

Convenience Stores have to deal with many expressive, amiable and direct customers. Satisfaction differs from person to person. Appearance of store also moderates customers. Convenience sampling is used for this study and opinions of customers are collected. It has highlighted the factors that needed to be focused on increasing customer satisfaction. The study regards the positive association of customer loyalty programme, customer service and customer communication with store loyalty and store image. The study has helped the shopping malls to identify major issues in maintaining customer satisfaction. Store attributes and its necessity are also discussed in this study. However we have some limitations. This study, only used a sample of Bangladeshi people to examine our hypothesis. A longitudinal research design or experimental research is necessary to extend our findings. Finally, shopping malls can evaluate the importance of customer satisfaction and store attributes for future decisions in business.