Associated Factors in the Shopping Experience that Influence Customer Satisfaction Mediated by Mood

Arce-Stojkic J.; Chicaña-Huanca S.; Gutierrez-Aguilar O. · Lecture Notes in Networks and Systems (2024) · DOI: 10.1007/978-3-031-43733-5_4

Resumen

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.

Instituciones: Universidad Católica de Santa María