Addressing demographic differences in servicescape influence among department stores’ patrons in Malaysia / Zuraini Alias, Mokhtar Abdullah

While numerous published works have extensively examined servicescape models and its linkage to loyalty, not many have systematically examined the influence of demographic factors specifically on servicescape in the context of department stores. The purpose of this study is to examine whether servic...

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Main Author:	Abdullah, Mokhtar
Format:	Article
Language:	English
Published:	Faculty of Business and Management, Universiti Teknologi MARA, Puncak Alam Campus 2017
Subjects:	Department stores Malaysia HT Communities. Classes. Races
Online Access:	http://ir.uitm.edu.my/id/eprint/19031/ http://ir.uitm.edu.my/id/eprint/19031/ http://ir.uitm.edu.my/id/eprint/19031/2/AJ_ZURAINI%20ALIAS%20JIBE%20B%2017.pdf

id	uitm-19031
recordtype	eprints
spelling	uitm-190312019-03-11T03:38:16Z http://ir.uitm.edu.my/id/eprint/19031/ Addressing demographic differences in servicescape influence among department stores’ patrons in Malaysia / Zuraini Alias, Mokhtar Abdullah Abdullah, Mokhtar Department stores Malaysia HT Communities. Classes. Races While numerous published works have extensively examined servicescape models and its linkage to loyalty, not many have systematically examined the influence of demographic factors specifically on servicescape in the context of department stores. The purpose of this study is to examine whether servicescape of department stores have specific influence on six demographic characteristics (age, gender, income, race, education and occupation). A mall intercept method was conducted by administering 560 questionnaires across 5 regions in Malaysia. The results indicate that age and income are strongly associated with servicescape (differences in perception as well as experiences on servicescape), while gender, race, occupation, education and occupation are not. Additionally, it was found that older consumers possess different motives on servicescape implications compared to the younger consumers. The results indicated that patrons to department stores have different perception on servicescapes especially among the high income and younger age groups. The findings will enable retailers to understand the implications of customers’ experiential values and personality in line with the demographic characteristics affecting the servicescape offerings. This could lead to better servicescape development strategies to create unique in-store environments to enhance shopping experiences and therefore, result in more satisfied shoppers. Faculty of Business and Management, Universiti Teknologi MARA, Puncak Alam Campus 2017-06 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/19031/2/AJ_ZURAINI%20ALIAS%20JIBE%20B%2017.pdf Abdullah, Mokhtar (2017) Addressing demographic differences in servicescape influence among department stores’ patrons in Malaysia / Zuraini Alias, Mokhtar Abdullah. Journal of International Business, Economics and Entrepreneurship (JIBE), 2 (1). pp. 23-33. ISSN 2550-1429 https://jibe.uitm.edu.my/
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Department stores Malaysia HT Communities. Classes. Races
spellingShingle	Department stores Malaysia HT Communities. Classes. Races Abdullah, Mokhtar Addressing demographic differences in servicescape influence among department stores’ patrons in Malaysia / Zuraini Alias, Mokhtar Abdullah
description	While numerous published works have extensively examined servicescape models and its linkage to loyalty, not many have systematically examined the influence of demographic factors specifically on servicescape in the context of department stores. The purpose of this study is to examine whether servicescape of department stores have specific influence on six demographic characteristics (age, gender, income, race, education and occupation). A mall intercept method was conducted by administering 560 questionnaires across 5 regions in Malaysia. The results indicate that age and income are strongly associated with servicescape (differences in perception as well as experiences on servicescape), while gender, race, occupation, education and occupation are not. Additionally, it was found that older consumers possess different motives on servicescape implications compared to the younger consumers. The results indicated that patrons to department stores have different perception on servicescapes especially among the high income and younger age groups. The findings will enable retailers to understand the implications of customers’ experiential values and personality in line with the demographic characteristics affecting the servicescape offerings. This could lead to better servicescape development strategies to create unique in-store environments to enhance shopping experiences and therefore, result in more satisfied shoppers.
format	Article
author	Abdullah, Mokhtar
author_facet	Abdullah, Mokhtar
author_sort	Abdullah, Mokhtar
title	Addressing demographic differences in servicescape influence among department stores’ patrons in Malaysia / Zuraini Alias, Mokhtar Abdullah
title_short	Addressing demographic differences in servicescape influence among department stores’ patrons in Malaysia / Zuraini Alias, Mokhtar Abdullah
title_full	Addressing demographic differences in servicescape influence among department stores’ patrons in Malaysia / Zuraini Alias, Mokhtar Abdullah
title_fullStr	Addressing demographic differences in servicescape influence among department stores’ patrons in Malaysia / Zuraini Alias, Mokhtar Abdullah
title_full_unstemmed	Addressing demographic differences in servicescape influence among department stores’ patrons in Malaysia / Zuraini Alias, Mokhtar Abdullah
title_sort	addressing demographic differences in servicescape influence among department stores’ patrons in malaysia / zuraini alias, mokhtar abdullah
publisher	Faculty of Business and Management, Universiti Teknologi MARA, Puncak Alam Campus
publishDate	2017
url	http://ir.uitm.edu.my/id/eprint/19031/ http://ir.uitm.edu.my/id/eprint/19031/ http://ir.uitm.edu.my/id/eprint/19031/2/AJ_ZURAINI%20ALIAS%20JIBE%20B%2017.pdf
first_indexed	2023-09-18T23:01:41Z
last_indexed	2023-09-18T23:01:41Z
_version_	1777418215795720192

Addressing demographic differences in servicescape influence among department stores’ patrons in Malaysia / Zuraini Alias, Mokhtar Abdullah

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