Journal Screenshot

International Journal of Academic Research in Business and Social Sciences

Open Access Journal

ISSN: 2222-6990

An Assessment of Tourists’ Shopping Experiential and Loyalty Intentions in Malaysian Outlet Shopping Malls

Fadhilah Zainal Abidin, Mazlina Mahdzar

http://dx.doi.org/10.6007/IJARBSS/v11-i13/8499

Open access

This study was conducted to empirically examine the effects of shopping tourism experiences on visitors’ loyalty intentions at Gateway@KLIA2 and Mitsui Outlet Park, Sepang. Administrative questionnaires were distributed personally to 384 tourists using tablet google form. The data was analysed using the Statistical Program for the Social Science (SPSS) and Partial Least Squares -Structural Equation Modelling (PLS-SEM). Findings revealed that there is a significant relationship between tourists’ shopping experience and loyalty intentions. The study concluded that understanding the tourist experiences based on experiential marketing or Strategic Experience Modules by Schmitt which are sensory, affective, intellectual, behaviour, and relational is beneficial for shopping mall operators and retail industry in Malaysia.

Agapito, D., Mendes, J., & Valle, P. (2013). Exploring the conceptualization of the sensory dimension of tourist experiences. Journal of Destination Marketing and Management, 2(2), 62-73.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modelling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411.
Baker, D. A., and Crompton, J. L. (2000). Quality, satisfaction and behavioural intentions. Annals of Tourism Research, 27(3), 785-804.
Bernama. (2016). National revenue from 'shopping tourism' rises by 17.1 percent. Retrieved from http://english.astroawani.com/business-news/nationalrevenue-shopping-tourism-rises-17-1-percent-121746
Bojanic, D. C. (2011). The impact of age and family life experiences on Mexican visitor shopping expenditures. Tourism Management, 32(2), 406-414.
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: what is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52-68.
Chang, S. (2018). Experience economy in hospitality and tourism: Gain and loss values for service and experience. Tourism Management, 64, 55-63.
Chin, W. W. (1998a). The partial least squares approach to structural equation modelling. Modern Methods for Business Research, 295(2), 295-336.
Cai, L. A., Lehto, X. Y., & O'leary, J. (2001). Profiling the US-bound Chinese travellers by purpose of trip. Journal of Hospitality and Leisure Marketing, 7(4), 3-16.
Department of Statistics Malaysia. (2018). Press Release Economic Census 2016: Tourism Statistics. Retrieved from
https://www.dosm.gov.my/v1/index.php?r=column/pdfPrev&id=VmZsbTU4NDlFcFZRdVF6ZDF3OW4zZz09
Department of Statistics Malaysia. (2018). Tourism Satellite Account 2017. Retrieved from https://www.dosm.gov.my/v1/index.php?r=column/cthemeByCat&cat=111&bul_id=YlU1d29XWW1kRUtBVWVuMS9lcUZ3QT09&menu_id=TE5 CRUZCblh4ZTZMODZIbmk2aWRRQT09.
Fredrickson, B. L. (2001). The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. American Psychologist, 56(3), 218.
Gil, S., & Droit-Volet, S. (2009). Time perception, depression and sadness. Behavioural Processes, 80(2), 169-176.
Han, H., & Back, K. (2008), Relationships among image congruence, consumption emotions, and customer loyalty in the lodging industry. Journal of Hospitality and Tourism Research, (32) 4, 467-490.
Henderson, J. C., Chee, L., Mun, C. N., & Lee, C. (2011). Shopping, tourism, and retailing in Singapore. Managing Leisure, 16, 36-48.
Hudson, S., & Ritchie, J. B. (2009). Branding a memorable destination experience. The case of ‘Brand Canada’. International Journal of Tourism Research, 11(2), 217- 228.
Hung, K., & Petrick, J. F. (2012). Testing the effects of congruity, travel constraints, and self-efficacy on travel intentions: An alternative decision-making model. Tourism Management, 33(4), 855-867.
Jones, T., & Taylor, S. F. (2007). The conceptual domain of service loyalty: how many dimensions? Journal of Services Marketing, 21(1), 36-51.
Kim, J.-H., & Ritchie, J. B. (2014). Cross-cultural validation of a memorable tourism experience scale (MTES). Journal of Travel Research, 53(3), 323-335.
Kim, M.-J., Chung, N., & Lee, C.-K. (2011). The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea. Tourism Management, 32(2), 256-265
Klaus, P., & Maklan, S. (2012). Towards a better measure of customer experience. International Journal of Market Research, (55)2, 227-246.
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96.
Lin, C.-H., & Kuo, B. Z.-L. (2016). The behavioural consequences of tourist experience. Tourism Management Perspectives, 18, 84-91.
Lloyd, A. E., Yip, L. S., & Luk, S. T. (2011). An examination of the differences in retail service evaluation between domestic and tourist shoppers in Hong Kong. Tourism Management, 32(3), 520-533.
Mahdzar, M., Izhar, F. S., Wee, H., Ghani, A. A., Hamid, Z. A., & Anuar, N. A. M. (2017). Measuring Experience Economy and Satisfaction: An Examination of Visitors in Agricultural Park. Advanced Science Letters, 23(8), 7574-7577.
Marschall, S. (2012). ‘Personal memory tourism’ and a wider exploration of the tourism? memory nexus. Journal of Tourism and Cultural Change, 10(4), 321- 335.
Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116.
Murphy, L., Moscardo, G., Benckendorff, P., & Pearce, P. (2011). Evaluating tourist satisfaction with the retail experience in a typical tourist shopping village. Journal of Retailing and Consumer Services, 18(4), 302-310.
Oliver, R. L. (1999). Whence Customer Loyalty. Journal of Marketing, 63, Special Issue, 33-44
Pearce, P. L. (2011). Tourist Behaviour and the Contemporary World (Vol. 51): Channel view publications.
Pearce, P. L., Wu, M.-Y., De Carlo, M., & Rossi, A. (2013). Contemporary experiences of Chinese tourists in Italy: An on-site analysis in Milan. Tourism Management Perspectives, 7, 34-37.
Pharino, C., Pearce, P., & Pryce, J. (2018). Paranormal tourism: Assessing tourists' onsite experiences. Tourism Management Perspectives, 28, 20-28.
Klaus, P., & Maklan, S. (2012). EXQ: a multiple-item scale for assessing service experience. Journal of Service Management, 23(1), 5-33.
Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76, 97-105.
Pizam, A., Chon, K. S., & Mansfeld, Y. (1999). Consumer Behaviour in Travel and Tourism: Psychology Press.
Quan, S., & Wang, N. (2004). Towards a structural model of the tourist experience: An illustration from food experiences in tourism. Tourism Management, 25(3), 297- 305.
Reichheld, F. F. (2001). Loyalty Rules: How Today's Leaders Build Lasting Relationships: Harvard Business Press.
Rodríguez-Santos, M. C., González-Fernández, A. M., & Cervantes-Blanco, M. (2013). Weak cognitive image of cultural tourism destinations. Quality and Quantity, 47(2), 881-895.
Rosanti, N. (2014). Pengaruh Experiential Marketing Dan Experiential Value Terhadap Customer Satisfaction (Survei Pada Mahasiswa Fia Bisnis 2013/2014 Pengguna Android Samsung). Jurnal Administrasi Bisnis, 16(1).
Sahiraliani, D. (2013). Pengaruh experiential marketing terhadap kepuasan konsumen Starbucks di Kota Bandung
Schmitt, B. H. (1999) Experiential Marketing. How to Get Customers to Sense, Feel, Think, Act, Relate to Your Company and Brands. The Free Press, New York.
Schmitt, B., Rogers, D., & Vrotsos, K. (2003). There's No Business That's Not Show Business: Marketing in an Experience Culture: FT Press.
Sheorey, P. (2014). An analysis of customer engagement management using the experiential marketing approach in the loyalty card industry
Suhartanto, D., & Triyuni, N. N. (2016). Tourist loyalty toward shopping destination: the role of shopping satisfaction and destination image. European Journal of Tourism Research, 13, 84.
Swanson, K. K., & Timothy, D. J. (2012). Souvenirs: Icons of meaning, commercialization and commoditization. Tourism Management, 33(3), 489- 499.
Tung, V. W. S., & Ritchie, J. B. (2011). Exploring the essence of memorable tourism experiences. Annals of Tourism Research, 38(4), 1367-1386.
World Tourism Organization. (2016), UNWTO Tourism Highlights, 2016 Edition, UNWTO. Retrieved from https://www.e-unwto.org/doi/pdf/10.18111/9789284418145
World Tourism Organization. (2018), UNWTO Tourism Highlights, 2018 Edition, UNWTO, Madrid, DOI: https://doi.org/10.18111/9789284419876.
Yoon, Y., & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tourism Management, 26(1), 45-56.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioural consequences of service quality. Journal of Marketing, 60(2), 31-46.
Zhang, H., Fu, X., Cai, L. A., & Lu, L. (2014). Destination image and tourist loyalty: A meta-analysis. Tourism Management, 40, 213-223.

In-Text Citation: (Abidin & Mahdzar, 2021)
To Cite this Article: Abidin, F. Z., & Mahdzar, M. (2021). An Assessment of Tourists’ Shopping Experiential and Loyalty Intentions in Malaysian Outlet Shopping Malls. International Journal of Academic Research in Business and Social Sciences, 11(13), 21–32.