International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

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Volume 8 Issue 3
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A Configuration-Based Approach to Shopping Mall Service Quality: Integrating Shopper Segmentation with Structural Analysis

Author(s) Ms. Riya Ghosh, Dipa Mitra
Country India
Abstract This study attempts to identify distinct segments of Indian shopping mall visitors based on how they evaluate service quality, determine the structural interrelationships among the mall service quality dimensions and finally develop a strategic typology for developing segment-specific mall strategies. The research adopts a quantitative design based on primary data gathered from 525 frequent shopping mall visitors from Kolkata, Delhi NCR, Mumbai and Chennai. Advanced descriptive and statistical analyses are conducted using SPSS and R software. The findings indicate that three major mall visitor categories are available that have unique service quality priorities. Also, the results identify three major configurations of service quality dimensions, highlighting the interconnections among the dimensions. The identified service quality configurations are efficiency of operations, human interaction and accessibility related factors. This study underscores the need for developing service-related strategies based on the requirements of the specific segments, since a universal strategy is not suitable for all segments of shoppers. This study makes a novel contribution by integrating mall visitor segmentation with structural analysis of mall service quality dimensions. This provides valuable insight for the Indian shopping mall management for improving mall visitors’ satisfaction.
Keywords Service quality configurations, service quality perceptions, shopping mall, strategic typology
Field Business Administration
Published In Volume 8, Issue 3, May-June 2026
Published On 2026-05-19
DOI https://doi.org/10.36948/ijfmr.2026.v08i03.77757
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E-ISSN 2582-2160
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