Towards a better understanding of customer satisfaction with shopping mall food courts

Darbal, Paritosh, Chelamallu, Karunya, Sthapit, Erose ORCID: https://orcid.org/0000-0002-1650-3900, Bjork, Peter and Piramanayagam, Senthilkumaran (2024) Towards a better understanding of customer satisfaction with shopping mall food courts. Journal of Hospitality and Tourism Insights. ISSN 2514-9792

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Abstract

Purpose In this study, we examined the attributes that determine shoppers’ satisfaction with food courts in shopping malls and the effects of this satisfaction on behavioural intentions towards shopping malls. Design/methodology/approach The data for this study were collected from 380 shoppers who visited food courts in shopping malls located in Hyderabad, India. The data were analysed using structural equation modelling. Findings The results indicate that fair prices, authenticity and the quality of the food, service and environment predict shoppers’ dining satisfaction and behavioural intentions. The findings also indicate that satisfaction with food court experiences has a strong positive influence on shoppers’ intention to revisit shopping malls. Practical implications Food service providers in Indian shopping malls should recognise that offering suitably priced and high-quality experiences is vital for sustaining their businesses in the long term as well as offer prompt service and warm hospitality to visitors to enhance customer satisfaction. Originality/value This study has implications for mall operators and food court managers seeking to enhance customer satisfaction with food courts and sustain the success of shopping malls. To the best of our knowledge, this is the first study to examine the factors that influence shoppers’ dining satisfaction and behavioural intentions in this context.