AVM İmajının AVM Ziyareti, Müşteri Memnuniyeti, Müşteri Sadakati ve Ağızdan Ağıza İletişim Üzerindeki Etkisi
The Impact of Shopping Center Image on Shopping Center Patronage, Customer Satisfaction, Customer Loyalty and Word of Mouth

Summary/Abstract: Purpose – The aim of this work is designating the impact of shopping center’s image on shopping center’s patronage, customer satisfaction, customer loyalty and word of mouth. Design/methodology/approach – In the study, about related subject conceptual explanations and literature research results were presented. After the literature, research model, data collection and analysis methods were written. For the measurement of the variables determined in the model used in the research, it was taken from the scales that were previously studied in the literature, which their validity and reliability were tested. In the questionnaire used in the research, the participants evaluated each factor as a 5-point Likert scale. In this study, in Ankara 435 people who visit shopping centers completed the questionnaires. SPSS 24 and AMOS 24 programs were used to analyze the data. By obtained data, in testing the relationships of proposed model, confirmatory factor analysis and structural equation modeling analysis were applied.

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