Professor,
The aim of the present study is to examine the factors influencing the perceptions of the customers visiting the shopping malls. A random sample of 150 customers has been selected for the study and the factor analysis technique was applied to analyze the data. The results of the factor analysis showed that customer service is the most important factor satisfied by the customers followed by mall appearance and strategies adopted by the malls, attitude of mall employees, promotional activities offered and customer support system. The study also examined the relationship of satisfaction scores of the customers with their personal characteristics using Chi square test. The results of the Chi square test showed that age of the respondents has shown significant association with opinion scores while gender, education and income of the customers have not shown any significant association.
