The Impact of Customer Experience Dimensions on Customer Joy: An Empirical Study on Customers of Prestigious Grocery Restaurants in Shopping Centers in Cairo

Document Type : Original Article

Author

Higher Technological Institute Tenth of Ramadan Cairo Egypt

Abstract

This study proposes a model to examine the relationship among customer's experience (physical envirnoment, interaction with staff, interaction with other customers and food services) and customer delight moderated by brand prestige in prestigious grocerants in Cairo malls. A sample of 384 visitors in seven malls in Cairo was selected. Findings showed that all of the hypotheses were supported; indicating that physical envirnoment, interaction with staff, interaction with other customers and food services had a significant impact on customers' delight. Moreover, brand prestige influenced customer delight. Finally, brand prestige moderated the relationship between customer experience and customer delight.

Keywords

Files

Share

How to cite

Statistics