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Identification of factors affecning the satisfaction of visitors to the shopping center

Student: Kolokolnikova Ulyana

Supervisor: Elena Panteleeva

Faculty: Graduate School of Business

Educational Programme: Retail Management (Master)

Year of Graduation: 2020

The topic of consumer satisfaction and its assessment is not new in the night environment: now, there is a significant layer of research on satisfaction in various industries, but the number of articles devoted to the field of shopping centers is extremely small. The reduced gaps in knowledge: the comprehensive concepts of "satisfaction" and “shopping center", a list of factors of satisfaction of visitors of the shopping center taking into account the specifics of the Russian market. Part of the work is devoted to the study of the shopping center market, its development paths, trends, and the current situation during the pandemic. The purpose of this work is to identify the most important factors that affect the satisfaction of shopping center visitors. Object: assessment of customer satisfaction in the shopping center. Subject: factors of customer satisfaction in the Mall. The theoretical novelty is to reduce the gaps in knowledge on the topic of satisfaction. A practical significance: in identifying the most important factors of shopping center satisfaction for the Russian market, as well as in developing recommendations for their identification.

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