Relationship between food services and customers' visit intention in shopping malls.

Efecto de los servicios de alimentación sobre la satisfacción e intención de visita del consumidor

Published 2025-11-20


https://doi.org/10.30554/lumina.v26.n2.5417.2025
Open | Download
PDF (Spanish) FLIP
Issue
Vol. 26 No. 2 (2025): Lúmina 26(2)
Section
Artículo de investigación científica
How to Cite
Castro-Ardila, I., Ortegon-Cortazar, L., & Castro-Cabal , G. . (2025). Relationship between food services and customers’ visit intention in shopping malls. Lúmina, 26(2), E0078. https://doi.org/10.30554/lumina.v26.n2.5417.2025
Download Citation
Endnote/Zotero/Mendeley (RIS) BibTeX
DOI

https://doi.org/10.30554/lumina.v26.n2.5417.2025
Dimensions
PlumX

How to Cite

Castro-Ardila, I., Ortegon-Cortazar, L., & Castro-Cabal , G. . (2025). Relationship between food services and customers’ visit intention in shopping malls. Lúmina, 26(2), E0078. https://doi.org/10.30554/lumina.v26.n2.5417.2025

Download Citation

license
Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Isabella Castro-Ardila
INSTITUCIÓN UNIVERSITARIA POLITECNICO GRANCOLOMBIANO
https://orcid.org/0009-0006-0619-4952 ORCID
Leonardo Ortegon-Cortazar
INSTITUCIÓN UNIVERSITARIA POLITECNICO GRANCOLOMBIANO
https://orcid.org/0000-0003-2130-636X ORCID
German Castro-Cabal
INSTITUCIÓN UNIVERSITARIA POLITECNICO GRANCOLOMBIANO
https://orcid.org/0000-0003-0212-6603 ORCID
Show authors biography

Isabella Castro-Ardila,

Profesional en formación del programa de Mercadeo y Publicidad

Leonardo Ortegon-Cortazar,

Profesor. Doctor en marketing

German Castro-Cabal ,

Profesor. MBA y Profesional en gestión empresarial con especialización en comercio internacional

Shopping malls contribute significantly to the economic development of cities through multiple attraction factors, among which food services have been scarcely analyzed despite their progressive growth in modern retail formats. In this regard, a study was conducted to analyze the relationship between the perception of food services and the visit intention of customers attending shopping malls. A quantitative approach was adopted using a structured survey administered to over 500 individuals. The results reveal that the most important attributes are food quality, variety of options, staff service, and the physical environment. Additionally, a significant correlation was found with visit intention, highlighting the importance of variety in the gastronomic offer as a key aspect. These findings provide empirical evidence and expand the current knowledge on service marketing and consumer behavior in modern retail environments.

Article visits 55 | PDF visits 25

Downloads

Download data is not yet available.
  1. Alavi, S. A., Rezaei, S., Valaei, N., & Wan Ismail, W. K. (2016). Examining shopping mall consumer decision-making styles, satisfaction and purchase intention. The International Review of Retail, Distribution and Consumer Research, 26(3), 272-303. https://doi.org/10.1080/09593969.2015.1096808
  2. AmericaMalls & Retail (2025). Centros comerciales en Bogotá, motores del comercio, el ocio y la vida urbana en 2024. Nota de prensa. https://america-retail.com/malls/colombia-malls/centros-comerciales-en-bogota-motores-del-comercio-el-ocio-y-la-vida-urbana-en-2024/
  3. AmericaMalls & Retail (2024). Plaza Central: líder indiscutible en oferta gastronómica en Bogotá. America-retail.com. https://america-retail.com/malls/plaza-central-lider-indiscutible-en-oferta-gastronomica-en-bogota/
  4. Arica, AH (2022). Importancia de la Hotelería en el Turismo . Linkedin.com. https://www.linkedin.com/pulse/importancia-de-la-hoteler%C3%ADa-en-el-turismo-antay-hotel-arica/
  5. Bagozzi, R.P. and Yi, Y. (1988). On the evaluation of structural equation models", Journal of the Academy of Marketing Science, Vol. 16, pp. 74-94. https://doi.org/10.1007/BF02723327
  6. Basu, R., Paul, J., & Singh, K. (2022). Visual merchandising and store atmospherics: An integrated review and future research directions. Journal of Business Research, 151, 397-408. https://doi.org/10.1016/j.jbusres.2022.07.019
  7. Baudrillard, J. (1995). La sociedad del consumo. https://ganexa.edu.pa/wp-content/uploads/2014/11/ARTGBaudrillardJeanLaSociedadDeConsumoSusMitosSusEstructuras.pdf
  8. Beltrán, M. D. P. D., & Romero, Y. M. H. (2019). Alimentación saludable y oferta de restaurantes. Una revisión de la evidencia reciente en la literatura. Ciência & Saúde Coletiva, 24(3), 853-864. https://doi.org/10.1590/1413-81232018243.03132017
  9. Biscaia, A. R., Rosa, M. J., Moura e Sá, P., & Sarrico, C. S. (2017). Assessing customer satisfaction and loyalty in the retail sector. International Journal of Quality & Reliability Management, 34(9), 1508-1529. https://doi.org/10.1108/IJQRM-03-2015-0039
  10. Calvo-Porral, C., & Lévy-Mangín, J. P. (2018). Pull factors of the shopping malls: an empirical study. International Journal of Retail & Distribution Management, 46(2), 110-124. https://doi.org/10.1108/IJRDM-02-2017-0027
  11. Chao, R. F., Fu, Y., & Liang, C. H. (2021). Influence of servicescape stimuli on word-of-mouth intentions: An integrated model to indigenous restaurants. International Journal of Hospitality Management, 96, 102978. https://doi.org/10.1016/j.ijhm.2021.102978
  12. Cortazar, L. O., & Vela, M. R. (2015). Brand image and lexicographic analysis: An application to shopping malls. Cuadernos de Gestión, 15(2), 143-162. https://doi.org/10.5295/cdg.140485lo
  13. Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. https://doi.org/10.1016/S0022-4359(00)00028-2
  14. Dabral, P., Chelamallu, K., Sthapit, E., Björk, P., & Piramanayagam, S. (2025). Towards a better understanding of customer satisfaction with shopping mall food courts. Journal of Hospitality and Tourism Insights, 8(5), 1867-1884. https://doi.org/10.1108/JHTI-05-2024-0494
  15. de Niz Sedano, Á. G., & Nájera González, A. (2023). La sustentabilidad en la industria de restaurantes: prácticas, desafíos y oportunidades. Suma de Negocios, 14(31), 164-173. https://doi.org/10.14349/sumneg/2023.v14.n31.a8
  16. Del Rio, D. (2019). Gastronomía en Centros Comerciales. Del Río. Nota de prensa. http://delrio.biz/gastronomia-en-centros-comerciales/
  17. Díaz, M. P., & Hernandez, Y. M. (2019). Alimentación saludable y oferta de restaurantes. Una revisión de la evidencia en la literatura. Revisao–Cienc saude colet, 24(3), https://doi.org/10.1590/1413-81232018243.03132017
  18. Dijkstra, T.K. and Henseler, J. (2015). Consistent and asymptotically normal PLS estimators for linear structural equations. Computational Statistics & Data Analysis, Vol. 81, pp. 10-23. https://doi.org/10.1016/j.csda.2014.07.008
  19. Dirsehan, T., & Cankat, E. (2021). Role of mobile food-ordering applications in developing restaurants’ brand satisfaction and loyalty in the pandemic period. Journal of Retailing and Consumer Services, 62, 102608. https://doi.org/10.1016/j.jretconser.2021.102608
  20. Douglas, M. & Isherwood, B. (1979). El mundo de los bienes - hacia una antropología del consumo. Grijalbo, México. https://ecossur.wordpress.com/wp-content/uploads/2015/04/el-mundo-de-los-bienes-douglas-mary.pdf
  21. El Tiempo (2022). Qué actividades son las favoritas de los colombianos en centros comerciales. Nota de prensa. https://www.eltiempo.com/economia/sectores/conozca-a-que-estan-yendo-los-colombianos-a-los-centros-comerciales-675663
  22. El‐Adly, M. (2007). Shopping malls attractiveness: a segmentation approach. International journal of retail & distribution management, 35(11), 936-950. https://doi.org/10.1108/09590550710828245
  23. Elmashhara, M. G., & Soares, A. M. (2022). Linking atmospherics to shopping outcomes: The role of the desire to stay. Journal of Retailing and Consumer Services, 64, 102744. https://doi.org/10.1016/j.jretconser.2021.102744
  24. Eroglu, S. A., Machleit, K. A., & Neybert, E. G. (2022). Crowding in the time of COVID: Effects on rapport and shopping satisfaction. Journal of Retailing and Consumer Services, 64, 102760. https://doi.org/10.1016/j.jretconser.2021.102760
  25. Errajaa, K., Hombourger-Barès, S., & Audrain-Pontevia, A. F. (2022). Effects of the in-store crowd and employee perceptions on intentions to revisit and word-of-mouth via transactional satisfaction: A SOR approach. Journal of Retailing and Consumer Services, 68, 103087. https://doi.org/10.1016/j.jretconser.2022.103087
  26. Faria, S., Carvalho, J. M., & Vale, V. T. (2022). Service quality and store design in retail competitiveness. International Journal of Retail & Distribution Management, 50(13), 184-199. https://doi.org/10.1108/IJRDM-01-2022-0005
  27. Forero-Bautista, A., & Ortegón-Cortázar, L. (2023). ¿ Por qué visitar lifestyle centers? Variables alternativas de atracción a través de un modelo de ecuaciones estructurales. RETOS. Revista de Ciencias de la Administración y Economía, 13(25), 87-103. https://doi.org/10.17163/ret.n25.2023.06
  28. Fornell, C. and Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, Vol. 18 No. 1, pp. 39-50. https://doi.org/10.1177/002224378101800104
  29. Fortune Business Insights (2025). Tamaño del mercado del servicio de alimentos, participación e análisis de la industria.Informe de mercado. Recuperado en https://www.fortunebusinessinsights.com/es/food-service-market-106277
  30. Gimenes, M. H. S. G., Fraiz Brea, J. A., & Gândara, J. M. (2012). Comidas inolvidables: La construcción de una metodología para analizar las experiencias de comer fuera de casa. Estudios y perspectivas en turismo. 21(4), 802-824. https://www.scielo.org.ar/pdf/eypt/v21n4/v21n4a01.pdf
  31. González‐Hernández, E. & Orozco‐Gómez, M. (2012). A segmentation study of Mexican consumers based on shopping centre attractiveness. International Journal of Retail y Distribution Management. 40(10), 759-777. https://doi.org/10.1108/09590551211263173
  32. Hair, J. F. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). sage.
  33. Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European business review, 31(1), 2-24. https://doi.org/10.1108/EBR-11-2018-0203
  34. Hair, J.F., Astrachan, C.B., Moisescu, O.I., Radomir, L., Sarstedt, M., Vaithilingam, S. and Ringle, C.M. (2021). Executing and interpreting applications of PLS-SEM: Updates for family business researchers. Journal of Family Business Strategy, Vol. 12 No. 3, 100392. https://doi.org/10.1016/j.jfbs.2020.100392
  35. Han, S. H., Nguyen, B., & Simkin, L. (2016). The dynamic models of consumers’ symbolic needs: in the context of restaurant brands. European Journal of Marketing, 50(7/8), 1348-1376. https://doi.org/10.1108/EJM-03-2015-0144
  36. Hernández, R., Fernández, C., & Baptista, P. (2014). Metodología de la investigación (Vol. 6, pp. 102-256). McGraw-Hill. México.
  37. Jang, S., & Namkung, Y. (2009). Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants. Journal of Business Research, 62(4), 451–460. https://doi.org/10.1016/j.jbusres.2008.01.038
  38. Joy, A., Wang, J. J., Orazi, D. C., Yoon, S., LaTour, K., & Peña, C. (2023). Co-creating affective atmospheres in retail experience. Journal of Retailing, 99(2), 297-317. https://doi.org/10.1016/j.jretai.2023.05.002
  39. Kiatkawsin, K., & Han, H. (2019). What drives customers’ willingness to pay price premiums for luxury gastronomic experiences at Michelin-starred restaurants?. International Journal of Hospitality Management, 82, 209-219. https://doi.org/10.1016/j.ijhm.2019.04.024
  40. Kowalczyk, A., Kubal-Czerwińska, M., Duda-Gromada, K., & Korpysz, A. (2020). New Gastronomic Hotspots in the Urban Space. Food Courts in Poland. Gastronomy and Urban Space: Changes and Challenges in Geographical Perspective, 273-293. https://doi.org/10.1007/978-3-030-34492-4_15
  41. Kursunluoglu, E. (2014). Shopping centre customer service: creating customer satisfaction and loyalty. Marketing Intelligence & Planning, 32(4), 528-548. https://doi.org/10.1108/MIP-11-2012-0134
  42. LA FM (2024). Sorpresa en centros comerciales de Bogotá: habrá nueva oferta de restaurantes.Nota de prensa. https://www.lafm.com.co/economia/sorpresa-en-centros-comerciales-de-bogota-habra-nueva-oferta-de-restaurantes
  43. Liengaard, B.D., Sharma, P.N., Hult, G.T.M., Jensen, M.B., Sarstedt, M., Hair, J.F. and Ringle, C.M. (2021). Prediction: Coveted, yet forsaken? Introducing a cross-validated predictive ability test in partial least squares path modeling. Decision Sciences, Vol. 52 No. 2, pp. 362-392 https://doi.org/10.1111/deci.12445
  44. Mahin, M. A., & Adeinat, I. M. (2020). Factors driving customer satisfaction at shopping mall food courts. International Business Research, 13(3), 1–27. https://doi.org/10.5539/ibr.v13n3p27
  45. Makgopa, S. S. (2018). Determining shopping malls customers’ satisfaction and loyalty. Journal of Business and Retail Management Research, 13(1). https://doi.org/10.24052/JBRMR/V13IS01/ART-12
  46. Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. The MIT Press.
  47. Newson, R. S., van der Maas, R., Beijersbergen, A., Carlson, L., & Rosenbloom, C. (2015). International consumer insights into the desires and barriers of diners in choosing healthy restaurant meals. Food Quality and Preference. 43, 63-70. https://doi.org/10.1016/j.foodqual.2015.02.016
  48. Nielsen (2016). El 38% de los colombianos come fuera de su hogar una o más veces a la semana. NIQ; Nielsen.Informe de mercado. https://nielseniq.com/global/es/insights/analysis/2016/38-por-ciento-de-los-colombianos-come-fuera-de-su-hogar-una-o-mas-veces-a-la-semana/
  49. Núñez, M. Z. (2015). Inocuidad alimentaria en restaurantes de hoteles Acapulco Guerrero: franja de playa de la zona Dorada. Revista Mexicana de Ciencias Agrícolas, 1, 517-522. https://www.redalyc.org/pdf/2631/263139243070.pdf
  50. Ortegon, L. (2019). Role of the eco-natural environment as an alternative attractiveness factor in malls. Management Research: Journal of the Iberoamerican Academy of Management, 17(2), 168-186. https://doi.org/10.1108/MRJIAM-02-2018-0814
  51. Ortegón, L., & Royo, M. (2019). Effects of the biophilic atmosphere on intention to visit: the affective states’ mediating role. Journal of Services Marketing, 33(2), 168-180. https://doi.org/10.1108/JSM-01-2018-0019
  52. Paul, J., Sankaranarayanan, K. G., & Mekoth, N. (2016). Consumer satisfaction in retail stores: Theory and implications. International Journal of Consumer Studies, 40(6), 635-642. https://doi.org/10.1111/ijcs.12285
  53. Portafolio. (2025). ¿Cuántos centros comerciales hay en Bogotá?Nota de prensa. https://www.portafolio.co/tendencias/sociales/cuantos-centros-comerciales-hay-en-bogota-629074
  54. Preacher, K.J. and Hayes, A.F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, Vol. 40 No. 3, pp. 879-891. https://doi.org/10.3758/BRM.40.3.879
  55. Raddar (2024). Informe del gasto de los hogares. comidas fuera del hogar. Septiembre 2024. Informe de mercado. https://raddar.net/wp-content/uploads/2019/09/G07.-Informe-gasto-de-los-hogares-Comidas-fuera-del-hogar_Septiembre-2024.pdf
  56. Saldarriaga, C. (2024). Instituciones de educación superior y entornos alimentarios saludables. Ámbito Jurídico. https://www.ambitojuridico.com/noticias/columnista-online/educacion-y-cultura/instituciones-de-educacion-superior-y-entornos
  57. Serhan, M., & Serhan, C. (2019). The impact of food service attributes on customer satisfaction in a rural university campus environment. International journal of food science, 2019(1), 2154548. https://doi.org/10.1155/2019/2154548
  58. Sharma, P.N., Liengaard, B.D., Hair, J.F., Sarstedt, M. and Ringle, C.M. (2022). Predictive model assessment and selection in composite-based modeling using PLS-SEM: Extensions and guidelines for using CVPAT. European Journal of Marketing, Vol. 57 No. 6, pp. 1662-1677. https://doi.org/10.1108/EJM-08-2020-0636
  59. Sosa, E. N., & León, A. M. (2003). Metodología para el perfeccionamiento de los procesos en empresas hoteleras. CICAG: Revista del Centro de Investigación de Ciencias Administrativas y Gerenciales, 2(2), 1-15. https://dialnet.unirioja.es/descarga/articulo/6902406.pdf
  60. Dabral, P., Chelamallu, K., Sthapit, E., Björk, P., & Piramanayagam, S. (2025). Towards a better understanding of customer satisfaction with shopping mall food courts. Journal of Hospitality and Tourism Insights, 8(5), 1867-1884. https://doi.org/10.1108/JHTI-05-2024-0494
  61. Szocs, C., Kim, Y., Lim, M., Mera, C. A., & Biswas, D. (2023). The store of the future: Engaging customers through sensory elements, personalized atmospherics, and interpersonal interaction. Journal of Retailing, 99(4), 605-620. https://doi.org/10.1016/j.jretai.2023.11.005
  62. Vega F. (2013). El papel del Nutricionista en un Servicio de Alimentación Hospitalario. Revista Biociencias, 10. pp 3-10. https://revistas.uax.es/index.php/biociencia/article/view/664/620

Information

Perfil de Google Scholar

Indexación
DIRECTORIOS

PKP INDEX

LATIN REV

CAPES

BASE

OAJI

ECONBIZ

MIAR

BASE

SCILIT         

WORLDCAT

CROSSREF 

CIRC

EZB LIBRARY

 

Keywords

QR code

Sistema OJS 3.4.0.10 - Metabiblioteca |