摘要：Shopping malls are one of the tourism industry’s most attractive and dynamic generators of profit.
This study focuses on One Utama Shopping Mall, one of the largest and most well-known shopping
centres in Malaysia. The research objective is to determine the level of visitor satisfaction at One
Utama and understand how it contributes to the mall’s growth and retention of clientele. Data are
collected by way of stratified random sampling and analysed using SPSS 20.0 software. Results
demonstrate a significant relationship between all independent variables related to visitor satisfaction:
entertainment activities, management services, and shopping centre design. Moreover, push
and pull factors are accounted for in determining motivations for visiting the mall. The conclusions
of this study are particularly useful for shopping centre owners and stakeholders looking to promote
revenue and growth.
