Examining relationship between tourists expectation, destination image, perceive quality and tourists satisfaction on shopping hub at One Utama shopping mall

A greater satisfaction is important for the tourism sector, especially within shopping tourism. Therefore, this research aims to identify the relationship between tourists expectation, destination image, perceived quality and tourists satisfaction on shopping hub at One Utama Shopping Mall. The objectives of this study include: i) To identify whether the tourists expectation influence the tourists satisfaction towards shopping hub in One Utama. ii) To examine whether the destination image influence the tourists satisfaction towards shopping hub in One Utama. iii) To investigate whether the perceive quality influence the tourists satisfaction towards shopping hub in One Utama. Data was collected by conducting quantitative approach using questionnaire and distributed among domestic tourists who have come to One Utama. The data analysis used in this study includes the descriptive statistic, the reliability test and the Pearson correlation coefficient. In general, the respondents were pleased with the destination's image and the shopping center's perceived quality. Tourists are likewise pleased with One Utama because their expectations for that shopping district were met. The satisfaction of these tourists leads to the formation of a significant relationship between all of the independent and dependent variables. Consequently, it can be proved through the Pearson Correlation results that there was a very high positive relationship between tourists’ expectation (r = 0.847**), destination image (r = 0.842** ), perceived quality (r = 0.827** ) and tourists’ satisfaction towards shopping hub in One Utama Shopping Mall. It signifies that all of the research questions have been answered, as well as the study's hypothesis. The outcomes of this study may provide better suggestions for tourism management and destination operators in One Utama Shopping Mall, in developing better strategies to satisfy travelers.