Study goals
This paper aims to develop a mathematical model for decision support based on relevant attributes to the perception of a shopping center’s customers about quality in their process of choosing a brand for well-being, recreation, and expenditure.
Relevance / originality
The relevance of this paper is the possibility for management to make its decisions in physical retail guided by the customer’s vision in the industry 4 0 Being able to answer the questions such as‘Why is the customer loyal to your business?'
Methodology / approach
The paper intensely supported on review of the literature about attributes specifically used in this type of market, in the addition to approach application in a case study.
Main results
The paper carried out identified the main attributes to the customer experience in a shopping center, in addition to developing a mathematical model capable of generating managerial indicators
Theoretical / methodological contributions
The main contribution as a study was to develop mathematical model capable of creating a consensus in the perception of shopping center’s costumer regarding their business model service. The suggest delving into the research facing possible technological predictive gaps in the market.
Social / management contributions
For management, this paper clarifies the results of your customer service efforts, as well as the loyalty of your audience. It’s suggested to continue the study to technological changes in the industrial 4.0 in the physical and digital retail business model.