Assessment of Spatial Layout and Customer Satisfaction in Selected Mixed-Use Shopping Malls in Ibadan, Nigeria
1Makinde, O. O., 1Okandeji, A.J.. and 2Makinde, O.T
1,Department of Architecture, Ladoke Akintola University of Technology, Ogbomoso, Oyo State, Nigeria
2Department of Estate Management, Osun State University, Osogbo, Nigeria
DOI: 10.36108/laujoces/6202.71.0161
Abstract
The spatial organization of shopping malls influences users’ movement, accessibility, navigation, and overall shopping experience. However, limited empirical evidence exists on the relationship between specific spatial layout characteristics and customer satisfaction in Nigerian mixed-use shopping malls. This study therefore assessed the spatial layout and customer satisfaction of selected mixed-use shopping malls in Ibadan, Nigeria, and examined the relationship between both variables. A descriptive mixed-method approach was adopted, combining field observation with questionnaire surveys. Thirteen shopping malls were purposively selected, while 304 questionnaires were administered to mall users, of which 283 valid responses were analysed, representing a 93% response rate. Data were analysed using Mean Weighted Value (MWV), descriptive statistics, and Pearson Product-Moment Correlation. Findings showed that spatial layout was generally perceived as adequate, with an overall MWV of 3.86. Cleanliness and maintenance of circulation spaces recorded the highest rating (MWV = 4.14), while accessibility for persons with disabilities recorded the lowest (MWV = 3.44). Customer satisfaction was also generally positive (MWV = 3.77), with Ventura Mall recording the highest rating (MWV = 3.91) and Grandex Mall the lowest (MWV = 3.55). Pearson correlation revealed a strong, positive and statistically significant relationship between spatial layout and customer satisfaction (r = 0.879, p < 0.001). The study concludes that spatial organization is strongly associated with customer satisfaction in mixed-use shopping malls. It recommends improved universal accessibility, vertical circulation, wayfinding, and parking organization, alongside regular user-based spatial assessment to enhance mall performance and customer experience.
Keywords: Spatial layout; customer satisfaction; shopping malls; mixed-use development; spatial organization; Ibadan; Nigeria.