Vol. 2, Issue 12, Part D (2016)

Abstract
India’s retail infrastructure is slowly undergoing a change with many hi-fi supermalls being constructed and operating in various cities. The mall concept has come to stay for good. The Indian consumer seems to be undergoing a shift in terms of personality, buying motives, interests, attitudes, beliefs and values when he or she is making a shift from ‘Kirana’ stores towards shopping malls. In this context it assumes significance to study the buying behaviour of consumers in Mumbai especially with changes taking place in India’s retail scenario. The scope of this research is to assess the overall customer satisfaction, response of customers with regard to the availability and quality of products and services offered at shopping malls and the comfort level of the respondents towards shopping in the shopping malls in Mumbai. This study is restricted to 5 shopping malls in Mumbai. Factors influencing the customer to shop in the shopping malls of Mumbai such as socio-economic profiles, income, frequency of visit, period of relationship between the respondents and shopping malls, purpose of visit, occasion to visit shopping malls are some of the aspects studied in the present study.