The Impact of Managerial Performance on the Development of Shopping Centers: A Case Study of the Abraj Al Bait (Clock Tower) Mall in Makkah.

الملخص

Abstract

This study explores the impact of managerial performance on the development of shopping centers, with a particular focus on the Abraj Al Bait Mall in Makkah. Using a mixed-methods approach that includes both interviews with managers and surveys of tenants, the research investigates how strategic planning, facility management, and service quality influence the mall’s growth, competitiveness, and long-term sustainability. The study aims to identify the managerial practices that most effectively drive operational excellence and contribute to sustainable commercial development in a unique religious-tourism context. Data were collected from a diverse sample of branch and department managers, as well as tenants, to capture multiple perspectives on administrative performance. Results demonstrate that effective managerial performance significantly enhances operational efficiency, tenant satisfaction, and tenant loyalty, which in turn foster the sustainable growth and competitiveness of shopping centers. The findings further reveal that management quality—through clear vision, continuous monitoring, and effective communication—plays a decisive role in aligning strategic goals with practical outcomes. The study concludes that strengthening managerial performance and adopting modern administrative approaches are essential to improving service quality, optimizing resources, and sustaining the commercial success of retail centers in religious destinations such as Makkah.