Tujuan kajian ini adalah untuk: (a) memeriksa kesan langsung kualiti perkhidmatan dan pengalaman pelanggan; (b) memahami kesan langsung sifat stor dan pengalaman pelanggan; (c) mengkaji kesan langsung kualiti perkhidmatan dan prestasi perniagaan; (d) menyiasat kesan langsung sifat stor dan prestasi perniagaan; (e) memahami kesan langsung pengalaman pelanggan dan prestasi perniagaan; dan (f) mengkaji kesan pengantaraan pengalaman pelanggan pada kualiti perkhidmatan, sifat stor dan prestasi perniagaan. The aim of this study was to: (a) examine the direct effect of Service Quality and Customer Experience; (b) understand the direct effect of Store Attributes and Customer Experience; (c) examine the direct effect of Service Quality and Business Performance; (d) investigate the direct effect of Store Attributes and Business Performance; (e) understand the direct effect of Customer Experience and Business Performance; and (f) investigate the mediation effect of Customer Experience on Service Quality, Store Attributes and Business Performance.