[PDF] A Study Of The Factors Affecting Customer Satisfaction Of Shoppers In Hong Kong eBook

Author : Lai-Man Chan
Publisher :
Page : pages
File Size : 18,12 MB
Release : 2017-01-27
Category :
ISBN : 9781361363171

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This dissertation, "A Study of the Factors Affecting Customer Satisfaction of Shoppers in Hong Kong" by Lai-man, Chan, 陳麗雯, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: With the increasingly fierce competition in the business environment of Hong Kong, customer satisfaction is a critical success factor for servicing industries. This factor is especially important in the rapidly growth of shopping centres. However, there is a lack of in-depth research on the factor structure of customer satisfaction. Furthermore, the shopping behavior of customers and the critical factor affecting their overall satisfaction are still unclear. Without these kinds of information, the operators of the shopping centres may be incapable to satisfy all customers with unique marketing and management programs. As a result, the utilization of resources and the maximization of profit may not be complete. In this research, factors for measuring customer satisfaction are identified. The relationship between the demographic profiles of customers and their decision criteria in centre choice is investigated. The critical factors of overall customer satisfaction are compared across different groups of shoppers. The literatures have been reviewed to identify the factors affecting the customer satisfaction of shoppers in the industry of shopping centre. In order to further investigate the customers' opinions on the factors which will affect their customer satisfaction in the shopping centres, a survey was carried out in the multi-function shopping centers in Hong Kong with a sample size of 300. The shoppers are asked to rank the importance of these factors in affecting their customer satisfaction in these shopping centres. The results indicate that five factors are significant in affecting the customer satisfaction of the shoppers in these two multi-function shopping centres which are "Transportation," "Shopping Center Design, "Management Service," "Promotion Activities" and "Tenant and Trade Mix" as the way affecting the customer satisfaction of the shoppers in the shopping centres."Promotion Activities" is found to be significant in affecting the customer satisfaction of the shoppers in "East Point City" but not in "Park Central." No unilateral conclusion is drawn on their significance in influencing the patronage. This findings imply that "Tenant and Trade Mix" could affect the customer satisfaction of the shoppers in shopping centres in number of ways even though the location of the shopping centre is determined. DOI: 10.5353/th_b5334522 Subjects: Consumer satisfaction - China - Hong Kong Shopping centers - Customer services - China - Hong Kong

Author : Sung-Kit Lam
Publisher :
Page : pages
File Size : 11,85 MB
Release : 2017-01-27
Category :
ISBN : 9781361363904

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This dissertation, "A Comparative Study of Customer Satisfaction of Shopping Centre Between Mainland Shoppers and Local Shoppers" by Sung-kit, Lam, 林崇傑, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: This paper aims to understand the customer satisfaction between Mainland shoppers and Local Shoppers regarding the shopping centre in HK. It will be reviewed and analyzed based on shopping centre management theories. Apart from finding out the shopping behavior of mainland shoppers and Hong Kong shoppers, we would like to understand their customer satisfaction on different customer services aspects. Data was collected through questionnaire. Survey of two shopping centres were carried out to understand the customer satisfaction. In-depth study on the customer satisfaction between Mainlanders and Hong Kong people is then carried out. It was found that Mainland shoppers and local shoppers have different expectation in different customer services aspects. For example, Mainlander thinks that prices of the products in both shopping centre - Harbour City and Landmark North is reasonable. However, local shoppers think that the product in Landmark North is expensive. Also, the Mainland shoppers think that both the shopping centre provide a wide range of product for them. However, Hong Kong people expects the variety of product are not enough in both the shopping centre. On the other hand, they both appreciate the high customer service performance in Hong Kong. In conclusion, Hong Kong and Mainlander appreciate a wider range of shops in term of price, product category and exhibition. Shopping centre managers should provide a comfortable environment which could enhance the shopping experience of the customer. DOI: 10.5353/th_b5334658 Subjects: Shopping centers - China - Hong Kong Consumer satisfaction - China - Hong Kong

Author : Chit-Yu Wong
Publisher : Open Dissertation Press
Page : pages
File Size : 44,83 MB
Release : 2017-01-27
Category :
ISBN : 9781361364765

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This dissertation, "A Study of the Factors Affecting the Preference of Choice for Local Shoppers Between E-shopping and Shopping Malls in Hong Kong" by Chit-yu, Wong, 黃婕妤, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: After walking through a decade since the millennium, shopping has been undergoing a remarkable transformation. From the most primitive form of exchanging goods with money on streets to the development of retail outlets and department stores, online shops are rapidly booming as one of the modern shopping preferences nowadays. This paper focuses to investigate the factors affecting shoppers' preference of choice between online shopping and mall shopping. The exploratory study examined 3 groups of shoppers including mall shoppers, online shoppers and cross shoppers to compare and contrast their concerned motives and behaviour as appeared in the two shopping modes. The comparison was based on a theoretical model derived in part from Fishbein and Ajzen.s "Theory of Reasoned Action (1980)"; Cowles, Kieker, and Little "E-tailing Theory (2002)," Tauber (1972)'s Situational I Personal shopping motives model and a comprehensive literature review. The model identified the theoretical factors anticipated to influence the shoppers' groups shopping behaviors. A total of 297 shoppers in 3 shopping malls served as the purposive questionnaire samples. Factors derived from literatures were incorporated into the survey questions to identify the group of shoppers adopting e-shopping, cross shopping and mall shopping and their respective factors affecting their preference of choice. It was reviewed that apart from the various 'consumer', 'marketing' and 'technology' factors affecting e-shoppers, some of the factors were also found influencing the mall shoppers' preferences of choice in a similar way. Likewise, traditional factors motivating people to shop in mall have also infused with new social elements due to the e-era and people's change of lifestyle. In addition, special features and positioning in various malls were also discovered to exert a different impact on shoppers' option. To further enrich the research, face-to-face interview was also conducted with an online store manager and a shopping mall manager to obtain information from the management perspective. In reviewing their perceived reasons as to affect shoppers' preference to e-shopping and mall shopping, on top of the similar factors as suggested in the literatures, they both put much emphasis on the tactical strategies in business operation. Insights were drawn that online stores and shopping malls may not be direct competitors as one may not substitute the other. Recommendations on future business planning in each shopping mode were also made by frequently reviewing shoppers' desire and wants. The paper was concluded by summarizing the findings and to forecast the future shopping trends. Recommendations were also made to online stores and shopping mall operators to cope with shoppers' preferences and maximise their profit. DOI: 10.5353/th_b5334783 Subjects: Shopping malls - China - Hong Kong Consumer behavior - China - Hong Kong Teleshopping - China - Hong Kong

Author : Kwok-Hung Tam
Publisher :
Page : pages
File Size : 48,25 MB
Release : 2017-01-24
Category :
ISBN : 9781360964959

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This dissertation, "An Evaluation of Service Quality, Customer Satisfaction and Customer Loyalty in Shopping Centres in Hong Kong" by Kwok-hung, Tam, 談國雄, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. DOI: 10.5353/th_b4440192 Subjects: Shopping centers - Customer services - China - Hong Kong Consumer satisfaction - China - Hong Kong Customer loyalty - China - Hong Kong