SHOPPING CENTRE ASSET ENHANCEMENT STRATEGIES AND CUSTOMER SATISFACTION

SHOPPING CENTRE ASSET ENHANCEMENT STRATEGIES AND CUSTOMER SATISFACTION

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Title Shopping centre asset enhancement strategies and customer satisfaction Author(s) Ho, Yuen-ying; Citation Ho, Y. [ ]. (2016). Shopping centre asset enhancement strategies and customer satisfaction. (Thesis). University of Hong Kong, Pokfulam, Hong Kong SAR. Issued Date 2016 URL http://hdl.handle.net/10722/236286 Rights Creative Commons: Attribution 3.0 Hong Kong License
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SHOPPING CENTRE ASSET ENHANCEMENT STRATEGIES AND CUSTOMER SATISFACTION by HO YUEN YING DISSERTATION Submitted in partial fulfillment of the requirements for the degree of Master of Housing Management, The University of Hong Kong July 2016
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DECLARATION I declare that this di ssertation, entitled “ Shopping Centre Asset Enhancement Strategies and Customer Satisfaction ”, represents my own work, except where due acknowledgement is made, and that it has not been previously included in a thesis, dissertation or report submitted to this University or other institution for a degree, diploma or other qualification. _________________________ Ho Yuen Ying
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ACKNOWLEDGEMENTS I would like to express my sincere gratitude to my supervisor, Dr. S. J. He, for her continuous support and guidance throughout my research. Her invaluable suggestions and insightful advices have been of great value to me. Further, I would like to express my thanks to all the respondents and interviewee for their precise time in completing the survey and interview. Their information contributed an essential part in my data analysis.
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Content Abstract Chapter 1: Introduction 1.1. Background 1-2 1.2. Aims and Objectives 2 1.3. Significance 3 1.4. Scope 3-4 1.5. Research Questions 4 1.6. Hypothesis 4-5 Chapter 2: Literature Review 2.1. Shopping Centre 2.1.1. Definition of Shopping Centre 6-7 2.1.2. Categories of Shopping Centre 7-8 2.1.3. Development of Shopping Centre 8-10 2.2. Asset Enhancement 2.2.1. Definition of Asset Enhancement 10 2.2.2. Aims of Asset Enhancement 11 2.2.3. Asset Enhancement Strategies 11-13 2.2.3.1. Improvement in Accessibility 13-14 2.2.3.2. Improvement in Visibility 14-15 2.2.3.3. Improvement in Facilities 15-16 2.2.3.4. Spatial Re-planning 16-17 2.2.3.5. Adjustment in Tenant Mix 17-18 2.2.3.6. Re-branding 19-20
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2.2.3.7. Customer Service 20-21 2.3. Customer Satisfaction 2.3.1. Definition of Customer Satisfaction 21 2.3.2. Importance of Customer Satisfaction 21-23 Chapter 3: Methodology 3.1. Summary 24-25 3.2. Background of Optimall 26-28 3.3. Questionnaires 28-30 3.4. Management Interview 30-33 3.5. Limitations 33-34 Chapter 4: Findings and Data Analysis 4.1. Scope of Renovation 4.1.1. Improvement in Accessibility 35-36 4.1.2. Improvement in Visibility 36-37 4.1.3. Improvement in Facilities 37-38 4.1.4. Spatial Re-planning 38 4.1.5. Adjustment of Tenant Mix 38 4.1.6. Re-branding 39 4.1.7. Customer Service 39 4.2. Questionnaire Result Analysis 4.2.1. Demographic Information 40-44 4.2.2. Shopping Habit 44-46 4.2.3. Improvement in Accessibility 47-50 4.2.4. Improvement in Visibility 50-52
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4.2.5. Improvement in Facilities 52-55 4.2.6. Spatial Re-planning 55-58 4.2.7. Adjustment of Tenant Mix 58-64 4.2.8. Re-branding 65-66 4.2.9. Customer Service 67-68 4.2.10. Overall Satisfaction 69 4.3. Statistical Testing on Customer Satisfaction and Opinion 70-73 4.4. Management Interview Analysis 4.4.1.
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