published_or_final_version / Housing Management / Master / Master of Housing Management

The property management industry develops with the real estate market which is one of the major economy contributors in Hong Kong. Since property management is considered as service-oriented industry, satisfying customers mean business successful. The goal of this research aimed at analyzing the impact brought by value-added services in current private housing market through assessing the customer satisfaction level. This research intended to analysis the relationships among value-added services, customer satisfaction and customer loyalty. The first part of the research comprises the introduction including background, aims and objectives, signification, scope and limitation of the study. Second part is the literature review that provides information on the definition, concept and theoretical framework of value-added services, services model, customer satisfaction and customer loyalty. Third part mentions the methodology of the research while the fourth part illustrates and analyzes the finding of the survey. Finally, it comes to the conclusion part that consists of comment of the finding result and provision of recommendation to property management company on how to enhance and pursuit customer satisfaction and customer loyalty. The business thus become success. The common survey tool that widely use in this research is questionnaire. All data are collected through questionnaire. Since the questionnaires are designed to evaluate residents’ view and how it affected residents’ satisfaction level towards value-added service, answer is designed in 5-point scale. The relationship between score and satisfaction is positive which refers higher score means high satisfaction level. Moreover, the concept of SERVQUAL Model is applied to testify whether respondents satisfy the service by comparing their perceived and expected value of value-added service under the idea of Gap 5. Result of the survey reflects that value-added service with high customer satisfaction level may gain customer loyalty only by positive word of mouth. Unlike the previous studies related to customer loyalty that causing customer re-purchase and higher profit return is the most important point. The research shows that value-added service may not bring high profit return to the property management company as not must respondents will re-consume the services. Although the satisfied catering service cannot make higher profit, the power of spreading out positive word of mouth should not be neglected. Catering service cannot make higher profit through residents’ re-purchase. However, it brings positive word of mouth and develops personal communication between residents and the property management companies. So it is suggested that the companies choose the most suitable and applicable value-added service so as to achieve some positive impacts such as profit return, positive word of mouth and improved resident relationship. / published_or_final_version / Housing Management / Master / Master of Housing Management

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. / published_or_final_version / Housing Management / Master / Master of Housing Management

published_or_final_version / abstract / toc / Transport Policy and Planning / Master / Master of Arts in Transport Policy and Planning

published_or_final_version / Social Work and Social Administration / Doctoral / Doctor of Philosophy

published_or_final_version / Housing Management / Master / Master of Housing Management

by Ng Yuen Yee Eva = 伍婉儀. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1999. / Includes bibliographical references (leaves 80-81). / by Ng Yuen Yee Eva = Wu Wanyi. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF ILLUSTRATIONS --- p.vi / LIST OF TABLES --- p.vii / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- LITERATURE REVIEW --- p.4 / Customer Satisfaction and Dissatisfaction of iTV Services --- p.4 / Customer Retention --- p.5 / Customer Satisfaction Research --- p.5 / Attributes and Features of iTV Services and their Performance --- p.6 / Chapter III. --- RESEARCH CONTEXT --- p.7 / Chapter IV. --- HYPOTHESE FORMULATION --- p.10 / Chapter V. --- METHODOLOGY --- p.14 / Decision Problem --- p.14 / Research Objectives --- p.14 / Research Design and Data Collection Form --- p.15 / Sampling Population and Frame --- p.16 / Sampling Frame and Sampling Method --- p.16 / Method of Administration --- p.17 / Chapter VI. --- FINDINGS --- p.18 / Overall Satisfaction --- p.18 / Why Customers Terminate the Service --- p.19 / Expectation and Usage --- p.20 / Satisfaction towards Individual Components --- p.22 / Video On Demand (VOD) Satisfaction Level --- p.22 / Correlation Between Satisfaction towards Components of iTV Content --- p.31 / Correlation of Satisfactions of Components of iTV Services with Satisfaction towards Overall iTV Content --- p.32 / Regression of Satisfactions towards Individual Aspect of iTV Services on Overall Satisfaction of the Services --- p.33 / Contrasting the Lost Customers Groups Exited for Different Reasons --- p.34 / No Time to Use: True or False? --- p.35 / Groups with Different Usage Rate Contrasted --- p.41 / Demographics --- p.41 / Chapter VII. --- MANAGERIAL IMPLICATIONS --- p.42 / Chapter VIII. --- LIMITATIONS --- p.43 / Chapter IX. --- CONCLUSION --- p.44 / APPENDIX I: LEVEL OF ANALYSING UNITS --- p.45 / APPENDIX II: SATISFACTION WITH ITV CONTENTS CONPONENTS: DETAILED STATISTICS ANALYSIS AND CHARTS --- p.47 / Video On Demand --- p.47 / Home Shopping --- p.50 / Music On Demand --- p.52 / Home Banking --- p.54 / Racing On Demand --- p.56 / Education On Demand --- p.58 / Radio On Demand --- p.60 / Overall Satisfaction towards iTV Content and Pricing --- p.62 / Equipment --- p.63 / System Performance --- p.65 / APPENDIX III: WATCHING PATTERN --- p.67 / APPENDIX IV: QUESTIONNAIRE --- p.70 / BIBLIOGRAPHY --- p.80

published_or_final_version / Housing Management / Master / Master of Housing Management

published_or_final_version / Housing Management / Master / Master of Housing Management

published_or_final_version / Housing Management / Master / Master of Housing Management