published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / Housing Management / Master / Master of Housing Management

published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / Education / Master / Master of Science in Information Technology in Education

Fiona Yee-Wan Lai. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaves 43-47). / Abstracts in English and Chinese ; questionnaire also in Chinese. / ACKNOWLEDGEMENT --- p.I / ABSTRACT --- p.II / 摘要 --- p.III / TABLE OF CONTENTS --- p.IV / LIST OF FIGURES --- p.VI / Chapter CHAPTER 1: --- INTRODUCTION --- p.1 / Service Quality and Customer Satisfaction --- p.2 / The Disconfirmation Gap Model of Service Quality --- p.2 / Service Quality Dimensions for the Banking Industry --- p.4 / Service Loyalty and other Behavioral Intentions of Service Quality --- p.7 / Past Studies of Customers' Loyalty on Service Quality --- p.7 / Future Behavioral Intentions --- p.8 / Current consumption Behaviors --- p.10 / Linking Service Loyalty with Service Quality --- p.11 / Limitations of Past Studies --- p.12 / The Proposed Model of Service Quality and Behavioral Consequences --- p.12 / The Effects of Market Segmentation on the Relationship Between --- p.15 / Service Quality and Behavioral Consequences --- p.15 / Literature Review of the Moderator Effects on the Linkage Between Service Quality and Behaviors --- p.15 / The Power of Market Segmentation --- p.16 / Segmenting the Banking Industry --- p.17 / The Impact of Market Segmentation on Service Quality and Behavioral Consequences --- p.18 / Chapter CHAPTER 2: --- METHOD --- p.21 / Participants --- p.21 / Procedure --- p.21 / Survey Instrument --- p.23 / Chapter CHAPTER 3: --- RESULTS --- p.25 / Descriptive Analysis --- p.25 / Confirmatory Factor Analysis --- p.29 / Evaluation of the Structural Model --- p.30 / Multi-Sample Analysis --- p.32 / Chapter CHAPTER 4: --- DISCUSSION --- p.36 / The Global Picture --- p.37 / Structural Relationships of Different Market Segments --- p.38 / The Effective Way to Tailor-Make Marketing Strategy --- p.39 / REFERENCES --- p.43 / APPENDIX I: QUESTIONNAIRE --- p.48 / APPENDIX II: ENGLISH TRANSLATION OF QUESTIONNAIRE --- p.54

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

by Cyril Chi-kin Chow. / Thesis (Ph.D.)--Chinese University of Hong Kong, 1995. / Includes bibliographical (leaves 165-184). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.iii / LIST OF FIGURES --- p.vii / LIST OF TABLES --- p.viii / ACKNOWLEDGEMENTS --- p.x / CHAPTER / Chapter I. --- INTRODUCTION --- p.1 / The Retail Banking Industry --- p.1 / Retail Banking in Hong Kong --- p.4 / The Present Research Focus --- p.8 / Significance of Research --- p.9 / Organization of Thesis --- p.10 / Chapter II. --- REVIEW OF LITERATURE --- p.11 / Literature on Service Marketing --- p.11 / Services as Activities --- p.12 / Services as Experiences --- p.13 / Services As Molecular Marketing Entities --- p.13 / Services As Processes --- p.14 / Services As Systems --- p.15 / Service Classification --- p.17 / Literature on Quality and Service Quality --- p.19 / Definition of Quality --- p.19 / Approach to Quality Management --- p.21 / Perceived Service Quality --- p.25 / Service Quality Gap Theory ´Ø --- p.26 / Issues in Service Quality Measurement --- p.33 / Literature on Satisfaction / Dissatisfaction --- p.39 / Expectancy Disconfirmation Theory --- p.40 / Attribution Theory --- p.42 / Equity Theory --- p.43 / Dyadic Role Expectation Theory --- p.44 / Catastrophe Theory --- p.44 / Service Quality - Satisfaction Link --- p.48 / "Transactional, Contractual, and Relational Service Exchanges ´Ø" --- p.51 / Transactional Exchange --- p.54 / Relational Exchange --- p.54 / Contractual Exchange --- p.56 / Chapter III. --- TOWARD A GENERIC MODEL OF SERVICE QUALITY --- p.60 / Service Quality Dimensions --- p.60 / Product Quality --- p.62 / Service Recovery Quality --- p.64 / Social and Structural Relationship Quality --- p.66 / Service Quality Measures --- p.67 / Service Adequacy --- p.67 / Service Superiority --- p.68 / Degree of Tolerance --- p.68 / Generic Service Quality Model --- p.70 / Dimensionality --- p.70 / Perceived Quality Importance --- p.71 / Service Satisfaction / Dissatisfaction --- p.74 / Comparison of the Generic Model and PZB Model --- p.74 / Chapter IV. --- RESEARCH METHODOLOGY --- p.77 / Research Design --- p.77 / Focus Group Research --- p.79 / Pretest --- p.82 / Sampling --- p.82 / Operationalization of Measures --- p.83 / Forms of Service Exchange --- p.79 / Service Quality --- p.86 / Satisfaction --- p.87 / Dissatisfaction --- p.87 / Loyalty and Switching Intent --- p.87 / Importance of Quality Dimensions --- p.87 / Survey Response --- p.88 / Response Rate --- p.88 / Respondent Characteristics --- p.89 / Service Exchange Respondent Grouping --- p.90 / Reliability of Measures --- p.91 / Validity of Measures --- p.92 / Convergent and Discriminant Validity --- p.92 / Concurrent and Predictive Validity --- p.94 / Chapter V. --- RESULTS --- p.96 / Generic Service Quality Model --- p.96 / Dimensionality --- p.96 / Noticeable Differences in Service Quality Dimensions --- p.98 / Perceived Quality Importance --- p.100 / Service Satisfaction --- p.102 / Service Dissatisfaction --- p.104 / Model Comparison --- p.106 / Explanatory and Predictive Power --- p.107 / Adequacy of Explanation --- p.108 / Domain of Application --- p.108 / Chapter VI --- SUMMARY AND CONCLUSIONS --- p.110 / Objectives and Focus of the Research --- p.110 / Operationalization of Constructs --- p.112 / Reliability of Research Instruments --- p.114 / Validity of Research Instruments --- p.115 / Response Rate and Sample Representativeness --- p.116 / Summary and Interpretation of Findings --- p.116 / Significance of the Research Contribution --- p.119 / Contribution to Theory --- p.119 / Contribution to Practice --- p.122 / Contribution to Methodology --- p.124 / Evaluation of Theory from the Philosophy of Science --- p.126 / Directions For Future Research --- p.128 / Better Construct Measurement --- p.128 / Better Data Collection Methodology --- p.129 / Causal Experimental Design --- p.130 / Replication Study Required --- p.130 / Limitations --- p.131 / EXHIBITS / Exhibit 1 All Users' SERVQUAL MSS Factor Structure --- p.132 / Exhibit 2 All Users' Generic Service Quality Model MSS Factor Structure --- p.133 / Exhibit 3 Transactional Users' MSA Structure --- p.134 / Exhibit 4 Transactional Users' MSS Structure --- p.135 / Exhibit 5 Contractual Users' MSA Factor Structure --- p.136 / Exhibit 6 Contractual Users' MSS Factor Structure --- p.137 / Exhibit 7 Relational Users' MSA Factor Structure --- p.138 / Exhibit 8 Relational Users' MSS Factor Structure --- p.139 / APPENDICES / Appendix I Measures --- p.140 / Appendix II Respondent Characteristics --- p.144 / Appendix III Results of One Way Analysis of Variances --- p.145 / III-A Minimum Service Expectations --- p.145 / III-B Desirable Service Expectations --- p.146 / III-C Measures of Service Adequacy (MSA) --- p.147 / III-D Measures of Service Superiority (MSS) --- p.148 / III-E Measures of Tolerance Range --- p.149 / III-F Perceived Service Quality Dimension Weights --- p.150 / III-G Behavioural Intent and Behaviour --- p.151 / Appendix IV Research Covering Letter --- p.152 / Appendix V Questionnaire One (3-Column Format) --- p.153 / Appendix VI Questionnaire Two (2-Column Format) --- p.159 / BIBLIOGRAPHY --- p.165 / CURRICULUM --- p.183

by Cheung Kam-mui, Polina. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1995. / Includes bibliographical references (leaves 78-81). / ABSTRACT --- p.iii / ACKNOWLEDGEMENTS --- p.v / TABLE OF CONTENTS --- p.vi / Chapter / Chapter I. --- INTRODUCTION --- p.1 / The Emergence of Private Banking --- p.1 / Objectives and Scope of Study --- p.3 / Chapter II. --- INDUSTRY SYNOPSIS --- p.7 / History --- p.7 / Present Development --- p.8 / Chapter III. --- THE FRAMEWORK OF PRIVATE BANKING --- p.13 / Framework Description --- p.13 / Customer Profile --- p.14 / Marketing Strategies --- p.19 / Private Banker Profile --- p.26 / Physical Environment --- p.31 / Product Profile --- p.33 / Invisible Part - Internal Organisational Structure --- p.39 / Chapter IV. --- MACROENVIRONMENT ANALYSIS --- p.41 / Competition Profile --- p.41 / Legal Environment Profile --- p.50 / Chapter V. --- POTENTIAL THREATS --- p.55 / The 1997's Issues --- p.55 / Internal Factors --- p.57 / Chapter VI. --- FUTURE TRENDS --- p.60 / Merging with Trustee Services --- p.60 / Customer Diversification - Active Investor Market --- p.61 / Control through Information System --- p.63 / Chapter VII. --- RECOMMENDATIONS --- p.65 / Personnel --- p.65 / Cross-selling Performance Evaluation System --- p.66 / "Bank Policy, Authorities and Flexibilities" --- p.68 / Marketing and Product Development --- p.70 / APPENDIX --- p.74 / REFERENCE --- p.76 / BIBLIOGRAPHY --- p.78

by Lee Yuen-Yee Annisa. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1996. / Includes bibliographical references (leaves 58-59). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / Chapter / Chapter I. --- Introduction / Objectives of the Project --- p.1 / Scope of Study --- p.1 / What is Private Banking ？ --- p.4 / Chapter II. --- Current Development of Private Banking Industry in Hong Kong Services provided by Banks --- p.7 / Services provided by Non-Bank Institutions --- p.12 / SWOT Analysis of Retail Banks in Hong Kong --- p.14 / Chapter III. --- Application of existing PBS in Marketing Model --- p.23 / Product Strategy --- p.25 / Service Strategy --- p.26 / Price Strategy --- p.27 / Communications Strategy --- p.27 / Sales Force Strategy --- p.27 / Distribution Strategy --- p.28 / Chapter IV. --- Research / Objectives of the Research --- p.30 / Scope of the Research and Design --- p.31 / Findings --- p.31 / Limitations of the Research --- p.38 / Chapter V. --- Recommendations / Target Segmentation --- p.40 / Market Objectives --- p.41 / Marketing Strategy --- p.43 / Chapter VI. --- Conclusion --- p.50 / APPENDIX --- p.51 / BIBLIOGRAPHY --- p.58

by Chung Kai-Ho, Fung Wai-Chung. / Includes questionnaire. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references (leaves 78-79). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vi / LIST OF FIGURES --- p.vii / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Background --- p.1 / Objectives of This Study --- p.2 / Chapter II. --- THE FEATURES OF PRIORITY BAKING SERVICES --- p.4 / The General Features of Priority Banking Services --- p.4 / Financial Benefits --- p.4 / Convenience & Efficiency --- p.4 / Personal Care --- p.5 / Product Features of the Five Subject Banks --- p.5 / Hong Kong Banks - Asset Vantage Account --- p.5 / Hang Seng Bank - Bank Smart Account --- p.6 / Standard Chartered Bank - Priority Banking --- p.7 / Yien Yieh Bank - Prestige Bank Account --- p.7 / Belgian Bank - Premier Banking --- p.8 / Pricing Features of the Five Subject Banks --- p.9 / Chapter III. --- CONCEPTUAL FRAMEWORKS --- p.10 / Introduction --- p.10 / Perceptual Map by Factor Analysis --- p.10 / Theory of Reasoned Action (TORA) --- p.11 / Chapter IV. --- METHODOLOGY --- p.15 / Interviews --- p.15 / Sample and Sampling Procedure --- p.15 / Data Collection and Questionnaire --- p.15 / Operationalization --- p.17 / Section One --- p.17 / Section Two --- p.18 / Data Analysis --- p.19 / Chapter V. --- RESULTS --- p.20 / Perceptual Map by Factor Analysis --- p.20 / Factor Analysis --- p.20 / Perceptual Mapping --- p.22 / Factors Affecting Customer Intention to Subscribe Priority Banking Services --- p.26 / The Original Model --- p.26 / The Reduced Model --- p.29 / Chapter VI. --- CONCLUSION & MANAGERIAL IMPLICATIONS --- p.32 / Managerial Implications - Perceptual Map by Factor Analysis --- p.32 / Market Positioning Target --- p.32 / Recommend Strategies --- p.33 / Hong Kong Banks - Asset Vantage Account --- p.33 / Hang Seng Bank - Bank Smart Account --- p.35 / Standard Chartered Bank - Priority Banking --- p.36 / Yien Yieh Bank - Prestige Bank Account --- p.37 / Belgian Bank - Premier Banking --- p.37 / Managerial Implications - Structural Equation Modeling --- p.38 / Limitations of the Study --- p.40 / APPENDIX --- p.41 / BIBLIOGRAPHY --- p.78