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

Shopping centres have become part of the daily lives of the urban citizens. Going to shopping centres for dining, shopping, entertainment activities is commonly observed among normal families and individuals of all ages in Hong Kong. How do people choose the shopping centre they are going to visit? What are the factors that affect the choice of shopping centres for visit? Youth, being the most active group for the retail market, and also the frequent visitors of shopping centres, plays a relatively more important role than other customers. It is worth to have a study for youth’s preferences for shopping centres. This study focuses on the youth who are aged from 18 to 30. In order to get their opinions about the factors affecting their choices in visiting shopping centres, a questionnaire survey was conducted. After the analysis of the views obtained, it was noticed that a good location, mature transportation, variety of shops, tenant mix, as well as entertainment features are the most important factors that the youth in Hong Kong would consider when they are choosing shopping centres. Among those factors, location was chosen as the most important determinant that the youth would consider in choosing shopping centres for visiting. It is suggested that the landlords, management agents and business operators of shopping centres should take these factors into account and have to consider those when they plan, develop, manage, and promote their shopping centres. / published_or_final_version / Housing Management / Master / Master of Housing Management

M. Tech. Business Administration / This study was motivated by the lack of adequate convenience retail shopping facilities for the residents of the study area, comprising Thatchfield Residential Estate, The Reeds, Heuweloord and a small portion of Rooihuiskraal. Tenants generate the income for a shopping centre and therefore the value of this type of retail property to the owners depends on the forecast of consumer demand for the products or services sold by tenants. Through balanced tenancy, the stores in a planned shopping centre complement each other in the quality and variety of their products offerings, and the type and number of stores are linked to the overall need of the population of the catchment area.

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

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Good neighbourhood shopping streets have long been significant in their ability to provide goods and services within walking distance of neighbourhood residents, to create a rich public realm, and to foster a sense of community. Far removed from their past as streetcar strips, the neighbourhood shopping street is once again being looked at as an important element of the urban environment. The purpose of this thesis is to determine the characteristics of good neighbourhood shopping streets and to examine these characteristics in the context of two Vancouver case studies—Commercial Drive and West 41st Avenue. Based on a review of planning, urban design, and landscape architecture literature, the fundamental principles of good neighbourhood shopping streets are revealed. Specifically, a good neighbourhood shopping street is accessible, comfortable, sociable, a place, adaptable, beautiful, and diverse. Flowing from these principles, and the means to them, are the characteristics of good neighbourhood shopping streets—buildings that relate to the street, good walking facilities, pedestrian amenities, traffic management, street activity, neighbourhood goods and services, maintenance, supportive neighbourhood context, and supportive government. The research suggests that real-life neighbourhood shopping streets rarely have all the characteristics that the literature holds as ideal. Rather, some characteristics— buildings that relate to the street, street activity, neighbourhood goods and services, a supportive neighbourhood context, and supportive government—appear as fundamental to good neighbourhood shopping streets but are exhibited to varying degrees. More specifically, the case studies help illustrate what particular elements are either essential or helpful, creating a checklist that other streets can benefit from.

The invasion and succession in cities is a phenomenon that affects the functions of thebazaar. Heavy traffic in downtown areas, air pollution in cities, the transformation of thestructure of economic activities, the flow of immigrants on the market, the transfer of certainfunctions of the bazaar to commercial companies and etc all this has created problems forthe bazaar. In the present decades, "Bazaar" has faced a new and distinguishable rival in Iran.Every day "Shopping Centers" are spreading all over regions in Iranian cities. They are as asymbol of the extension of consumerism and the occurrence of a consumer society andglobalization. These places represent youth subcultures and cultural challenges against thehegemony at national level. Will the bazaar tolerate and survive these changes, or has italready been eliminated from the urban cycle? Will it coexist with this urban monument orwill it be eliminated?

The objective of this creative project is to create a new type of shopping environment that will constitute not only a shopping facility but a scenic attraction for the city as well. The Shopping Garden provides an image for the city in which it is located; it becomes a meeting place or center for various activities that improve the physical and social environment.One of the most important ideas is to add more natural elements, such as natural lighting, ventilation, and natural views into the shopping environment. The concept of "garden" takes the traditional Chinese garden as a reference point, with its philosophy of the relation between man and nature. The idea of divided green spaces and courtyards can be seen in the roof and terraces of the Shopping Garden.Functionally and conceptually, this project suggests how an urban type shopping center can compliment or enrich its urban context and how it could be developed. / Department of Architecture