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. / published_or_final_version / Housing Management / Master / Master of Housing Management
| Identifer | oai:union.ndltd.org:HKU/oai:hub.hku.hk:10722/207629 |
| Date | January 2014 |
| Creators | Lam, Sung-kit, 林崇傑 |
| Publisher | The University of Hong Kong (Pokfulam, Hong Kong) |
| Source Sets | Hong Kong University Theses |
| Language | English |
| Detected Language | English |
| Type | PG_Thesis |
| Rights | The author retains all proprietary rights, (such as patent rights) and the right to use in future works., Creative Commons: Attribution 3.0 Hong Kong License |
| Relation | HKU Theses Online (HKUTO) |
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