Evaluating shopping center management: a casestudy of APM

Abstract

The economic growth rapidly, the shopping behaviour and the preferences of the customer also change a lot, therefore the intensive competition among the shopping centre and more awareness of the importance of customer service and customer retention in shopping centre.

The goal and objectives of this study is to evaluate the shopping centre management in Hong Kong and used a case study "APM" as an example to illustrate the success of shopping centers. Also identify the effectiveness of provision of planning, customer services, marketing and promotion strategy etc ... factors about the shopping centre management, which enhance the customer retention to the shopping centre.

The scope of study of this dissertation is to investigate that the APM in Kwun Tong as a case study to illustrate the customer retention and shopping center management factors and the background information of Kwun Tong District and its future development.

In this dissertation, data were collected through site visit and survey in order to find out the major component on shopping centers management. Site visits of shopping centers were carried out to observe the shopping centre management, customer services component provision of shopping centers in Hong Kong .A case studies of APM and a questionnaire survey were conducted to analysis the customer services behaviour and the management provision in the shopping centers to have an in depth study on the effect on customer retention and shopping centers management provision in Hong Kong.

In this study, quantitative research method would be involved. Primary quantitative data will be collected from questionnaires surveys to identify the shopping center management factors. The structured questionnaires and non-probability samples will be carried out at the APM.

Through this study, it was found that the different types of customers have different expectations on shopping center management. Shopping centre managers should also identifY their target customers, understand the customer shopping preference and their needs, and then provide the different marketing strategy to attract and satisfy their target customers.

In conclusion, the successful shopping centre should provide good shopping centers management and comfortable shopping environment to attract and retain more customers, which can enhance the image and return of the shopping centre.