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Employees Perception Of Service Quality As A Major Determinant Towards Customer Satisfaction Of A Property Management Company In Hong Kong
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Book Synopsis Employees' Perception of Service Quality as a Major Determinant Towards Customer Satisfaction of a Property Management Company in Hong Kong by : Wai-kuen Chan
Download or read book Employees' Perception of Service Quality as a Major Determinant Towards Customer Satisfaction of a Property Management Company in Hong Kong written by Wai-kuen Chan and published by . This book was released on 2006 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis CUSTOMERS PERCEPTION OF THE SE by : 劉家聲
Download or read book CUSTOMERS PERCEPTION OF THE SE written by 劉家聲 and published by Open Dissertation Press. This book was released on 2017-01-28 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: This dissertation, "Customers' Perception of the Service Quality Provided by a Well-established Property Management Company in Hong Kong" by 劉家聲, Ka-sing, Desmond, Lau, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. DOI: 10.5353/th_b4389478 Subjects: Housing management - China - Hong Kong Consumer satisfaction - China - Hong Kong
Book Synopsis Customers' Perception of the Service Quality Provided by a Well-established Property Management Company in Hong Kong by : Ka-sing Lau (Desmond)
Download or read book Customers' Perception of the Service Quality Provided by a Well-established Property Management Company in Hong Kong written by Ka-sing Lau (Desmond) and published by . This book was released on 2001 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Value-Added Services by : Yiu-Yuen Mak
Download or read book Value-Added Services written by Yiu-Yuen Mak and published by . This book was released on 2017-01-26 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This dissertation, "Value-added Services: Impact of Customer Satisfaction in Hong Kong Housing Estates" by Yiu-yuen, Mak, 麥耀源, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: 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. DOI: 10.5353/th_b5118567 Subjects: Consumer satisfaction - China - Hong Kong Residential real estate - China - Hong Kong - Management
Book Synopsis A Study of the Service Quality in Property Management Companies by : Kam-Fai Yau
Download or read book A Study of the Service Quality in Property Management Companies written by Kam-Fai Yau and published by . This book was released on 2017-01-28 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This dissertation, "A Study of the Service Quality in Property Management Companies" by Kam-fai, Yau, 游錦輝, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. DOI: 10.5353/th_b4389558 Subjects: Real estate management - China - Hong Kong Total quality management - China - Hong Kong ISO 9001 Standard Consumer satisfaction - China - Hong Kong
Book Synopsis A Study on the Relationship of Employees' Perception of Quality Management and Employee Satisfaction in a Social Service Organisation by : Yee-Wah Cecelia Tsang Lau
Download or read book A Study on the Relationship of Employees' Perception of Quality Management and Employee Satisfaction in a Social Service Organisation written by Yee-Wah Cecelia Tsang Lau and published by . This book was released on 2017-01-26 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This dissertation, "A Study on the Relationship of Employees' Perception of Quality Management and Employee Satisfaction in a Social Service Organisation" by Yee-wah, Cecelia, Tsang Lau, 曾劉綺華, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. DOI: 10.5353/th_b3126771 Subjects: Employees - Attitudes - Case studies Job satisfaction - China - Hong Kong - Case studies Employee motivation - China - Hong Kong - Case studies
Book Synopsis A Study on the Impacts of Residential Concierge Service in Hong Kong by : Ka-Yuk Tsui
Download or read book A Study on the Impacts of Residential Concierge Service in Hong Kong written by Ka-Yuk Tsui and published by . This book was released on 2017-01-26 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This dissertation, "A Study on the Impacts of Residential Concierge Service in Hong Kong" by Ka-yuk, Tsui, 徐家玉, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: In the past decade, the nature of the property management service has been changing from providing basic elements such as cleansing, security, maintenance etc. to nowadays more and more added value services which have been applied in the daily operations and in fact far away from the basic nature of property management service but with more personalized, tailor made services to be included in order to upgrade the service quality as well as enhance the customer satisfaction. Different kinds of added value services have been used such as the postal service, copy & fax service, dry cleaning, dinning booking etc. are commonly applied in the property management services. In recent ten years, the concept of residential concierge service has been widely introducing into the residential properties in Hong Kong. Such concept is generally copied from the concierge service in hospitality industry which the department provides the tailor made and personalized service to solve the customer's enquire without saying "no" in order to delight the customer in every touch. The concierge service is easily to enhance the customer satisfaction if the service provided excessed the customer expectation. In this circumstance, the concept of the concierge service has been applied into residential property as the provision of residential concierge service somehow could represent the level of luxury of people who are living in the property. The property management company makes use of the residential concierge service to make its product or service different over other competitors. The impacts of the application of the service seem positive in view of the increment of the number of the application in these recent years. Actually, the residential concierge service in this several years is not the monopoly for luxury residential properties but becomes one of the necessary service or item to be included under property management services. It is easily to discover that most of the newly established residential properties are equipped with the residential concierge service and the service standard has been tended to professional as in hospitality industry. It is believed that the application of the service could upgrade the service quality, enhance the customer loyalty and eventually gain business and enhance company reputation. Nevertheless, the impacts of the application of the residential concierge services have not been proved as there are fewer studies had conducted in the past although the application of the concept in the property management industry has been widely used. It is valuable to have an in depth study in order to realize the influences and further areas of the application in the future. DOI: 10.5353/th_b4834350 Subjects: Real estate management - China - Hong Kong
Book Synopsis To Evaluate the Contribution of Owner Committee to the Quality of Housing Management in the Private Residential Property in Hong Kong by : Ka-Wan Wu
Download or read book To Evaluate the Contribution of Owner Committee to the Quality of Housing Management in the Private Residential Property in Hong Kong written by Ka-Wan Wu and published by Open Dissertation Press. This book was released on 2017-01-27 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This dissertation, "To Evaluate the Contribution of Owner Committee to the Quality of Housing Management in the Private Residential Property in Hong Kong" by Ka-wan, Wu, 胡家穩, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: The property management in Hong Kong has emerged in its importance in the past decades. The people's thought towards property management has changed from the provision of basic services such as watchmen and cleaners to a professional servicing industry. Moreover, as changes in people's attitude in service consumption and social values, the requirement of the owners for the property management services raised. Apart from this, the participation of Owner Committee ( OC ) in the property management has become more significant which has been recognized by the residents, the property management practitioners as well as the government. As a result of the rapid population growth, the demand for the housing has increased rapidly too thus, led to the development of multi-storey buildings in large scale. The government policy has encouraged the participation of OC in the management of the building by formation of Owners Incorporations aiming at the promotion of a 'self-help' approach for which the OC could manage the building on their own. The encouragement of the government by enactment of the Building Management Ordinance has strengthened the power of the Incorporated Owners as they have the power to terminate and to appoint managers at their choice. However, we always hear that Owner Committee (OC) will cause a lot of quarrels between OC and the property managers/property management companies and bring a lot of troubles to the property manager/property management company. Sometimes the property managers/ property management companies complained that the requirement of the OC is too high to meet and unreasonable. Moreover, they also complained that OC controls too much on them so that their efficiency of work and their daily performance will be reduced. In addition, it creates a great impact to the property management companies and to the industry of property management. For example, the incidents of termination of property managers/property management companies were increased for the past decade. Does OC really could not perform their function and to make contribution to improve the quality of private residential property in Hong Kong? In this dissertation, it is to find out whether the OC participation in the management of the property has positive impacts on the management quality of the estates or not. If yes, to what extent or level that OC could help improve the quality of the private residential property in Hong Kong. After the estate study, it was found that OC participation in the management of the property could help the management company understand their needs and become more accountable. It was also noted that by the questionnaire survey and face to face interviews, the estate selected for the estate study that is a high level of participation of OC, all the comments and results have a higher satisfaction rate and a positive impacts on the management quality of the estate as well as in the whole property management industry. DOI: 10.5353/th_b5372737 Subjects: Homeowners - China - Hong Kong Housing management - China - Hon gKong
Book Synopsis An Evaluation of Service Quality, Customer Satisfaction and Customer Loyalty in Shopping Centres in Hong Kong by : Kwok-Hung Tam
Download or read book An Evaluation of Service Quality, Customer Satisfaction and Customer Loyalty in Shopping Centres in Hong Kong written by Kwok-Hung Tam and published by . This book was released on 2017-01-24 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This dissertation, "An Evaluation of Service Quality, Customer Satisfaction and Customer Loyalty in Shopping Centres in Hong Kong" by Kwok-hung, Tam, 談國雄, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. DOI: 10.5353/th_b4440192 Subjects: Shopping centers - Customer services - China - Hong Kong Consumer satisfaction - China - Hong Kong Customer loyalty - China - Hong Kong
Book Synopsis Service Quality Perception Difference Between Employees and Customers by : Wai Hung Thomas Ng
Download or read book Service Quality Perception Difference Between Employees and Customers written by Wai Hung Thomas Ng and published by . This book was released on 2002 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis A Study of Property Management Services and Safety Condition of Buildings in Hong Kong by : Ka-Lun Li
Download or read book A Study of Property Management Services and Safety Condition of Buildings in Hong Kong written by Ka-Lun Li and published by Open Dissertation Press. This book was released on 2017-01-26 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This dissertation, "A Study of Property Management Services and Safety Condition of Buildings in Hong Kong" by Ka-lun, Li, 李嘉倫, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: This study is to investigate the property management services towards safety condition of buildings in Hong Kong. Those property management services were found under a larger framework on property management industry brought by the housing managers including Building Repair & Maintenance, Management of Environment, Property Management Services for Owners / Tenants / Community, Facility Management, Law in Practice, Finance Management, Human Resources Management and other attributes of property management services. The results of the survey implied that the housing managers or practitioners of the property management industry realized those services would brought to the safety condition of the building in Hong Kong with significant impacts, but most of them would only put their focuses on the facility management or Building Repair & Maintenance. From the study, we could see there was raising concern on Finance Management and Law in Practice which was conformed to the past literature on safety condition of the buildings. This study also showed how the socio-demographic characteristics would affect the perceptions of the housing managers and the practitioners of the property management industry on the property management services. Much more of this study is to explain the importance of considering the point of views of the different property management services in affecting the safety condition of the buildings. To illustrated the relationship between the property management services and the safety condition of the buildings in order to understand how important of the property management services is in maintaining the safety condition of the buildings. DOI: 10.5353/th_b5118529 Subjects: Real estate management - China - Hong Kong Buildings - China - Hong Kong - Safety measures
Book Synopsis Customer Perception of Service Quality in Hotel Industry by : Malini Singh S
Download or read book Customer Perception of Service Quality in Hotel Industry written by Malini Singh S and published by Independent Author. This book was released on 2023-04-14 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The study on "Customer perception of Service Quality in Hotel Industry" A case study in Bangalore provides empirical study towards solving the challenge for the hotel management to determine the satisfaction level of their most important service quality dimensions so as to improve on them and ultimately improve on their service quality levels. This will enable the hotel owners to retain existing customers and attract new ones at a lower cost. The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. High customer satisfaction is critically important to the hotel industry; therefore, the importance and performance of Hotel should be examined from guests' perspectives. The quality of product and service in hotel industry is an important factor of successful business. This study examines customers' perception of Hotel product and service. The success of the hotel and lodging industry in a global environment depends on its degree of professionalism. Product quality and service efficiency need to be strengthened if a more professional lodging work force is to emerge. Delivering quality product and service is an essential strategy for success and survival in today's competitive environment. For this study five renowned star hotel of Bangalore have been surveyed and studied and analysis has been done. The research has been done to help hotels to improve their product on the whole so necessary a recommendation has also been given. The concept and the conceptual model of service quality is indispensable if we wish to understand the genesis of service quality and potential gaps in quality. The aim of this thesis is to show the importance of service quality in hotel industry from both the conceptual standpoint and that of service quality measurement. The thesis describes the most common criteria for measuring service quality, namely the model of internal service quality and the SERVQUAL model. The shown results are those of quantitative and qualitative application of such models in hotels.
Book Synopsis A Study of Service Quality in Concurrent Quality Property Management Services in Hong Kong by :
Download or read book A Study of Service Quality in Concurrent Quality Property Management Services in Hong Kong written by and published by . This book was released on 2005 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis A Study of Service Quality in Concurrent Quality Property Management Services in Hong Kong by : Kung-wai Chiang (George)
Download or read book A Study of Service Quality in Concurrent Quality Property Management Services in Hong Kong written by Kung-wai Chiang (George) and published by . This book was released on 2005 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis A Study on the Relationship of Employees' Perception of Quality Management and Employee Satisfaction in a Social Service Organisation by : Yee-wah Tsang Lau (Cecelia)
Download or read book A Study on the Relationship of Employees' Perception of Quality Management and Employee Satisfaction in a Social Service Organisation written by Yee-wah Tsang Lau (Cecelia) and published by . This book was released on 1996 with total page 146 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis ANALYSIS & EVALUATION OF QUALI by : Chap-Man Elsie To
Download or read book ANALYSIS & EVALUATION OF QUALI written by Chap-Man Elsie To and published by Open Dissertation Press. This book was released on 2017-01-28 with total page 110 pages. Available in PDF, EPUB and Kindle. Book excerpt: This dissertation, "An Analysis and Evaluation of Quality Services in a Property Management Company" by Chap-man, Elsie, To, 杜集敏, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. DOI: 10.5353/th_b4389554 Subjects: Real estate management - China - Hong Kong - Case studies Quality assurance - China - Hong Kong - Case studies
Book Synopsis An Evaluation of Quality Services of Private Property Management in Hong Kong by : Hon-Cheong Wong
Download or read book An Evaluation of Quality Services of Private Property Management in Hong Kong written by Hon-Cheong Wong and published by Open Dissertation Press. This book was released on 2017-01-26 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This dissertation, "An Evaluation of Quality Services of Private Property Management in Hong Kong: a Comparison Between Companies With and Without ISO 9000 Certification" by Hon-cheong, Wong, 黃漢昌, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. DOI: 10.5353/th_b3196881 Subjects: Housing management - China - Hong Kong - Quality control - Case studies
