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Given the growth of upstairs businesses for years, understanding how various factors impact consumer satisfaction become crucial. While many researchers investigate the attributes affecting customer satisfaction in shopping malls, there is little research on upstairs shops. The research aims to study the difference between upstairs shopping in high-rise buildings and shopping in malls or on streets, investigate the significant factors affecting customer satisfaction with the upstairs shopping experience and provide suggestions for retailers to choose high-rise buildings and for owners to improve the attributes identified in this research that would significantly increase customer satisfaction. The Kano Model was used in this study to identify the attributes that would contribute to customer satisfaction. A key assumption of the Kano model is that certain product or service attributes have an impact primarily on creating satisfaction, while some attributes have an impact primarily on creating dissatisfaction. The literature review and sites visits were done to learn about upstairs shops and shopping attributes. While there is lacking research on mall attributes specific to shopping upstairs in high-rise buildings, shopping mall attributes contributing to customer satisfaction identified by previous researchers will be used as the base for establishing a new list of attributes for this research. Then, a questionnaire survey is conducted to determine the most important factors affecting customer satisfaction from their shopping experiences in high-rise buildings. The questionnaire survey consists of four parts, which are customers’ shopping behaviour in high-rise buildings, customers’ attitude towards different aspects of attributes, customers’ attitude towards the importance of different aspects, and customers’ demographics. According to the results of data analysis, "location convenience," "accessibility of lifts and escalators," "temperature control and illumination settings”, to name but a few, are all must-be requirements. The following are attractive attributes which include “Operating hours”, “Provide everything needed”, “Parking services”, “Spaciousness of public spaces”, “Architectural design of public spaces”, and the following items. “Exclusiveness of tenants’ goods” and “Security level” are indifferent attributes. For recommendations, facilities, particularly frequently used areas, should be scrupulously cleaned on a regular basis, especially during a pandemic when consumer hygiene is a big issue. Second, if a building lacks suitable restrooms and lifts, the problem should be remedied during refurbishment to ensure that they are adequate, clean, and conveniently accessible to clients. Third, navigational signs should be visible and plentiful throughout the buildings to aid clients in locating the proper spot. Fourth, a clear market positioning is critical since it supports in the decision-making process for various planning techniques. Fifth, placing supporting services on hardware may be a strategy to attract tenants, particularly if the building is aimed toward smaller, start-up tenants who are unfamiliar with building services. Finally, it is advised that the criteria be prioritized for planning purposes based on two factors: significance and compliance with present building plans. Each building has distinct qualities that should be highlighted in order to make it stand out by conserving its original features and maximizing its potential.