Abstract
Parking plays a vital role in a customers' shopping experience. It greatly affects the quality of service of shopping facilities due to long queues, long waiting time and difficulties of customers in finding parking spaces. Investing in an excellent parking system can give shopping malls the edge that will keep their customers retention and loyalty. The primary goal of this study is to design an intelligent parking guidance system for shopping centers in Metro Manila that will enhance the customers' experience in parking facility. 5 shopping centers were selected for the study. Structured questionnaires like ServQual tool, gap analysis, process mapping and time study were used in order to identify weaknesses and problems in the present parking facilities of shopping centers. In addition, regression analysis was also employed to determine significant factors affecting the service quality satisfaction of customers. With this, the researchers were able to design an intelligent parking guidance system that will quickly direct drivers to the closest available parking slot. The proposed parking system was validated through Monte Carlo simulation and failure mode and effects analysis. It was concluded that the new system will significantly improve the queuing time and searching time of drivers and thus improve the overall service quality of parking facilities in Metro Manila.
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