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The Relationship Between Service Quality and Occupants’ Satisfaction: A Mixed-Use Building

Author

Listed:
  • Azian Fatin Umaira Muhamad

    (Centre for Research in Development, Social & Environment, Faculty of Social Sciences & Humanities, Universiti Kebangsaan Malaysia, 43600 Bangi Selangor, Malaysia)

  • Khair Nurhayati

    (Department of Building and Property Management, Faculty of Accountancy and Management, University Tunku Abdul Rahman, Jalan Sungai Long, Bandar Sungai Long, 43000 Kajang, Selangor, Malaysia)

  • Yoong Tum Choo

    (Department of Building and Property Management, Faculty of Accountancy and Management, University Tunku Abdul Rahman, Jalan Sungai Long, Bandar Sungai Long, 43000 Kajang, Selangor, Malaysia)

  • Ismail Suhana

    (Faculty of Architecture, Planning and Surveying, Universiti Teknologi MARA, JalanIlmu 1/1, 40450 Shah Alam, Selangor, Malaysia)

  • Tambi Noordeyana

    (Centre for Research in Development, Social & Environment, Faculty of Social Sciences & Humanities, Universiti Kebangsaan Malaysia, 43600 Bangi Selangor, Malaysia)

Abstract

In order to accommodate the city’s growing population and land shortage, more vertical buildings are being built nowadays, and mixed-use buildings, as opposed to those with a specific purpose, like residences and businesses, are being developed. Due to the structure’s complexity, this building nonetheless presents several issues to property management. Property management companies must comprehend people’s current needs and wishes to keep up with satisfaction levels and service quality. As a result, this study aims to ascertain how well a building’s services are provided in relation to how satisfied its residents are. A total of 500 respondents were surveyed, and a partial least squares structural equation model (PLS-SEM) analysis was performed to determine the relationships between the variables. The empirical results of this study revealed that four out of the five independent variables, i.e. tangibles, reliability, assurance, and empathy, show a significant relationship with occupants’ satisfaction. These research findings may give current insight for property management firms and personnel to improve the quality of their services by implementing corrective measures and prioritizing work, which increases resident satisfaction.

Suggested Citation

  • Azian Fatin Umaira Muhamad & Khair Nurhayati & Yoong Tum Choo & Ismail Suhana & Tambi Noordeyana, 2023. "The Relationship Between Service Quality and Occupants’ Satisfaction: A Mixed-Use Building," Real Estate Management and Valuation, Sciendo, vol. 31(1), pages 78-87, March.
    • Handle: RePEc:vrs:remava:v:31:y:2023:i:1:p:78-87:n:2
    DOI: 10.2478/remav-2023-0008
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    References listed on IDEAS

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    1. Kyuho Lee & Melih Madanoglu & Inhyuck “Steve” Ha & Anisya Fritz, 2021. "The impact of service quality and customer satisfaction on consumer spending in wineries," The Service Industries Journal, Taylor & Francis Journals, vol. 41(3-4), pages 248-260, February.
    2. Farhan Md Dahlan & Ashrof Zainuddin, 2018. "Establishment of Critical Success Factors for Organizations Managing High-rise Residential Buildings: A Review," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 8(2), pages 750-759, February.
    3. Bashir Ahmad Fida & Umar Ahmed & Yousuf Al-Balushi & Dharmendra Singh, 2020. "Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman," SAGE Open, , vol. 10(2), pages 21582440209, May.
    4. Sarstedt, Marko & Hair, Joseph F. & Cheah, Jun-Hwa & Becker, Jan-Michael & Ringle, Christian M., 2019. "How to specify, estimate, and validate higher-order constructs in PLS-SEM," Australasian marketing journal, Elsevier, vol. 27(3), pages 197-211.
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    More about this item

    Keywords

    mixed-use buildings; service quality; property management; occupant satisfaction; Partial Least Squares Structural Equation Model (PLS-SEM) analysis;
    All these keywords.

    JEL classification:

    • D49 - Microeconomics - - Market Structure, Pricing, and Design - - - Other
    • R31 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Real Estate Markets, Spatial Production Analysis, and Firm Location - - - Housing Supply and Markets

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