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

Azian Fatin Umaira Muhamad (), Khair Nurhayati, Yoong Tum Choo, Ismail Suhana and Tambi Noordeyana
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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

Real Estate Management and Valuation, 2023, vol. 31, issue 1, 78-87

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.

Keywords: mixed-use buildings; service quality; property management; occupant satisfaction; Partial Least Squares Structural Equation Model (PLS-SEM) analysis (search for similar items in EconPapers)
JEL-codes: D49 R31 (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:remava:v:31:y:2023:i:1:p:78-87:n:2

DOI: 10.2478/remav-2023-0008

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