PROPERTYQUAL: A Service Quality Instrument in Property Management of Purpose Built Office Buildings in Malaysia

Zarita Ahmad Baharum, Abdul Hadi Nawaw Saat, Abdul Hadi Nawawi and Zainal Mat Saat

ERES from European Real Estate Society (ERES)

Abstract: The purpose of this study is to develop PropertyQual, a service quality instrument for property management profession and to contribute to research that analyses the relationship between expectations and perceptions of service quality. It is also aim to use a gap analysis based model to measure tenantsí perceptions of service quality in the property management of purpose built office buildings in Malaysia. This study utilizes a combination of quantitative and qualitative to research. Mixed methods allow triangulation of the findings and also enable the use of one method to inform the other, reveal paradox or contradictions, and extend the breadth of inquiry (Creswell, 1994). The Cronbach alpha and CFA analysis confirmed that PropertyQual is a robust instrument to measure service quality in the property management services. Since this study only examined the instrument within a single service (property management) in Malaysia; any suggestion that the PROPERTYQUAL is generally superior would still be premature. The current findings do provide some important insights of understanding the variables that contribute to service quality and tenants satisfaction of property management services.

JEL-codes: R3 (search for similar items in EconPapers)
Date: 2007-01-01
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