A study of the relationship between customer satisfaction and resident's belongingness to the premises

Abstract

The most important work for residential property management practitioners is to make residents satisfied and make them feel homed in the estate. However there are too many services property management companies provide. Under limited resources and time, it is hard to perfect every aspect of the services. So that if practitioners know what is the most important service, more resources can be allocated to that service thus increasing customer satisfaction and the sense of belonging. In this research, 4 basic property management services which are Staffing, Security, Cleaning and Repair & Maintenance were selected for data collection by a 7 point scale questionnaire. The aims of the questionnaire are to find and rank the services that residents concern the most and find whether there is a relationship between customer satisfaction and sense of belonging. Besides the difference between different housing types will be discussed. The findings are that residents are concern by ranking, Alertness of Guard, Plumbing & Drainage System, Lift Lobby, Electrical System and Lift Services the most. Although there are slightly differences among different housing types. Also it was proved that service quality has a positive relationship with customer satisfaction.. Researcher suggested that there are other factors, rather than customer satisfaction, that will influence the sense of belonging.