Evaluate the relationship between pre-management of the new property and resident satisfaction in Hong Kong : a case study of "El Futuro"

Abstract

Purpose – This paper aims to study the relationship between pre-management and resident satisfaction through a case study on “El Futuro”. Design/methodology/approach – The approach of this paper is analytical and based on the recent pre-management experience, using different concepts of pre-management in Chiu’s paper and resident satisfaction from other research papers. This paper will apply quantitative and qualitative research methods – the interview and questionnaire on different groups of people to get valuable data and responses. Findings—Pre-management and resident satisfaction have a positive relationship. When proper pre-management is conducted, the resident satisfaction will increase accordingly. Among the four parts of pre-management, the visible elements, such as the take-over stage and intake stage, seem more important in enhancing resident satisfaction. Research implications – This paper can provide valuable examples of how pre-management can enhance resident satisfaction and narrow the research gap between pre-management and resident satisfaction. Practical implications – For property managers, the planning and design stage and the construction stage as the foundation of resident satisfaction provide a ground for them to provide services further to enhance resident satisfaction. However, the take-over stage and intake stage are important for a property manager to establish a good first impression and to improve resident satisfaction. Originality/value – This is the first paper to evaluate the relationship between pre-management and resident satisfaction.