Elucidating how service quality constructs influence resident satisfaction with condominium management

Authors:
Yao-Chen Kuo;Jui-Sheng Chou;Kuo-Shun Sun
Affiliations:
Graduate Institute of Project Management, Kainan University, 1 Kainan Road, Luchu, Taoyuan County 338, Taiwan;Department of Construction Engineering, National Taiwan University of Science and Technology, 43 Section 4, Keelung Road, Taipei 106, Taiwan;Department of Air Transportation, Kainan University, 1 Kainan Road, Luchu, Taoyuan County 338, Taiwan
Venue:
Expert Systems with Applications: An International Journal
Year:
2011

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Abstract

With urbanization as a global phenomenon, the number of residential buildings is increasing rapidly, straining condominium management services. Firms in this sector vary widely in their levels of service quality-considered the key to increasing resident satisfaction and reducing resident complaints. This work explores service quality constructs and associated indicators that are useful for assessing service performance, as well as the relationships between resident satisfaction and service quality in the condominium management service sector. This investigation adapts the procedures from the popular measuring instrument SERVQUAL for exploring quality indicators. Additionally, the structure equation analysis confirms ''service team competence'' and ''service performance reliability'' are two primary quality dimensions that relate to condominium management. This study concludes that both constructs significantly and positively affect resident satisfaction for condominium service businesses.