Purpose The purpose of this paper is to assess the service quality (SQ) of property managers of shopping complexes in Ibadan with a view to improving management practice. Design/methodology/approach Primary data were used for the study through questionnaire administration. Ibadan was stratified into five axes using existing major roads where shopping complexes were highly concentrated. From each axis, 33, 65, 48, 64 and 66 shopping complexes were identified (Oyo State Ministry of Land, Housing and Survey, 2017), and the systematic sampling technique (20 percent) was adopted to select 57 out of 276 shopping complexes and 192 (10 percent) out of 1919 occupiers of the shopping complexes in the study area. In total, 157 occupiers responded to the questionnaire, and the data were analyzed using mean ranking and stepwise multiple regression. Findings This study found that professionalism, tangible, assurance and empathy dimensions of SQ were rated fair, whereas reliability and responsiveness dimensions were rated poor. Also, stepwise multiple regression analysis predicted 78.5 percent overall SQ of property managers, and assurance, professionalism and empathy dimensions contributed significantly to the overall SQ. Hence, reliability and responsiveness dimensions of SQ need to be improved. It is expected that the findings of this study will help property managers to understand the role of various dimensions of SQ for enhanced property management practice. Originality/value The study is one of the few studies that assessed the SQ of property managers of shopping complex with a view to improving its management practice.

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PurposeThis paper empirically provides information on community-driven infrastructure provision through the collective efforts of community-based organizations (CBOs). It offers an insight into emerging events on community-based infrastructure procurement, scholarship and, creating gaps for new frontiers of knowledge on community development research agenda in the emerging economies.Design/methodology/approachIt is drawn upon community-based associations, herein referred to as landlords-landladies community association (LLCAs) – representatives of households in the communities. After interviewing the key members of the groups, we administered copies of the semi-structured questionnaire randomly on the enumerated regular members of sampled seventeen LLCAs. Data were analyzed using descriptive and inferential statistics.FindingsPlanning for a sustainable community, protection and security necessity and Government inadequate attention on emerging communities over the years are the main reasons for the joint decision. Electrification, drainage and road top the lists of the projects executed. Major challenges included diversity and inclusiveness. Development projects' design, execution and commission contribute to performance. Also, LLCAs' clarity of duties and purposes and tenure/duration of officials contribute to the overall membership satisfaction on governance structure and leadership.Research limitations/implicationsIt is limited to the specific reasons for collective efforts, challenges of the participatory movement, membership satisfaction on governance and infrastructure recently procured in the communities. Frontier of studies should be extended to enabling factors.Practical implicationsFindings from this study indicate that community-driven governance with the support of the government enhances community-based infrastructure.Social implicationsPotential values of collective action embellished in the concepts of a social movement, active engagement, communalism, grassroots efforts, social cohesion and planning in bringing peoples of diversities together for common goals with less rigorous formalization.Originality/valueThe novelty of the research is the exposition on the evidence-based innovative concept of integrating the social practice of participatory design, representing a bottom-up model into infrastructure procurement in community settings.

Purpose The purpose of this paper is to examine factors influencing service quality of the property managers to the occupiers of shopping complexes in Ibadan, Nigeria. This was with a view to providing information that could enhance property management practice. Design/methodology/approach Primary data were used for the study. The study area was stratified into five axes using major roads where shopping complexes were highly concentrated. Systematic sampling technique was used to select 139 out of 276 shopping complexes in the study area. The data obtained were analyzed using mean ranking and principal component analysis. Findings The study found that ineffective employee’s compensation, high employee turnover, lack of continuous improvement culture, inadequate use of employee empowerment, inadequate staff, lack of teamwork, inability to see tenants as customer, lack of motivation, education and training of the property managers and poor planning among others were the most significant factors influencing service quality of the property managers using mean ranking. The study further found that professional and empowerment factor, teamwork and motivation factor, customer related factor, work volume and operation factor, skills and job satisfaction factor, top-management commitment factor, experience and communication factor as well as financial factor were the factors influencing service quality of the property managers using principal component analysis. Practical implications This study will aid the property managers of shopping complexes in identifying areas which needed to be improved upon in order to provide quality service to occupiers thereby enhancing tenant retention and loyalty. Originality/value Previous studies on factors influencing service quality have been focusing on hospitality, healthcare, real estate agency and library industries. This study is one of the very few studies that examined factors influencing service quality of property managers of shopping complex. Also, the paper underlines the need for property managers of shopping complexes to give required attention to factors influencing service quality for enhanced property management practice.

Purpose Although a substantial amount of research on the effect of demographics on service quality perception can be found in the extant literature, practitioners and researchers in the built environment, especially property managers, know little or nothing about the influence of demographic characteristics on service quality in Nigeria. Hence, the purpose of this paper is to examine the effect of demographic variables of the occupiers of shopping complexes on the perception of service quality of property managers. Design/methodology/approach Primary data were used for the study through questionnaire administration. Ibadan was stratified into five axes using existing major roads where shopping complexes were highly concentrated. Based on the Oyo State Ministry of Land, Housing and Survey (2017) database, there were 33, 65, 48, 64 and 66 shopping complexes on each identified major road. A systematic sampling technique was adopted to select 57 (20 per cent) out of 276 shopping complexes and 192 (10 per cent) out of 1,919 occupiers of the shopping complexes in the study area. In total, 157 occupiers responded to the questionnaire, and data were analysed using mean, independent t-test, and one-way ANOVA. Findings The study found that the gender and education of the occupiers significantly influenced service quality perception, whereas the age of the respondents was insignificant. Specifically, female occupiers rated the service quality of property managers better than their male counterparts. Through η2, the effect size of gender on service quality perception was small (17 per cent) and effect size on the level education of the occupiers was also small (13 per cent). The age of occupiers did not significantly influence service quality perception. It is expected that the findings of this study will help property managers to understand the effect of various demographic variables on service quality perception for enhanced property management practice. Practical implications The findings suggested that the property managers of shopping complex should structure their services to best accommodate occupiers’ demographics. Moreover, property managers can use the findings to guide demographic-driven marketing strategy to target and attract more tenants efficiently. Originality/value The study is one of the few studies that examined the effect of the demographic characteristics of occupiers on service quality perception that could enhance given individualised attention to occupiers.