Factors influencing service quality

Ojekalu, Samson Oluseun; Ojo, Olatoye; Oladokun, Timothy Tunde; Olabisi, Sumoila Aremu

doi:10.1108/pm-05-2018-0035

Cited by 5 publications

(1 citation statement)

References 32 publications

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“…Hence, it is pertinent to assess the SQ of property managers of shopping complexes in Ibadan, Nigeria. In this paper, shopping complex is construed “as a building that contains many units of shops but is managed as a single property” (Pitt and Musa, 2009; Ojekalu et al , 2018).…”

Section: Introductionmentioning

confidence: 99%

Service quality of property managers of shopping complexes in Ibadan, Nigeria

Ojekalu

Ojo

Oladokun

et al. 2019

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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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Section: Introductionmentioning

confidence: 99%

Service quality of property managers of shopping complexes in Ibadan, Nigeria

Ojekalu

Ojo

Oladokun

et al. 2019

Self Cite

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Tenant satisfaction and property reputation of trade centers in Surabaya, Indonesia

Adi,

Njo

2024

JFM

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Purpose Trade centers are operationally run by a property manager as a delegate of the property owner. The dimensions of service quality (SERVQUAL), which include tangibles, assurance, empathy, reliability and responsiveness, are vital to be implemented as the duties of property managers when providing service to tenants to maintain tenant satisfaction and property reputation. This study aims to understand the effects of the SERVQUAL dimensions, the role of property management and the quality of rental value on tenant satisfaction and property reputation. Design/methodology/approach The sample was gathered using the purposive sampling technique with the criteria of being a tenant and kiosk owner in trade center properties in Surabaya. Data were gathered using questionnaires, from which 100 respondents were acquired. It was then analyzed using the partial least square structural equation model (SEM) in the SmartPLS 3.0 program to test the hypothesis. Findings The results of this study prove that the SERVQUAL dimensions – assurance, empathy and responsiveness – significantly influence tenant satisfaction with the mediating variable of the role of property management. Moreover, the SERVQUAL dimensions – empathy, reliability and responsiveness – significantly influence property reputation with the mediating variable of the role of property management. Practical implications Property managers are expected to proactively map out different service measures related to the dimension of satisfaction by conducting service training programs for their employees. In fact, in the post-pandemic period, property managers require new marketing strategies, such as leaseback, to effectively carry out renovations of the trade center’s public facilities and restructure the tenant mix. Originality/value Trade centers as trading areas experience management limitations because of the prohibition of mass gatherings during the COVID-19 pandemic, resulting in a limited number of onsite trading. Tenants who have entered into a long-term contract experience loss and rely on the aid of property management to survive. The role and quality of service of property management influence tenants’ satisfaction post-COVID-19 pandemic.

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Recognizing and realizing the value of customer-focused property management

Sanderson

Read

2020

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PurposeThe purpose of this paper is to increase awareness of the value that can be derived from embracing customer service and ensuring tenant satisfaction.Design/methodology/approachThis literature review synthesizes the results of research conducted around the world to examine the value proposition of customer-focused property management. The literature was identified through a search of academic journal articles and industry publications, together with the authors' experience of working with industry practitioners. Drawing on these sources, the authors identify five emerging trends that are likely to make customer service an even more critical part of property managers' jobs and propose best practices to help property managers actualize the benefits.FindingsThree themes emerge from the literature. First, property managers can add significant value to real estate portfolios by delivering high-quality customer service to tenants. Second, emerging trends in the real estate industry are creating new opportunities for property managers to participate in the value creation process. Third, there are a number of steps property managers can take to leverage customer service to benefit the real estate investors they represent.Practical implicationsReal estate investors, and the property managers working on their behalf, can realize the advantages of customer-focused property management by adopting a series of straightforward best practices, which are discussed in the paper.Social implicationsThe trends identified and practical steps proposed are likely to be all the more relevant in the aftermath of the Covid-19 pandemic.Originality/valueThis research should increase awareness of customer-focused property management and the mechanisms through which it can affect real estate returns. The ten best practices proposed should help property managers deliver effective service to tenants and achieve the associated financial benefits for investors.

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Factors influencing service quality

Cited by 5 publications

References 32 publications

Service quality of property managers of shopping complexes in Ibadan, Nigeria

Service quality of property managers of shopping complexes in Ibadan, Nigeria

Tenant satisfaction and property reputation of trade centers in Surabaya, Indonesia

Recognizing and realizing the value of customer-focused property management

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