Satisfaction of first-time residential clients with architectural services

Abstract

Purpose – The aim of this study was to investigate the factors which define and predict the satisfaction of first-time residential clients of architects in Nigeria using Lagos as a case study. Design/methodology/approach – The study was based on the notion that satisfaction of first-time residential clients with architectural services is a combination of satisfaction with service, design and relationship qualities as well as reputation of the architect. A cross-sectional survey of randomly selected first-time residential clients of architects in the study area was conducted using pre-tested questionnaire as the principal data gathering instrument. Data were analyzed using descriptive statistics, factor and regression analyses. Findings – Of the seven factors identified, the factors which best define the satisfaction of the first-time residential clients were personalization of service, reliability of, confidence inspired by and personality of the architect. The best predictors of the satisfaction of the first-time residential clients of architects in Nigeria varied with the nature of service. However, it was observed that the experience of the architect cut across all service types as a significant predictor of client satisfaction. Research limitation/implication – Only residential clients were considered in the study. Other categories of clients may be considered in further studies. Practical implications – There is need for architects to consider the nature of services provided in their quest to satisfy their first-time residential clients. Originality/value – Previous studies have focused on experienced and mostly public sector clients. This study provides empirical data on the factors that influence the satisfaction of first-time private clients who engaged the services of architects for their personal homes.

Measuring social housing dimensions: a case study of urban areas in Algeria

“…Hair et al (2010) noted that it is important to mention the existing literature in developing construct measurement. The items of variables used in this study were adapted from an extensive range of studies on housing assessment and evaluation (Adewunmi Oluwatayo et al , 2014; Chohan et al , 2015; Ibem, 2011; International Well Being Group, 2013; Iyanda, 2016; Cabanieu and Marie-Jeanne Menrath, 1999; Jamila, 2013; Lee and Park, 2010; Rezvani et al , 2013; Trudel, 1995).…”

“…It is challenging to measure occupant satisfaction because satisfaction models are highly conceptual (LaBarbera and Mazursky, 1983; Oliver, 1980). Adewunmi Oluwatayo et al (2014) inferred that customer satisfaction measurement serves as feedback to product managers, designers and service providers for continuous improvement of the quality of products and services. However, occupants with minimum qualifications have minimum expectations.…”

“…The literature has found that the evaluation of the residential environment cuts across several disciplines, including architecture, environmental psychology, housing and sociology, and has traditionally been based on human–environment interactions (Adewunmi Oluwatayo et al , 2014). Moreover, the evaluation of residential facilities will influence the end user’s satisfaction (Leung et al , 2012).…”

“…A study on measuring residential environmental satisfaction in The Netherlands by Adriaanse (2007) revealed that the social climate in a neighbourhood plays a crucial role when evaluating their satisfaction. Elements such as ambient conditions of interior spaces, the security of residence, availability of services, social infrastructure, privacy and sizes of main activity areas in dwelling units can influence the satisfaction of residents, and this is identified as essential criteria in housing development (Adewunmi Oluwatayo et al , 2014).…”

“…Procter and Rwelamila (1999) insisted that there is a robust relationship between client satisfaction and service quality. Adewunmi Oluwatayo et al (2014) concluded that besides the influence of service and product quality on clients’ satisfaction in the construction, the relationship between quality and reputation affects the clients’ satisfaction in architectural practice. In Algeria, the design of social housing neither took into consideration building performance and maintenance nor was the execution phase examined by construction experts resulting in low design quality.…”