An Effect Of Management Service Quality On Residential Satisfaction And Recommended Intention Of High-Rise Apartments

Abstract

Recently, a lot of high-rise apartments are being built around large cities in the world. The high-rise apartments are a valuable living space for residents and are located in the center of the city, providing a distinctive and advanced residents' convenience while maintaining a high price of real estate along with the landmark role. In this background this study examined the relationship between the evaluation of the quality of management services perceived by residents and the satisfaction and recommendation intention of tenants living in high-rise apartments in China. This study empirically examines the relationship between the quality of management services (environmental quality, process quality, result quality), satisfaction and recommendation intention of tenants living in ‘high-rise apartments’ in large cities in China. The results showed that the quality of management services of high-rise apartments had a significant effect on residential satisfaction and recommended intention. In addition, among the quality of management service affecting residential satisfaction and recommendation intention, the relationship was the highest in the order of process quality (β=.363, t=5.362), result quality (β=.306, t=5.610), and environmental quality (β=.200, t=3.319). Therefore, in order to enhance the satisfaction of the residents of high-rise apartments and to induce positive attitudes and follow-up actions, it is necessary to pay attention to the needs of the residents and deal with them promptly and kindly, rather than the physical environmental quality of the high-rise apartments and the quality improvement efforts shown in the research results. Therefore, in order to enhance the satisfaction of the residents of high-rise apartments and to induce positive attitudes and follow-up actions, it is necessary to pay attention to the needs of the residents and deal with them promptly and kindly, rather than the physical environmental quality of the high-rise apartments and the quality improvement efforts shown in the research results. It can be said to be an important implication confirmed through this study.