Satisfaction and Expectation of Tenant towards Multi-Tenanted Residential Building

Siow, Kar Yan (2020) Satisfaction and Expectation of Tenant towards Multi-Tenanted Residential Building. Final Year Project (Bachelor), Tunku Abdul Rahman University College.

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Abstract

The purpose of all buildings is to create an artificial environment to protect from any event that arises from internal or external influences. For instance, building management is necessary for all buildings to operate, support and sustain the building in operations and strategy. The quality of the service of building management has become an element of the satisfaction of the property owner, which is generally regarded as the only or most significant consideration for creating value that influences the satisfaction of the property owner. In this research the dependent variable used is property owner satisfaction in the service quality of building management, whereas the independent variables such as 5 service quality dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The targeted sampling size for this study is 190 and 10 pilot test samples. In this study, 190 and 10 pilot tests have responded with questionnaires collected for the test. In this study not all independent variables are the results as factors that affect the satisfaction of the property owner. There are 2 out of 5 independence variables were showed significant relationship with the dependent variable, while the others 3 independence variables were not significant. This research was conducted under a limited backdrop of past research and limited research on the satisfaction of property owners in building management as building management in Malaysia is still in an infancy stage. There are no clear standard qualifications to determine a qualified property manager or management. The outcome of this project research should be able to provide help and assistance to building management in order to improve and optimize service quality performance in order to achieve higher satisfaction from property owners.