Service Quality And Tenant Satisfaction With Property Management Services: A Case Study Of Shopping Malls In Kampala, Uganda

ABSTRACT

The Ugandan real estate sector has witnessed heightened growth, with tenants increasingly demanding improved property management services. All this amidst limited empirical studies to determine what really matters to the tenants to cause the necessary satisfaction. The general objective of the study was to examine the extent of tenant satisfaction with the quality of property management services of shopping malls in Kampala, Uganda. The specific objectives of this research included the following: examine the extent to which reliability influences tenant satisfaction with the quality of property management services of shopping malls in Kampala; determine the extent to which responsiveness influences tenant satisfaction with the quality of property management services of shopping malls in Kampala; establish the extent to which assurance influences tenant satisfaction with the quality of property management services of shopping malls in Kampala; determine the extent to which empathy influences tenant satisfaction with the quality of property management services of shopping malls in Kampala; establish the extent to which tangibles influence tenant satisfaction with the quality of property management services of shopping malls in Kampala; and establish the extent to which tangibles influences tenant satisfaction with the quality of property management service of shopping malls in Kampala. The study was guided by the expectancy disconfirmation model. A cross sectional survey method was employed. Questionnaires that sought to answer the research objectives were issued to a sample of a hundred tenants from eighty-two selected shopping malls. SPSS was used for data analysis. The study revealed that tenant satisfaction was positively and significantly associated empathy. However, a positive but insignificant relationship exists between tenant satisfaction and assurance, responsiveness, and tangibles. Reliability exhibited a negative relationship. Assurance, empathy, reliability, responsiveness, and tangibles are predictors of tenant satisfaction. Empathy emerged the best predictor of tenant satisfaction. The study recommends that empathy, responsiveness, and assurance need to be improved in shopping mall management. In addition, landlords in conjunction with KCCA the regulator should provide training to property managers mall the respective soft skills needed to improve empathy. In addition, effort should be made to ensure that tangibles are well maintained, as well as improved. The key limitations of the study were that it did not include the views of the landlords, and was in Kampala only. The study provides new insights to city land lords and planners on how best to keep city occupants comfortable, and reduce landlord tenant conflicts which are becoming increasingly common.