A Comparative analysis of residents’ satisfaction with apartment building management and maintenance services in South Korea and Taiwan

Abstract

Competition in global service markets is becoming very intense. Therefore, enhancing customer satisfaction has become a serious undertaking for service companies, especially for cross-nation providers, to exploit global business opportunities. However, few studies have compared customer satisfaction associated with apartment building management and maintenance services (abbreviated as BMMS) in different regions. Cross-region comparison of the customer satisfaction and service quality of the BMMS sector will give a better understanding of the strategies deployed by cross-nation service providers to improve and enhance service quality and customer satisfaction. The purpose of this study is to investigate service quality and resident satisfaction so as to explore strategies for efficiently enhancing resident satisfaction and identify the varying strategies applied in Southern Korea and Taiwan. Resident satisfaction models of the two regions derived according to the structural equation modeling approach were compared and discussed and the results of comparisons between the two models show that the complaints construct has the most significant effect on customer satisfaction. In addition, this study demonstrates a process for exploring appropriate actions to effectively improve residents’ satisfaction level.