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.
Highlights
In the 1990s, the use of high-rise buildings in China was mainly used for business and commercial functions, but recently it has been developed for complex uses such as hotels and apartments due to economic and functional considerations
The measurement of variables was made by a five-point scale on environmental quality (6 items), process quality (6 items), result quality (5 items), resident satisfaction (7 items), and recommendation intention (4 items) based on the existing precedent studies related to the management service quality of high-rise apartments
This study is to empirically examine how the quality of management service - environmental quality, process quality and result quality - perceived by the residents of high-rise residential complex of China affects the satisfaction of the residents and how the satisfaction of the residents affects the recommendation intention
Summary
In the 1990s, the use of high-rise buildings in China was mainly used for business and commercial functions, but recently it has been developed for complex uses such as hotels and apartments due to economic and functional considerations. The necessity for policies in the field of building maintenance emerged that improve the quality of property maintenance service and increase customers’ satisfaction on all kinds of management services Despite of such practical necessity, the empirical study as to the management service of high-rise residential complex apartment is not very active. This study ushers in the examination of various literature domestically but globally and extends its focus on the pursuit of theoretical bases on characteristics of service, degree of satisfaction and recommendation intent by looking up the existing materials It comprises the three elements on the quality of the management service: environment quality, process quality and result quality. It analyzes the influence and relationship between the variables in terms of the correlation of variables leading to recommendation intention
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