Assessment of the influence of managerial service quality on occupants’ satisfaction in Housing Estates in Abuja, Nigeria.

Abstract

In the rapidly developing Federal Capital of Nigeria, Abuja, understanding the relationship between managerial service quality and occupants' satisfaction is crucial for sustainable housing development. This study addresses this by assessing the influence of managerial service quality on occupants' satisfaction in housing estates in Abuja, Nigeria. Notably, there is a dearth of information on occupants’ satisfaction of housing estates within the Nigerian context, existing studies mainly focus on the physical environment. Using a survey-based cross-sectional design, data was collected through structured questionnaires from two housing estates in Abuja, focusing on occupants' perceptions of managerial service quality components. The study evaluated four key aspects of managerial service quality as independent variables: Facility Management, Management's Responsiveness to Complaints, Waste Management, and Environmental Hygiene. The data underwent inferential analysis, with correlation analysis gauging the strength and direction of the relationship between the dependent and independent variables, and multiple regression analysis used for hypothesis testing. Preliminary findings revealed a positive correlation between managerial service quality and occupants' satisfaction. From the results of multiple regression analysis, three hypotheses revealed a significant positive relationship with occupants’ satisfaction, while one hypothesis showed an insignificant but positive relationship with occupants’ satisfaction. This study underscores the critical role of effective estate management in improving occupants' quality of life and fostering sustainable urban development. Findings from the study can inform policymaking, shape property management practices, and empower housing estate administrators to meet the evolving needs and expectations of housing estate occupants.