Customer Satisfaction in Residential Apartments in Kerala

Abstract

Customer satisfaction is one of the essential success factors for all industries. Improving quality and customer satisfaction has received extensive attention in recent years. Apartment quality, price, location, amenities and buyers’ characteristics are the key factors that influence apartment buyers’ satisfaction. This paper observes the relationship between various factors and its influence on level of customer satisfaction. The performance is calculated according to the degree of customer satisfaction as professed by customers themselves. Structured questionnaire is used to evaluate the satisfaction level of the customers and the study was made in the period of 2015–2016. With the sample of 100 respondents, the result was evaluated using percentage analysis, chi-square analysis and frequency analysis. The result of this study discovered that the Location, Quality, Price, Amenities provided by the construction company has a major influence on customer satisfaction. Results also indicate that the company should also give emphasis on safety, convenience, facilities and amenities of the apartments.