Gap Analysis of Homeowners’ Expectations of Smart Features in Intelligent Condominiums

Abstract

While smart features have been incorporated in private condominiums, it is unclear if these features are appropriate and satisfactorily used by homeowners. The concern of this study is that for all good intent and purposes, the smart features designed into intelligent condominiums by developers may not be what homeowners need, i.e., there could be gaps between homeowners' expectations and developers' perceptions of what these expectations are. The aims of this study are, therefore, to (1) examine the kinds of intelligent systems available that are most appropriately used in condominiums, and (2) assess the needs of homeowners to determine their satisfaction level from using smart features provided in their intelligent condominiums. Seven smart features that are commonly provided in intelligent condominiums in Singapore were identified. A survey was conducted in Singapore with homeowners and developers, which suggests that smart fire protection and security systems were deemed most appropriate by homeowners. However, homeowners were generally not very satisfied with the performance of these smart features. A gap analysis of the survey findings suggests that there were discrepancies between homeowners' expectations and developers' perceptions of homeowners' expectations. This suggests a need for developers to allocate their resources more effectively in the future to meet homeowners' needs.