Satisfaction of first-time residential clients with architectural services

Abstract

Purpose – The aim of this study was to investigate the factors which define and predict the satisfaction of first-time residential clients of architects in Nigeria using Lagos as a case study. Design/methodology/approach – The study was based on the notion that satisfaction of first-time residential clients with architectural services is a combination of satisfaction with service, design and relationship qualities as well as reputation of the architect. A cross-sectional survey of randomly selected first-time residential clients of architects in the study area was conducted using pre-tested questionnaire as the principal data gathering instrument. Data were analyzed using descriptive statistics, factor and regression analyses. Findings – Of the seven factors identified, the factors which best define the satisfaction of the first-time residential clients were personalization of service, reliability of, confidence inspired by and personality of the architect. The best predictors of the satisfaction of the first-time residential clients of architects in Nigeria varied with the nature of service. However, it was observed that the experience of the architect cut across all service types as a significant predictor of client satisfaction. Research limitation/implication – Only residential clients were considered in the study. Other categories of clients may be considered in further studies. Practical implications – There is need for architects to consider the nature of services provided in their quest to satisfy their first-time residential clients. Originality/value – Previous studies have focused on experienced and mostly public sector clients. This study provides empirical data on the factors that influence the satisfaction of first-time private clients who engaged the services of architects for their personal homes.