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Service quality and property management service: a conceptual framework
Zarita Ahmad Baharum1, Abdul Hadi Nawawi2, Zainal Mat Saat3.
The purpose of this study is to develop a service quality framework for property management service using gap analysis, a model that offers an integrated view of the consumer-company relationship. Integrating the SERVQUAL instrument and other work in the service quality literature, this paper develops a conceptual model for understanding the interactions between tenants’ satisfaction and property management. This conceptual paper develops three constructs: functional, technical and image, which are very important in delivering quality service. The proposed model links these three constructs with 11 dimensions of service quality. It is not an empirical investigation of tenants’satisfaction. The paper does not review in detail the impact of the three constructs on property management services. The proposed model will provide valuable insights about the interactions between tenants’ satisfaction and property management services. This paper provides an important conceptual framework for evaluating the relationship between tenants’ satisfaction and property management.
Affiliation:
- Universiti Teknologi MARA, Malaysia
- Universiti Teknologi MARA, Malaysia
- Universiti Teknologi MARA, Malaysia
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