The perception of service quality by tenants of Selected commercial buildings within the Nairobi Central business district, Kenya
Abstract
Service quality has been the subject of considerable interest by both practitioners and
researchers in recent years. Despite the importance of measuring service quality across
industries and nationwide, little empirical research has been conducted in the delivery of
professional practice of property management services in Kenya. The requirement for
high standard of service quality in property management has grown through the years due
to the fact that tenants have become more demanding in an increasingly competitive
business environment. The purpose of the research was to measure tenants’ perception
and expectations to determine the perceived service quality. It also determined the level
of importance of service quality dimensions.
A frame of reference was developed based on literature review. Five dimensions of
service quality were selected to be applied in property management services. The study
employed cross sectional survey method. The sample targeted 50 tenants from ten
selected numbered commercial buildings within the Central Business District of Nairobi.
The SERVQUAL measurement instrument was applied in the study. Data was collected
by administering questionnaires. Data analysis and presentation was done by use of
average scores and tables.
The findings of this research give an insight into the variables that contribute to perceived
service quality of property management services. The reliability dimension emerged as
the most critical dimension of the five service quality dimensions looked at. This study
recommends that property managers should make attempts to understand tenants’ needs
and embrace tenant based performance measurement in order to have a competitive edge
over competitors. This study has contributed to the body of knowledge in the strategic
management of property management services and practice. Areas for further research
have also being pointed out.
Publisher
University of Nairobi School of Business