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.