An Evaluation of Users' Satisfaction with Property Management Services in Commercial Properties in Lagos, Nigeria

Abstract

Customer or user satisfaction is an overall attitude regarding a good or service after its acquisition and use. The factor most important to satisfaction is the level of performance of the product. If the level of satisfaction with the product is high customers tend to be satisfied, even if they expect such level of performance. One of the challenges faced by property managers is that of ensuring optimal user satisfaction in the properties they manage. This paper examines tenants' (users) satisfaction with management of commercial properties by Estate Surveyors in Lagos. Users of commercial properties in Lagos were sampled using the simple random sampling technique. A structured questionnaire was administered to tenants of the commercial properties in Lagos. 240 questionnaires were administered and 170 were returned and found usable and analyzed. The data found that personal need is the most important factor that influence users' satisfaction with management of commercial properties. It was also discovered that users of commercial properties are averagely satisfied with the management of the properties they occupy. It was recommended that both practitioners and academia should give more attention and value to teh performance measurement of users' satisfaction so as to enhance cordial relationship among users and property managers.

Keywords: User Satisfaction; Commercial Property; Property Management; Lagos