Customer satisfaction amongst users of estate surveying and valuation professional services: does firm size matter?

Abstract

Customer satisfaction and service quality are crucial factors in real estate professional service delivery. Firm size, amongst other factors, influences firms' service quality and hence its customers' satisfaction levels. This study investigated the influence of firm size on customer satisfaction levels of users of professional services provided by Estate Surveying and Valuation firms in the areas of property valuation and property management. Forty study participants comprising 20 respondents in each professional service area were drawn from users of property valuation and management services in Enugu urban. An adaptation of the SERVQUAL questionnaire was used to assess respondents' satisfaction levels in both service areas and ANOVA adopted to establish the influence of firm size on customer satisfaction. Findings revealed that mean satisfaction scores were higher for valuation services than for property management. Although firm size had no influence on respondents' satisfaction with valuation services, it had a significant influence on customer satisfaction with property management services evidenced by higher customer satisfaction levels from customers of smaller firms. Consequently, the creation of customer feedback systems within firms, especially the larger ones, and timely response to issues raised through such systems is recommended as an imperative for improved customer-oriented property management service delivery.

Keywords: customer, firm size, satisfaction