Service Quality as Driver for Improving non-Financial Performance of Commercial Properties in Kano, Nigeria

Abstract

This study investigates the relationship between service quality and non-financial performance of commercial properties in the Tarauni  local government area of Kano State, Nigeria. It aims to identify service qualities, examine determinants of non-financial performance  indicators, and establish the relationship between service quality and non-financial performance. A survey research design was used with  132 respondents from a population of 200. Key findings show that comfortability, reliability, empathy, and assurances influence non- financial performance. Non-financial performance measures include customer achievement, return on investment, employees' attitude,  and health and safety. The study recommends that commercial property management should prioritize customer needs, on-time  delivery, team performance, and technology utilization as non-financial performance measures.