IMPACT OF SERVICE QUALITY ON RESIDENTIAL SATISFACTION : A STUDY WITH SPECIAL ATTENTION TO CHENNAI

Authors

  • Dr. K. Chezhiyan Assistant Professor, Department of Business Administration, Government Arts and Science College, Veppanthattai, Perambalur

DOI:

https://doi.org/10.29121/granthaalayah.v9.i9.2021.4148

Keywords:

Residential Satisfaction, Apartment Service Quality, House Buying Behavior, Service Quality

Abstract [English]

 The purpose of this paper is to reveal the residential satisfaction of apartment residents.  And it was measured through an antecedent (service quality) and a consequence (word of mouth) of residential satisfaction. Simple random sampling method was employed on 200 residents and multiple linear regressions were carried out. The result shows that 85% of the variance in overall customer satisfaction is accounted for by service quality. From the above findings it is clear that service quality positively influences customer satisfaction.

Downloads

Download data is not yet available.

References

Anandanatarajan, K., (2012) "Antecedent and consequences of service quality in hotel industry - A guest perspective", in Dholy Grace Management Review 4 (1), 87 - 94.

Balathandayutham, P., (2016), "A study on antecedent and consequences of customer satisfaction in apartment culture at Chennai," International Journal of Management Studies, Vol-III, Issue-1, February 2016 , 129-139, 2016. Retrieved from https://www.researchgate.net/profile/Balathandayutham-Dr-P/publication/342834720_International_Journal_of_Management_Studies_A_STUDY_ON_ANTECEDENT_AND_CONSEQUENCES_OF_CUSTOMER_SATISFACTION_IN_APARTMENT_CULTURE_AT_CHENNAI_Introduction/links/5f085826299bf1881610395f/International-Journal-of-Management-Studies-A-STUDY-ON-ANTECEDENT-AND-CONSEQUENCES-OF-CUSTOMER-SATISFACTION-IN-APARTMENT-CULTURE-AT-CHENNAI-Introduction.pdf

Balathandayutham, P., (2017), "A study on perceived risk of residential construction companies and its customers", International Journal of Management Studies, Vol-IV, Issue-1, June 2017, 181 -186.

Balathandayutham, P., (2019), "Influence of apartment price on residential satisfaction: a study in Chennai", International journal of research in computer application & management, volume no. 9, issue no. 11, November 2019, 5-7.

Balathandayutham, P., Anandanatarajan, K., Sritharan, R., (2012), "Brand Preference in Indian FMCG Industries: An Emprical Study", INDIFED, Symposium, Chennai, 2012.

Balathandayutham, P., Anandanatarajan, K., (2019) "Price and Green Attitude Towards Environmental Friendly Product in Chidambaram", Review of Research Journal, Special Issue Volume 1 November, Page 226-231. Retrieved from https://d1wqtxts1xzle7.cloudfront.net/63881304/15_PRICE_AND_GREEN_ATTITUDE_TOWARDS_ENVIRONMENTAL_FRIENDLY_PRODUCT_IN_CHIDAMBARAM20200710-43745-kk37yz-with-cover-page-v2.pdf?Expires=1634283445&Signature=f0W7qSIYh6-9NqpL3gucqSKy5nbsIEtWDeZP-xDfwtnIwsCpFNqcPnIekz0G7Tmbl75pS5ZJkKrl1tVnTCVxpk-25bKzciRVWmjU~asMwBh9R5dF99lD1FaRV9w85MIsaGobaCjQClGE5Dsop9Waih2GmutflpZO-wLRGCw-CvHwGg3u90jehUjP~NgH0Xhtf5aL~tjSPKoFUPVIXiu849hCsG2HRUsbrX3i2Jb8TeH9-Y46olrm6lQDDcKx~iYkYF8Ix6yZ2H~2D6ZiZeGf1j8k~1dVku8Mt-J0irEdrKXmOg--4HNJlN~SzOZwQNkTMZ1f4ddipUPWNLEOUWrptQ__&Key-Pair-Id=APKAJLOHF5GGSLRBV4ZA

Balathandayutham, P., Sritharan, R., (2012), "A Study on Real Estate Marketing With Special Reference to Apartment Purchase", SELP Journal of Social Science 3 (12), 2012, 431-435. Retrieved from https://www.researchgate.net/profile/Balathandayutham-Dr-P/publication/342901835_A_STUDY_ON_REAL_ESTATE_MARKETING_WITH_SPECIAL_REFERENCE_TO_APARTMENT_PURCHASE/links/5f0c9d2f299bf10744533d86/A-STUDY-ON-REAL-ESTATE-MARKETING-WITH-SPECIAL-REFERENCE-TO-APARTMENT-PURCHASE.pdf

Balathandayutham, P., Sritharan, R., (2012), "Marketing Strategies for consumer house buying behaviour", Revitalising Global Business, 2012. 994-995.

Balathandayutham, P., Sritharan, R., (2013), "Service quality survey in apartment industry: a study on residential satisfaction among urban resident", IISRO Multi-conferences proceeding, 2013. Retrieved from https://www.researchgate.net/profile/Balathandayutham-Dr-P/publication/342831707_Service_quality_survey_in_apartment_industry_a_study_on_residential_satisfaction_among_urban_residents/links/5f07f402299bf188161026d8/Service-quality-survey-in-apartment-industry-a-study-on-residential-satisfaction-among-urban-residents.pdf

Balathandayutham, P., Sritharan, R., (2013), "A Focus on Factors Influencing Residential Satisfaction", Review Journal of Philosophy and Social Science 38 (2), 2013, 123-132. Retrieved from https://www.researchgate.net/profile/Balathandayutham-Dr-P/publication/342901892_A_FOCUS_ON_FACTORS_INFLUENCING_RESIDENTIAL_SATISFACTION/links/5f0ca663a6fdcca32ae69b16/A-FOCUS-ON-FACTORS-INFLUENCING-RESIDENTIAL-SATISFACTION.pdf

Balathandayutham, P., Sritharan, R., (2013), "A Study on Role of Management Graduate's Services in Real Estate Business", M.S.R Journal of Management 1 (2), 2013, 116-118. Retrieved from https://www.researchgate.net/profile/Balathandayutham-Dr-P/publication/342902040_A_STUDY_ON_ROLE_OF_MANAGEMENT_GRADUATE'S_SERVICES_IN_REAL_ESTATE_BUSINESS/links/5f0ca33fa6fdcca32ae69a51/A-STUDY-ON-ROLE-OF-MANAGEMENT-GRADUATES-SERVICES-IN-REAL-ESTATE-BUSINESS.pdf

Balathandayutham, P., Sritharan, R., (2013), "Detailed investigation of residential satisfaction in apartment's management service", International journal of research in commerce, it & management 3 (09), 2013

Balathandayutham, P., Sritharan, R., (2013), "Residential Satisfaction : An Empirical Study With Special Focus on Flat Purchase", International Journal of Applied Management Research 5 (special issue 2013), 64-67.

Balathandayutham, P., Sritharan, R., (2014), "A Study on the Residential Satisfaction among the Elderly in Chennai", International Journal of Research in Management Studies (IJRMS) 6 (1), 2014, 6-9. Retrieved from https://www.researchgate.net/profile/Balathandayutham-Dr-P/publication/342902091_A_study_on_the_residential_satisfaction_among_the_elderly_in_Chennai/links/5f0cacbe92851c38a51a6a3e/A-study-on-the-residential-satisfaction-among-the-elderly-in-Chennai.pdf

Balathandayutham, P., Sritharan, R., (2014), "A study on the influence of service quality on Apartment Satisfaction in Chennai, Tamilandu", Bonfring International Journal of Industrial Engineering and Management, 2014

Balathandayutham, P., Sritharan, R., (2014), "Factorial Study on Residential Satisfaction of Apartment Residents", Sankhya International Journal of Management and Technology 3 (II (a)), 2014, 79-80. Retrieved from https://www.researchgate.net/profile/Balathandayutham-Dr-P/publication/342834895_FACTORIAL_STUDY_ON_RESIDENTIAL_SATISFACTION_OF_APARTMENT_RESIDENTS/links/5f08618445851550509a35ba/FACTORIAL-STUDY-ON-RESIDENTIAL-SATISFACTION-OF-APARTMENT-RESIDENTS.pdf

Balathandayutham, P., (2018), "A Study on the Satisfaction of the Elderly People in Apartment Culture", International Journal of Management Studies, Vol.-V, Issue -1(3), 2018. 145-150. Retrieved from https://www.researchgate.net/profile/Balathandayutham-Dr-P/publication/342902083_A_Study_on_the_Satisfaction_of_the_Elderly_People_in_Apartment_Culture/links/5f0cab074585155a55257b7c/A-Study-on-the-Satisfaction-of-the-Elderly-People-in-Apartment-Culture.pdf

Isabelina Nahmens (2009), Discovering the variables that influence new home-buyer service satisfaction, International Journal of Consumer Studies, Vol. 33 pp. 581-590. Retrieved from https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1470-6431.2009.00801.x DOI: https://doi.org/10.1111/j.1470-6431.2009.00801.x

Karl (1998), The Behavior of Home Buyers in Boom and Post-Boom Markets, New india economic review, pp. 29-46. Retrieved from https://www.nber.org/papers/w2748

Madavan, K., & Vethirajan, C., (2019) "Analysis of customer satisfaction and post-usage behaviour towards ATM services of private sector banks in Puducherry region". 2019.

Madavan, K., & Vethirajan, C., (2020) "Customer Satisfaction on E-Banking Services of Public and Private Sector Banks in Puducherry Region -An Empirical Analysis". 11. 649-664. 10.34218/IJM.11.6.2020.054, 2020. Retrieved from https://www.researchgate.net/profile/Vethirajan-c/publication/342465585_Customer_Satisfaction_on_E-Banking_Services_of_Public_and_Private_Sector_Banks_in_Puducherry_Region_-An_Empirical_Analysis/links/5f0577d992851c52d62076b5/Customer-Satisfaction-on-E-Banking-Services-of-Public-and-Private-Sector-Banks-in-Puducherry-Region-An-Empirical-Analysis.pdf

Madavan, K., & Vethirajan, C., (2020) "The Impact Of Electronic Banking Services On The Public And Private Sector Banks In Puducherry Region". Aegaeum. 8. 1046-1056, 2020. Retrieved from https://www.researchgate.net/profile/Vethirajan-c/publication/342378730_THE_IMPACT_OF_ELECTRONIC_BANKING_SEVICES_ON_THE_PUBLIC_AND_PRIVATE_SECTOR_BANKS_IN_PUDUCHERRY_REGION/links/5ef191a6a6fdcc73be96cea5/THE-IMPACT-OF-ELECTRONIC-BANKING-SEVICES-ON-THE-PUBLIC-AND-PRIVATE-SECTOR-BANKS-IN-PUDUCHERRY-REGION.pdf

Noorsidi (2008) SERVQUAL and high-rise building: An achievement,Faculty of geoinformation science & engineering publications. Retrieved from www.utm.edu.my

P.Balathandayutham and K. Anandanatarajan (2020), Digital marketing through social networking sites (SNS): A field of digital empowerment, International Journal of Scientific & Technology Research volume 9, issue 02, February 2020. 734-736. Retrieved from https://d1wqtxts1xzle7.cloudfront.net/63881032/11_Scopus_Digital_Marketing_Through_Social_Networking_Sites_Digital_Marketing_Through_Social_Networking_Sites20200710-16342-iucef2-with-cover-page-v2.pdf?Expires=1634284993&Signature=ba2sOM0hDlUTkbwy4iuKUHr4Wj192OQ6gEhPOBnnaubo7iFze4vHlLzQENuSCpfU~xQGJ9OwYLpn1449uQpjaoQnzHUbA4YvUcxhZGt65tfrnwDbO5t~H~RyunBbOgQSQoen3RsqB0g~-oMSmq36g4KRh13USBArUIdACdIM6WoO399kf3dAeZ1rxsPtbBdos4BjH7fA24pPyKCMsI23H-LOAwBATGbnqYOyxHFXeFEb72UZwJ2yf2OZ8mOmfE1b3u8l~1bSrcLLD4AmtLG8WuvVmreSsvClkpReuU~cl4iBb336Bl~T7eWJH9bENr7qLzg7Z3FSzbx-b1KOIi7-Sw__&Key-Pair-Id=APKAJLOHF5GGSLRBV4ZA

Parasuraman, Zeithaml, V. and Berry, L. (1988), "SERVQUAL: a multiple-item scale for measuring consumer perceptions of quality", Journal of Retailing, 64,(1), pp. 12-40.

Rajakumar, C, S., Anandanatarajan, K., (2009) "Guest perception on service quality a study with reference to hotel industry", in journal of Asian business management 1 (1), 139-146.

Rajakumar, C, S., Anandanatarajan,. K., (2008) "Satisfaction and Image as the predictors of customer loyalty - An Empirical study in hotel industry", In Annamalai University Humanities Journal 45, 341 - 354.

Reijo savolinen (2009). The information needs of prospective homebuyers: an exploratory study of apartment purchases in Finland, Inter. Journal of Cons. Stud., Vol 33, pp 566-571, DOI: https://doi.org/10.1111/j.1470-6431.2009.00804.x

Siamak (2011) Environmental quality as an important dimension of customer satisfaction in apartment industry, African Journal of Business Management Vol.5(17),pp.7272-7283 DOI: https://doi.org/10.5897/AJBM10.995

Vethirajan, C., (2018) "Impact of Supply Chain Management - Service Quality Strategies for Gaining Competitive Advantage", In NXT GEX Logistics Management 4.0 Pg- 76-81. ISBN No: 978-0-6482502-1-0.

Vethirajan, C., (2018) "Impact of Supply Chain Management - Service Quality Strategies for Gaining Competitive Advantage", In NXT GEX Logistics Management 4.0 Pg- 76-81. ISBN No: 978-0-6482502-1-0.

Vethirajan, C., (2018) "Modern Banking Services in India - A key tool for Indian Banking Sectors". In DBJC - Journal of Business Research, Jain Spire. National Business Research Conference on "Emerging trends in Commerce and management in the present decade" Pg 366-370 ISSN: 2248-9711.

Vethirajan, C., (2018) "Modern Banking Services in India - A key tool for Indian Banking Sectors". In DBJC - Journal of Business Research, Jain Spire. National Business Research Conference on "Emerging trends in Commerce and management in the present decade" Pg 366-370 ISSN: 2248-9711.

Vethirajan. C., (2016) "Insurance Services and Consumer Protection" National Seminar on Consumer Protection and empowerment in India - In ISBN No: 978-81-928690-1-8.

Vethirajan. C., (2017) "User's Opinion on Efficiency of Internet Financial Reporting Practices - A Study with reference to Karaikudi Town", In Paripex- Indian Journal of Research, Vol: 6, Issue:7, July 2017, PP: 18-20. ISSN: 2250-1991, UGC Approved journal (Sr.47432), Index Copernicus IC Value: 79.96, Journal, Impact Factor: 5.761. Retrieved from https://doi.org/10.15373/22501991 DOI: https://doi.org/10.15373/22501991

Vidhya, K., Rajakumar, C, S., (2014)"An empirical study on perceived service quality and patient satisfaction with special reference to Puducherry hospitals", in Asia Pacific Journal of Research, vol: 1 issue xiv

Vidhya, K., Rajakumar, C, S., (2015)"Emotional attachment and its impact on perceived service quality and patient satisfaction in Puducherry hospitals", in Asia Pacific Journal of Research, vol: 1. issue xxxi. Retrieved from https://web.archive.org/web/20180426044729id_/http://www.apjor.com/downloads/0610201512.pdf

Vidhya, K.. Rajakumar, C, S., Jyothi, K, T., (2013) "An Empirical Study on Patient Delight and the Impact of Human and non Human Factor of service quality on Patient satisfaction in Private Hospitals", in Journal of Business and Management, 20-27. Retrieved from https://d1wqtxts1xzle7.cloudfront.net/32138500/D01242027.pdf?1382484800=&response-content-disposition=inline%3B+filename%3DD01242027.pdf&Expires=1634535193&Signature=WMnsEUZkthBTM66oUz~hPYJobtHFnDjW93UmOqhkWxe~V5he9vRv3bboJx0h5fZMt~kgnF5xpYSW4uUHRgczntJnUXBINZXiAyo1K-Ac4eGJUNPdolUlF9WvN-Rs4hVKeBjWJVfENhTub~z74qez9lpF6qW4SfInkypVx6AG1e3cvgaEDgByzJBmzGlNNDaI5GDynSYb~Ysb3ygUiqS9t~QaWdAFrR8dxHImGofAMRy4ubq6X~HMj8NdVmgkAWNcIL76mCH0x-OvLzND2IpYAjd-9pndxqrlkGWisSJe7HniP1voftaygkPs453wwjQT1JsNInSqCh9bnaTT~kcBlg__&Key-Pair-Id=APKAJLOHF5GGSLRBV4ZA

Yao-chen Kuo (2011) Elucidating how service quality constructs influence resident satisfaction with condominium management, Expert Sys. with Appl. Vol. 38, pp. 5755-5763. Retrieved from https://doi.org/10.1016/j.eswa.2010.10.057 DOI: https://doi.org/10.1016/j.eswa.2010.10.057

Downloads

Published

2021-10-18

How to Cite

Chezhiyan, K. (2021). IMPACT OF SERVICE QUALITY ON RESIDENTIAL SATISFACTION : A STUDY WITH SPECIAL ATTENTION TO CHENNAI. International Journal of Research -GRANTHAALAYAH, 9(9), 370–378. https://doi.org/10.29121/granthaalayah.v9.i9.2021.4148