Purpose The purpose of this paper is to assess the service quality (SQ) of property managers of shopping complexes in Ibadan with a view to improving management practice. Design/methodology/approach Primary data were used for the study through questionnaire administration. Ibadan was stratified into five axes using existing major roads where shopping complexes were highly concentrated. From each axis, 33, 65, 48, 64 and 66 shopping complexes were identified (Oyo State Ministry of Land, Housing and Survey, 2017), and the systematic sampling technique (20 percent) was adopted to select 57 out of 276 shopping complexes and 192 (10 percent) out of 1919 occupiers of the shopping complexes in the study area. In total, 157 occupiers responded to the questionnaire, and the data were analyzed using mean ranking and stepwise multiple regression. Findings This study found that professionalism, tangible, assurance and empathy dimensions of SQ were rated fair, whereas reliability and responsiveness dimensions were rated poor. Also, stepwise multiple regression analysis predicted 78.5 percent overall SQ of property managers, and assurance, professionalism and empathy dimensions contributed significantly to the overall SQ. Hence, reliability and responsiveness dimensions of SQ need to be improved. It is expected that the findings of this study will help property managers to understand the role of various dimensions of SQ for enhanced property management practice. Originality/value The study is one of the few studies that assessed the SQ of property managers of shopping complex with a view to improving its management practice.

Purpose The global shift in the traditional skills required of real estate graduates has led to an increased demand for employees who have the required skills and competencies. The purpose of this study is to evaluate employment considerations of real estate firms and analyse employers’ skill expectations and the observed skills possessed by the graduate employees. This study also analysed the self-assessed soft skill levels of the graduate employees, thereby establishing the skill gap. Design/methodology/approach Data were sought from real estate employers in the two dominant real estate markets of Nigeria: Lagos and Abuja, and real estate graduate employees who have had a minimum of six months working experience in real estate firms. Data collected were analysed using statistical techniques such as frequency, percentages, mean, correlation, multivariate analysis of variance, paired-samples t-test and independent samples t-test. Findings The findings of this study revealed that employers’ soft skills expectations were high with skills such as responsibility, administrative, listening, communication, business negotiation and work ethics. Based on employers' observed skills, there were significant skill gaps with respect to soft skills such as responsibility, business negotiation, logical thinking, marketing and dispute resolution. An analysis of the core skills reveals employers' preference for technical competencies in valuation, agency, property management, marketing, report writing and landlord and tenant laws. However, graduate employees possessed significant skill gaps with regards to technical skills such as valuation, property investment analysis, feasibility and viability appraisal, market research methods and facility management. Practical implications An understanding of the skill gaps will provide useful feedback to professional bodies, regulatory boards, institutions of higher learning, faculty members and other stakeholders regarding deficient skill areas, especially for curriculum review, development and training in the real estate sector. Originality/value There is a paucity of information about employers' skill preferences and the skill gaps in the real estate sector.

PurposeThis paper aims to examine the skill requirements for the practice of corporate real estate management (CREM) in Nigeria.Design/methodology/approachQuestionnaires were distributed to 270 practising estate firms in Lagos State, Nigeria, 145 final year students of Estate Management in Obafemi Awolowo University, Ile Ife, Nigeria as well as corporate real executive officers of the 24 recapitalised commercial banks, 21 insurance and five GSM communication companies in Nigeria. A total of 260 questionnaires (58 per cent) were returned and found useful for the study. The study adopted the descriptive method of percentages, mean and proportion method for analysis.FindingsThe study found that in rank order, the skill requirements for CREM were financial performance skill, investment in corporate strategy, productivity skill, space efficiency management skill and customers and employees' management skill. The mean figures for the five factors are 5.0, 4.8, 4.8, 4.73 and 4.67 respectively. The results of the analysis also showed further that the portfolio efficiency skill had a mean value of 3.58 and was rated by the respondents as the least skill required for corporate real estate management.Research limitations/implicationsLimiting the scope of the study to CRE executives and practitioners in selected service industry and students of a university might pose a great challenge to the representativeness of the findings.Practical implicationsThe study has major implications on real estate education and practice in Nigeria. There is an urgent need to overhaul the university/polytechnic curriculum to incorporate business and accounting knowledge to prepare real estate graduates for efficient practice and the continuous re‐training of practitioners to prevent future declining real estate profession.Social implicationsThe negative implication of joblessness arising from unemployable graduates of real estate by corporate organisations breeds more social vices.Originality/valueThe paper documents the requisite information needed for developing contemporary policy on real estate education in the country. It also serves as a guide for real estate practitioners and regulatory bodies for developing contemporary real estate practice to meet emerging trends in CREM practice and for relevance in the practice of CREM as an evolving sub‐discipline of estate management.

PurposeThe study analysed the factors influencing real estate firms' (REFs) decision to adopt virtual reality (VR) technology using the Decision-Making Trial and Evaluation Laboratory (DEMATEL) method. This was done to enhance the practice of real estate agency in Nigeria.Design/methodology/approachData were elicited from eight real estate experts. These experts were heads of the agency department of firms that had been in existence for a minimum of five years in the Lagos property market. The data analysed in this study were collected with the aid of a questionnaire.FindingsThe result revealed that use intention was influenced by performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation, price value and UB. Also, facilitating conditions, habit and use intention did not influence use behaviour. Overall, six constructs, which include price value (Ri − Cj value = 0.1284), use behaviour (Ri − Cj value = 0.0666), social influence (Ri − Cj value = 0.0583), facilitating conditions (Ri − Cj value = 0.0323), performance expectancy (Ri − Cj value = 0.0196) and effort expectancy (Ri − Cj value = 0.0116), were significant predictors of the factors influencing the decision of REFs to adopt VR. Of these constructs, the Ri − Cj values indicated that price value had the highest causative influence.Practical implicationsThe result of this study will bring REFs to the consciousness of the factors that could affect their adoption of VR technology. This study will also assist the Nigerian Institution of Estate Surveyors and Valuers in appropriately enlightening REFs on the integration of VR technology into the agency practice especially at this time when all health protocols and guidelines need to be observed to help flatten the curve of the Covid-19 pandemic.Originality/valueThis study is the first to have an insight into the analysis of the factors influencing REFs' decision to adopt VR technology using the DEMATEL method.

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