Relationship between Customer Satisfaction with Service Quality and Repurchase Intention for Apartment Houses

Abstract

In increasingly competitive market conditions, domestic construction companies are struggling to secure a competitive edge by increasing consumer satisfaction. In these circumstances, a greater emphasis needs to be put on providing an upgraded level of quality in the area of addressing defects to the satisfaction of customers, which is considered to have a great impact on customer satisfaction. This empirical study of the relationships among service quality, customer satisfaction, and repurchase intention aims to provide basis data for increasing service quality, particularly in dealing with the defect issues facing construction companies. To this end, a literature review was carried out on the concept of service quality along with defect issues, and customer satisfaction and influential factors were identified. Building on these foundations and findings, a survey was administered to residents in housing dwellings such as apartments. The results of this study are expected to heighten awareness of the need for increased service quality, which may have a critical influence on customer satisfaction and repurchase intention, and will thereby contribute to enhancing competitiveness and other aspects of the current construction industry.

Effect of Characteristics of Shared Housing in Single-Person Households on Housing Satisfaction and Shared Housing Performance

“…It was measured as the intention to reside again in shared housing after moving owing to reasons such as job changes and the intention to recommend shared housing to others. To measure this, a questionnaire used by Park Jong-hee [43] and Kwon Chil-Kwan [44] was modified. The questionnaire was based on a 5-point Likert scale and comprises eight items: four items related to the intention to reside again in shared housing and four items related to recommending shared housing to others.…”