Toward a Better Way to Measure Customer Satisfaction Levels in Public Housing: A Report from Cincinnati

Varady, David P.; Carrozza, Mark

doi:10.1080/02673030020002555

Cited by 109 publications

(67 citation statements)

References 13 publications

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“…Francescato, Weidemann, and Anderson (1987) contend that satisfaction depends on three elements -the design which includes its space organisation, layout and facilities provided, the management practices (in public housing), and the surrounding social aspects. According to Varady and Carrozza (2000), tenant satisfaction encompasses four distinct types of satisfaction (1) satisfaction with the dwelling unit; (2) satisfaction with the services provided, including repair service; (3) satisfaction with the whole package received for the rent paid -dwelling and service; and (4) satisfaction with the neighbourhood or area. Nurizan and Hashim (2001) reported that besides facilities in the house, basic facilities such as shops, markets, schools, clinic, mailing system, community hall, playground, and others are important to support the daily life of the dwellers, and enhance residents' quality of life.…”

Section: Selection Of Components and Variables For Residential Satisfmentioning

confidence: 99%

Assessment of residential satisfaction in newly designed public low-cost housing in Kuala Lumpur, Malaysia

Mohit

Ibrahim

Rashid

2010

Habitat International

421

320

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a b s t r a c tThis paper provides an assessment of residential satisfaction of newly designed public low-cost housing dwellers of Kuala Lumpur, Malaysia, with forty-five variables grouped into five components -dwelling unit features, dwelling unit support services, public facilities, social environment and neighbourhood facilities. Findings from the study indicate that the residents are moderately satisfied with dwelling unit support services, followed by public and neighbourhood facilities than dwelling unit features and social environment, which have higher percentage of respondents with low level of satisfaction. Residential satisfaction index has high positive correlations with dwelling unit features, social environment, support services and public facilities, and low positive correlation with neighbourhood facilities. Socio-economic attributes of the residents such as age, family size, working wives, previous residence are negatively correlated with residential satisfaction, whereas residents' race, employment type, floor level and length of residency are positively correlated with residential satisfaction. A Multiple Linear Regression (MLR) model has been estimated for the study and the model provides 76% explanations to determine residential satisfaction with ten predictor variables. The high beta coefficients of the model suggest that residential satisfaction of public low-cost housing can be enhanced through improving the management of security control, perimeter roads, cleanliness of garbage house and garbage collection, by the Local authority (KLCH). Moderate beta coefficient values of the model suggest that improvement of housing design is necessary to enhance residents' satisfaction with the predictor variables such as dry area, bedroom-1, dinning space, socket points and bedroom-3. From socio-economic analysis, it was found that the size of existing low-cost unit does not satisfy the needs of 29.4% inhabitants with large (6þ) families and high bedroom occupancy rates (2.5). Furthermore, the location of future low-cost housing estates should also consider their closeness to the shopping centres. Public agencies for low-cost housing should pay proper attention to the management of support and public facilities to enhance residential satisfaction of the inhabitants and also adopt a policy to build different sizes of units to cater the needs of residents with large families in order to enhance quality of life of the low-income urban community in the country.

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Section: Selection Of Components and Variables For Residential Satisfmentioning

confidence: 99%

Assessment of residential satisfaction in newly designed public low-cost housing in Kuala Lumpur, Malaysia

Mohit

Ibrahim

Rashid

2010

Habitat International

421

320

View full text Add to dashboard Cite

show abstract

“…Francescato et al (1987) observe that housing satisfaction depends on three elements: the design, which includes its spatial organisation, layout and facilities provision; the management practices; and the surrounding social environment. Tenant satisfaction encompasses four components of satisfaction: (1) satisfaction with the dwelling unit; (2) with the services provided; (3) with the whole rent package-dwelling and services; and (4) with the neighbourhood or area (Varady and Carrozza 2000). Nurizan and Hashim (2001) reported that besides facilities in the house, basic facilities such as shops, markets, schools, clinic, mailing system, community hall and playground are important to support the daily life of the residents and enhance their quality of life.…”

Section: Selection Of Components and Variables For Measuring Housing mentioning

confidence: 99%

Social housing programme of Selangor Zakat Board of Malaysia and housing satisfaction

Mohit

Nazyddah

2011

J Hous and the Built Environ

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Social housing in Malaysia is provided through the public and private sectors. Recently, the Selangor Zakat Board (SZB) has started to provide social housing in the state of Selangor, Malaysia. Up to 2007, a total of 906 units have been delivered under its different programmes. This paper evaluates these programmes by adopting the housing satisfaction model which is currently used as a customer satisfaction tool for public/private housing in many local governments in the UK and USA. The main purpose of this paper is to identify the types of housing programmes adopted by SZB and examine beneficiaries' housing satisfaction in each programme on a comparative plane. In order to examine housing satisfaction, five objective components of satisfaction-housing unit features, housing unit support services, the social environment, public facilities and neighbourhood facilities-were analysed through beneficiaries' levels of satisfaction which were measured by applying a Likert scale. The findings of the paper indicate that SZB has been successful in providing a moderate level of satisfaction with the housing unit. However, the existence of variable levels of satisfaction with other components implies that there is still scope to enhance residents' satisfaction with those components.

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“…In the construction of the performance index, 10 out of 100 points correspond to residents' satisfaction. See Varady and Carrozza (2000) for further details and results derived from the analysis of this data for Cincinnati. Carswell and James (2008) provide an example about the use of housing satisfaction to evaluate housing counselling agencies in the US.…”

mentioning

confidence: 99%

Disentangling the housing satisfaction puzzle: Does homeownership really matter?

Díaz-Serrano¹

2009

Journal of Economic Psychology

111

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There is a general consensus that homeownership has beneficial effects for both individuals and society in many outcomes. However, research regarding the effect of homeownership on individuals' subjective well-being remains inconclusive. In this paper, for the first time, we provide empirical evidence for the link between homeownership and housing satisfaction using panel data. We use the eight waves of the European Community Household Panel (ECHP) covering the period 1994-2001. We observe that renters who become homeowners not only experience a significant increase in housing satisfaction, but also after changing their tenure status, they obtain a different utility from the same housing context. This evidence might provide support to the hypothesis that a share of the differences in the perceived utility derived from housing can be attributed to (un)fulfilled expectations or aspirations regarding homeownership.

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Toward a Better Way to Measure Customer Satisfaction Levels in Public Housing: A Report from Cincinnati

Cited by 109 publications

References 13 publications

Assessment of residential satisfaction in newly designed public low-cost housing in Kuala Lumpur, Malaysia

Assessment of residential satisfaction in newly designed public low-cost housing in Kuala Lumpur, Malaysia

Social housing programme of Selangor Zakat Board of Malaysia and housing satisfaction

Disentangling the housing satisfaction puzzle: Does homeownership really matter?

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