Assessing technical and functional features of office buildings and their effects on satisfaction and loyalty
This study assesses the service performance of commercial office buildings in the Golden Triangle Kuala Lumpur (GTKL) and understands how they influence tenant satisfaction and loyalty. Literature suggests that the commercial office building leasing context provides more service components compared...
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| Format: | Article |
| Language: | English |
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Faculty of Economics and Management, Universiti Putra Malaysia
2014
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| Online Access: | http://psasir.upm.edu.my/id/eprint/41703/ http://psasir.upm.edu.my/id/eprint/41703/1/Assessing%20technical%20and%20functional%20features%20of%20office%20buildings%20and%20their%20effects%20on%20satisfaction%20and%20loyalty.pdf |
| _version_ | 1848849767126269952 |
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| author | Cheah, Jun Hwa Ng, Siew Imm Lee, Chin Teoh, Kenny Guan Cheng |
| author_facet | Cheah, Jun Hwa Ng, Siew Imm Lee, Chin Teoh, Kenny Guan Cheng |
| author_sort | Cheah, Jun Hwa |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | This study assesses the service performance of commercial office buildings in the Golden Triangle Kuala Lumpur (GTKL) and understands how they influence tenant satisfaction and loyalty. Literature suggests that the commercial office building leasing context provides more service components compared to goods, hence, the service performance (SERVPERF) framework was used in this study. Data was collected from 250 tenants of 48 buildings using questionnaires. The Structural Equation Model (SEM) technique was used to test the hypothesis and three significant relationships were found. The result indicated that Building Features, Services and Management performance (BFSM), agglomeration performance and Responsive Customer Orientation (RCO) significantly influenced tenant satisfaction, and subsequently resulted in loyalty. The implications for managers and the theories in this regard are then discussed. |
| first_indexed | 2025-11-15T09:55:37Z |
| format | Article |
| id | upm-41703 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T09:55:37Z |
| publishDate | 2014 |
| publisher | Faculty of Economics and Management, Universiti Putra Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-417032016-02-02T01:51:46Z http://psasir.upm.edu.my/id/eprint/41703/ Assessing technical and functional features of office buildings and their effects on satisfaction and loyalty Cheah, Jun Hwa Ng, Siew Imm Lee, Chin Teoh, Kenny Guan Cheng This study assesses the service performance of commercial office buildings in the Golden Triangle Kuala Lumpur (GTKL) and understands how they influence tenant satisfaction and loyalty. Literature suggests that the commercial office building leasing context provides more service components compared to goods, hence, the service performance (SERVPERF) framework was used in this study. Data was collected from 250 tenants of 48 buildings using questionnaires. The Structural Equation Model (SEM) technique was used to test the hypothesis and three significant relationships were found. The result indicated that Building Features, Services and Management performance (BFSM), agglomeration performance and Responsive Customer Orientation (RCO) significantly influenced tenant satisfaction, and subsequently resulted in loyalty. The implications for managers and the theories in this regard are then discussed. Faculty of Economics and Management, Universiti Putra Malaysia 2014 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/41703/1/Assessing%20technical%20and%20functional%20features%20of%20office%20buildings%20and%20their%20effects%20on%20satisfaction%20and%20loyalty.pdf Cheah, Jun Hwa and Ng, Siew Imm and Lee, Chin and Teoh, Kenny Guan Cheng (2014) Assessing technical and functional features of office buildings and their effects on satisfaction and loyalty. International Journal of Economics and Management, 8 (S). pp. 137-176. ISSN 1823-836X http://econ.upm.edu.my/ijem/vol8noS/bab08.pdf |
| spellingShingle | Cheah, Jun Hwa Ng, Siew Imm Lee, Chin Teoh, Kenny Guan Cheng Assessing technical and functional features of office buildings and their effects on satisfaction and loyalty |
| title | Assessing technical and functional features of office buildings and their effects on satisfaction and loyalty |
| title_full | Assessing technical and functional features of office buildings and their effects on satisfaction and loyalty |
| title_fullStr | Assessing technical and functional features of office buildings and their effects on satisfaction and loyalty |
| title_full_unstemmed | Assessing technical and functional features of office buildings and their effects on satisfaction and loyalty |
| title_short | Assessing technical and functional features of office buildings and their effects on satisfaction and loyalty |
| title_sort | assessing technical and functional features of office buildings and their effects on satisfaction and loyalty |
| url | http://psasir.upm.edu.my/id/eprint/41703/ http://psasir.upm.edu.my/id/eprint/41703/ http://psasir.upm.edu.my/id/eprint/41703/1/Assessing%20technical%20and%20functional%20features%20of%20office%20buildings%20and%20their%20effects%20on%20satisfaction%20and%20loyalty.pdf |