Customer satisfaction in real estate industry, an investigation of high - class condominiums in Ho Chi Minh city
Abstract
This thesis is conducted to research how customers of high-class condominiums
in Ho Chi Minh City feel about their housing and discover factors influencing that feeling as well as evaluate those factors’ affecting level on decision of buying and using that condominium.
After providing some concepts and theoretical framework, the model of Zeithaml
& Bitner (2000) was chosen to developing the measurement scale in the context of high-class condominiums in Ho Chi Minh City with 5 factors including Perceived Product Quality, Perceived Service Quality, Price, Situational Factors and Personal Factors.
After collecting 131 feedbacks, the data was encoded and analyzed with SPSS
software. The result shows the relative satisfaction level of customers and there is no change
of initial factors except one item in Perceived Service Quality eliminated. However, a new model is suggested to be more suitable in the case of high-class condominiums. The research also finds out difference in customer satisfaction level among objects groups of demographic groups.
From those results, recommendations and implications for investors and companies are given to improve the current situation.