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Service quality of property managers of shopping complexes in Ibadan, Nigeria: Empirical evidence

Samson Oluseun Ojekalu (Department of Estate Management, Faculty of Environmental Design and Management, Obafemi Awolowo University, Ile-Ife, Nigeria)
Olatoye Ojo (Department of Estate Management, Obafemi Awolowo University, Ile-Ife, Nigeria)
Timothy Tunde Oladokun (Department of Estate Management, Obafemi Awolowo University, Ile-Ife, Nigeria)
Sumoila Aremu Olabisi (Department of Estate Management, Kaduna Polytechnic, Kaduna, Nigeria)
Sunday Samuel Omoniyi (Department of Architecture, Olabisi Onabanjo University, Ago-Iwoye, Nigeria)

Property Management

ISSN: 0263-7472

Article publication date: 12 December 2018

Issue publication date: 6 June 2019

Abstract

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.

Keywords

Citation

Ojekalu, S.O., Ojo, O., Oladokun, T.T., Olabisi, S.A. and Omoniyi, S.S. (2019), "Service quality of property managers of shopping complexes in Ibadan, Nigeria: Empirical evidence", Property Management, Vol. 37 No. 3, pp. 310-326. https://doi.org/10.1108/PM-04-2018-0029

Publisher

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Emerald Publishing Limited

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