CLIENTS SATISFACTION WITH ESTATE SURVEYORS AND VALUERS’ PROPERTY MANAGEMENT SERVICES IN CALABAR, CROSS RIVER STATE, NIGERIA

Abstract

This study investigated clients' satisfaction levels regarding the services rendered by estate Surveyors and Valuers in Calabar. Its primary objectives were to gauge satisfaction levels based on specific service parameters and identify the significant factors influencing clients' contentment. Employing a survey research design, 300 questionnaires were distributed to landlords and tenants occupying properties managed by estate surveying and valuation firms to collect primary data. The analysis of gathered data involved both descriptive (such as mean) and inferential statistical tools, including analysis of variance (ANOVA). Satisfaction was evaluated through the SERVQUAL model, focusing on responsiveness, tangibles, assurance, reliability, and empathy as key parameters. The study found that assurance, related to confidence and trust, garnered the highest mean score (3.90), followed by empathy (3.71), reliability (3.30), responsiveness (3.27), and tangibles (3.18). The overall mean score for satisfaction was 3.47, indicating a moderate level of satisfaction among clients with the services provided by Estate Surveyors and Valuers. ANOVA results highlighted that responsiveness, tangibles, and reliability, with P-values of 0.05, 0.035, and 0.022 respectively, emerged as the primary factors influencing client satisfaction with Estate Surveyors and Valuers' services in property management. In conclusion, the study determined that clients hold a moderate level of satisfaction with Estate Surveyors and Valuers' services, particularly concerning property management aspects. To enhance client satisfaction, the recommendation emphasizes prompt responsiveness to client concerns, routine property inspections, and consistent service delivery.