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AN ASSESSMENT ON THE TENANT’S SATISFACTION AND SERVICE QUALITY IN SANREMO OASIS, CEBU CITY: A BASIS FOR A PROPOSED IMPROVEMENTS FOR THE CONDOMINIUM __________________________________ A Thesis Proposal Presented to the Graduate Faculty of the School of Business and Economics University of San Carlos _________________________________ In Partial Fulfillment Of the Requirements for the Degree Masters in Management major in Hospitality Management __________________________________ By MARYCRES D. CASINTO
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Chapter 1 INTRODUCTION Rationale of the Study Condominiums are a very significant housing type in Cebu, and the number of condominiums being constructed is increasing each year. Whether or not the condominiums are managed appropriately will significantly influence the sustainable development of Cebu’s living environment. Therefore, this study aims to assess the tenant’s satisfactions and service quality, identify the issues of condominium management in Sanremo Oasis and suggest some improvements. Tenants' satisfaction which relates to product and service quality has been identified as one of the most powerful marketing tools. In rendering their services to the tenants, property management companies may strive to achieve 'quality' and 'satisfaction' that may then increase economic returns on investment. This paper aims to highlight the advantages of measuring tenants' satisfaction and the significance of this research to the property management profession. Quality and satisfaction are indicators for competitiveness (Schneider and Bowen, 1985). The relationship and nature of these two remains unclear. However, it was found that satisfaction and service quality come from two big research paradigms, namely: expectations and perceptions. Both are considered as key elements in the concept of service quality (Parasuraman, Zeithaml, & Berry, 1985). The said authors describe service quality as the result from customer comparisons between their expectations about the service they will use and their perceptions about the service company. They identified five gaps that can influence customer evaluations of service quality. Gap 5 is the difference between customer expectations and perceptions. Therefore, to address this gap, a study will be conducted in San Remo Oasis condominium. The primary purpose of the study is to assess the service quality of San Remo Oasis based on the gap between customer expectations and the perceptions. Moreover, another purpose of this study is to measure and compare the perceptions and satisfactions of residents with the facilities and maintenance services provided by Sanremo Oasis. Several models have been used in past studies in assessing service quality. Parasuraman et al. (1988) developed the SERVQUAL model that was used in their study, as well as in numerous other studies. It has been indicated that the SERVQUAL is the most commonly used model. This model involves a comparison of customer expectations and perceptions. By using this model, this study will develop a refined measure of the condominium’s service quality for managerial use. Finally, this study will propose measures that can be adopted by both
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  • Fall '15
  • Marketing, Service system

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