CONSUMER PERCEPTIONS AND ADOPTION OF PROFESSIONAL PROPERTY MANAGEMENT SERVICES: EVIDENCE FROM APARTMENT OWNERS IN LA TRINIDAD, BENGUET, PHILIPPINES
DOI:
https://doi.org/10.46827/ejmms.v11i2.2331Λέξεις-κλειδιά:
consumer perceptions, service quality, property management, apartment owners, PhilippinesΠερίληψη
This study examined apartment owners’ perceptions of service quality and adoption decisions regarding professional property management services in La Trinidad, Benguet. Using a quantitative descriptive-correlational design, data were collected from 85 apartment building owners through structured questionnaires over a 35-day period. The instrument demonstrated excellent reliability (Cronbach’s α = 0.905) and measured service quality dimensions based on the SERVQUAL framework: tangibles, reliability, responsiveness, assurance, and empathy. Results revealed that apartment owners held generally positive perceptions of service quality, with reliability rated highest (M = 4.01), indicating strong confidence in consistent service delivery. However, empathy scored comparatively lower (M = 3.70), suggesting opportunities for improvement in personalized service. Pearson correlation and multiple regression analyses demonstrated significant positive relationships between service quality perceptions and adoption decisions, with the model explaining 50% of the variance. Reliability emerged as the strongest predictor (β = 0.39), followed by assurance and responsiveness, while empathy was not statistically significant. Factor analysis identified two key dimensions affecting willingness to engage services: Trust and Value, and Service Quality. Trust was the strongest predictor of willingness (β = 0.43), followed by perceived value and reliability, with the model explaining 58% of the variance. ANOVA results showed significant differences in willingness across business sizes (p = 0.010), indicating that organizational characteristics influence engagement decisions. The findings validate theoretical frameworks linking service quality to adoption behavior and highlight trust as a critical factor in professional service engagement, providing valuable insights for property management companies and future research in emerging markets.
JEL: R31, D12, M31
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