CONSUMER PERCEPTIONS AND ADOPTION OF PROFESSIONAL PROPERTY MANAGEMENT SERVICES: EVIDENCE FROM APARTMENT OWNERS IN LA TRINIDAD, BENGUET, PHILIPPINES
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https://doi.org/10.46827/ejmms.v11i2.2331##semicolon##
consumer perceptions##common.commaListSeparator## service quality##common.commaListSeparator## property management##common.commaListSeparator## apartment owners##common.commaListSeparator## PhilippinesAbstrakt
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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