Satisfaction of first-time residential clients with architectural services

Author(s):

Adedapo Adewunmi Oluwatayo (Department of Architecture, Covenant University, Ota, Nigeria)

Eziyi Ibem (Department of Architecture, Covenant University, Ota, Nigeria)

Dolapo Amole (Department of Architecture, Obafemi Awolowo University, Ile-Ife, Nigeria)

Citation:

Adedapo Adewunmi Oluwatayo , Eziyi Ibem , Dolapo Amole , (2014) "Satisfaction of first-time residential clients with architectural services", Journal of Engineering, Design and Technology, Vol. 12 Iss: 3, pp.316 - 335

DOI

http://dx.doi.org/10.1108/JEDT-03-2012-0012

Downloads:

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Abstract:

Purpose

– The aim of this study was to investigate the factors which define and predict the satisfaction of first-time residential clients of architects in Nigeria using Lagos as a case study.

Design/methodology/approach

– The study was based on the notion that satisfaction of first-time residential clients with architectural services is a combination of satisfaction with service, design and relationship qualities as well as reputation of the architect. A cross-sectional survey of randomly selected first-time residential clients of architects in the study area was conducted using pre-tested questionnaire as the principal data gathering instrument. Data were analyzed using descriptive statistics, factor and regression analyses.

Findings

– Of the seven factors identified, the factors which best define the satisfaction of the first-time residential clients were personalization of service, reliability of, confidence inspired by and personality of the architect. The best predictors of the satisfaction of the first-time residential clients of architects in Nigeria varied with the nature of service. However, it was observed that the experience of the architect cut across all service types as a significant predictor of client satisfaction.

Research limitation/implication

– Only residential clients were considered in the study. Other categories of clients may be considered in further studies.

Practical implications

– There is need for architects to consider the nature of services provided in their quest to satisfy their first-time residential clients.

Originality/value

– Previous studies have focused on experienced and mostly public sector clients. This study provides empirical data on the factors that influence the satisfaction of first-time private clients who engaged the services of architects for their personal homes.

Keywords:

Architectural services, Residential clients, First-time clients, Satisfaction, Nigeria

Publisher:

Emerald Group Publishing Limited