Is Owner Satisfaction a Mediator between Service Quality and Behavioral Intentions in Low-cost Housing?
Abstract
The Malaysian government has favorable policies to improve the affordability for the Malaysians particularly the low-income groups to own a house. The agendas of low-cost housing have been focusing on quality, adequacy, and affordability. However, there are failed housing projects particularly due to the lack of owners’ intentions to stay and other reasons. Therefore, this study aims to investigate the owner satisfaction's mediating role in the relationship between service quality and behavioral intentions (to stay or to move) for low-cost housing. The structured questionnaires were sent to low-cost house owners in southern (administration and business), northern (agriculture) and central (agriculture and industry) regions of Sarawak, and 403 responses were received. Mediated regression analysis and bootstrapping indirect effect were employed in the analysis. The results indicate that service quality has a significant positive relationship with behavioral intentions, and it also significantly contributes to owner satisfaction. However, the relationship between the owner satisfaction and behavioral intentions is not significant. Also, owner satisfaction has no mediating role in the relationship between service quality and behavioral intentions in Sarawak low-cost housing.
References
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Pallant, J. (2011). SPSS survived manual-a step by step guide to data analysis using SPSS (4th edition). Australia: Allen & Unwin.
Preacher, K.J., & Hayes, A.F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40 (3), 879 - 891.
Ramayah, T., Mahamad, O., & Mosahab, R. (2010). Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation. International Business Research, 3 (4).
Sulaiman, H., & Yahya, N. (1987). Housing provision and satisfaction of low-income households in Kuala Lumpur. Habitat International, 11 (4), 27-38.
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The Borneo Post (27 November, 2013). Government monitors increase in house prices.
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Voon, B.H. (2017). Service Environment of Restaurants: Findings from the youth customers. Journal of ASIAN Behavioural Studies, 2 (2), 63-73.
Yu, H.S., Zhang, J.J., Kim, D.H., Chen, K.K., Henderson, C., Min, S.D., Huang, H. (2014). Service Quality, Perceived Value, Customer Satisfaction, and Behavioral Intention Among Fitness Center Members Aged 60 Years and Over, Social Behavior and Personality: an international journal, 42 (5), 757-767 (11).
Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60 (2), 31-46.
Zumbro, T. (2014). The relationship between homeownership and life satisfaction in Germany. Housing Studies, 29 (3), 319-338.
Abdul Karim, H. (2008). The satisfaction of residents on community facilities in Shah Alam, Malaysia. Asian Social Science, 4 (11), 131-137.
Abdul Mohit, M., Ibrahim, M., & Rashid, Y.R. (2010). Assessment of residential satisfaction in newly designed public low-cost housing in Kuala Lumpur, Malaysia. Habitat International, 34, 18-27.
Abdul Mohit, M., & Azim, M. (2012). Assessment of residential satisfaction with Public Housing in Hulhumale, Maldives. Paper presented at the ASEAN Conference on Environment-Behaviour Studies, Bangkok, Thailand.
Affordable Housing Development and Design Guidelines (Private Low-Cost / Low-Cost Plus) Ministry of Housing Sarawak, 2014.
Amerigo, M., & Aragones, J.I., (1997). A theoretical and methodological approach to the Study of Residential Satisfaction. Journal of Environmental Psychology, 17, 47-57.
Balestra, C., & Sultan, J. (2013). Home Sweet Home: The determinants of residential satisfaction and its relation with well-being. OECD Statistics Working Papers, 2013/05, OECD Publishing.
Baron, R.M., & Kenny, D.A. (1986). The moderator-mediator distinction in social psychological research: Conceptual, strategic and statistical considerations. Journal of Personality and Social Psychology, (51), 1173-1182.
Bei, L.T., & Chiao, Y.C. (2001). An integrated model for the effects of perceived product, perceived service quality and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, 125-140.
Chan, A., Hsu, C.H.C., & Baum, T. (2015). The impact of tour service performance on tourist satisfaction and behavioral intentions: A study of Chinese tourists in Hong Kong. Journal of Travel & Tourism Marketing, 32 (1-2), 18-33.
Chang, Y.W., & Polonsky, M.J. (2012). The influence of multiple types of service convenience on behavioral intentions: The mediating role of consumer satisfaction in a Taiwanese leisure setting. International Journal of Hospitality Management, 31, 107-118.
Cronin, J. Jr, & Taylor, S.A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56, 55-68.
Cronin, J.J., Brady, M.K., & Hult, G.T.M. (2000). Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environment. Journal of Retailing, 76 (2), 193-218.
Dabholkar, P.A., Shepherd, C.D., & Thorpe, D.I. (2000). A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal Study. Journal of Retailing, 76 (2), 139-173.
DeVellis, R.F. (2003). Scale development: Theory and applications (2nd edn). Thousand Oaks, California: Sage.
Duncan, D.N. (2008). The adequacy of response rates to online and paper surveys: what can be done? Assessment & Evaluation in Higher Education, 33 (3), 301-314.
Forsythe, P. (2008). Modelling customer perceived service quality in housing construction. Engineering Construction and Architectural Management, 15 (5), 485-496.
Fritz, M.S., & MacKinnon, D.P. (2007). Required sample size to detect the mediated effect. Psychological Science, 18 (3), 233-239.
Hayes, A.F. (2009). Beyond Baron and Kenny: Statistical mediation analysis in the new millennium. Communication Monographs, 76 (4), 408 - 420.
Hayes, A.F. (2013). Introduction to mediation, moderation and conditional process analysis: A regression-based approach. Guilford Press.
Ho, C.S., & Idrus, N. (2008). Affordable and Quality Housing Through The Low Cost Housing Provision in Malaysia. Paper presented at the seminar of sustainable development and Governance of Department of Civil Engineering, and Architecture, Toyohashi University of Technology, Japan.
Hong, Q., & Prybutok, V.R. (2008). Determinants of customer-perceived service quality in fast-food restaurants and their relationship to customer satisfaction and behavioral intentions. The Quality Management Journal, 15 (2), 35-50.
Huang, Z., & Du, X. (2015). Assessment and determinants of residential satisfaction with public housing in Hangzhou, China. Habitat International, 47, 218-230.
Ibem, E.O., & Aduwo, E.B. (2013). Assessment of residential satisfaction in public housing in Ogun State, Nigeria. Habitat International, 40, 163-175.
Jaafar, M., Hassan, N., Mohamad, O., & Ramayah, T. (2005). The determinants of housing satisfaction level: A study on residential development project by Penang Development Corporation (PDC). Jurnal Kemanusiaan.
Johanson, G.A., & Brooks, G.P. (2010). Initial Scale Development: Sample Size for Pilot Studies. Educational and Psychological Measurement, 70 (3), 394-400.
Judd, C.M., & Kenny, D.A. (1981a). Estimating the effects of social interventions. Cambridge, England: Cambridge University Press.
Judd, C.M., & Kenny, D.A. (1981b). Process analysis: Estimating mediation in treatment evaluations. Evaluation Review, 5, 602-619.
MacKinnon, D.P., Lockwood, C.M., & Williams, J. (2004). Confidence limits for the indirect effect: Distribution of the product and resampling methods. Multivariate Behavioral Research, 39, 99 - 138.
Nunnally, J.C. (1978). Psychometric Theory, McCraw-Hill, New York.
Olanrele, O.O., & Thontteh, E.O. (2014). FM service delivery and quality service measurement in public high rise residential buildings in Nigeria: The Use of SERVQUAL and satisfaction index. Journal of Management and Sustainability, 4 (3), 145-156.
Pallant, J. (2011). SPSS survived manual-a step by step guide to data analysis using SPSS (4th edition). Australia: Allen & Unwin.
Preacher, K.J., & Hayes, A.F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40 (3), 879 - 891.
Ramayah, T., Mahamad, O., & Mosahab, R. (2010). Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation. International Business Research, 3 (4).
Sulaiman, H., & Yahya, N. (1987). Housing provision and satisfaction of low-income households in Kuala Lumpur. Habitat International, 11 (4), 27-38.
Tabachnick, B.G., & Fidell, L.S. (2007). Using multivariate statistics (5th edn). Boston: Pearson Education.
The Borneo Post (Hillson, Z., 9 January, 2012). Squatter problem part of rural-urban migration - Abg Jo.
The Borneo Post (27 November, 2013). Government monitors increase in house prices.
The Star (27 November, 2013). New scheme being formulated.
Voon, B.H. (2017). Service Environment of Restaurants: Findings from the youth customers. Journal of ASIAN Behavioural Studies, 2 (2), 63-73.
Yu, H.S., Zhang, J.J., Kim, D.H., Chen, K.K., Henderson, C., Min, S.D., Huang, H. (2014). Service Quality, Perceived Value, Customer Satisfaction, and Behavioral Intention Among Fitness Center Members Aged 60 Years and Over, Social Behavior and Personality: an international journal, 42 (5), 757-767 (11).
Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60 (2), 31-46.
Zumbro, T. (2014). The relationship between homeownership and life satisfaction in Germany. Housing Studies, 29 (3), 319-338.
Published
2024-06-01
How to Cite
SEPAWIE, Salasmi et al.
Is Owner Satisfaction a Mediator between Service Quality and Behavioral Intentions in Low-cost Housing?.
International Journal of Business and Technology Management, [S.l.], v. 6, n. 2, p. 151-162, june 2024.
ISSN 2682-7646.
Available at: <https://myjms.mohe.gov.my/index.php/ijbtm/article/view/26892>. Date accessed: 20 jan. 2025.
Section
English Section
