대형 오피스빌딩의 서비스품질이 임차인만족도,고객충성도 및 경제가치에 미치는 영향

초록

Tenant satisfaction has traditionally been regarded as a fundamental of tenant behavior. A recent study demonstrates actual lease renewal rates vary significantly depending on tenant's overall satisfaction. Lease renewal rates provide the most accurate assessment of tenant satisfaction. In a competitive business environment where it costs far more to acquire a new tenant than to retain one, the rewards of a successful tenant service strategy directly impact bottom line. The purpose of this study is to test whether financial performance of large scale office building is influenced by tenant perception of service quality and value, tenant satisfaction and tenant loyalty. To find the relationships among variables, the survey data was analyzed by reliability analysis, frequency analysis and Structural Equation Model using SPSS 12.0 and AMOS 5.0 program.The study analysis shows that the positive impact of tenant satisfaction on financial performance of office building through partial mediation of tenant retention and recommendation to other customer is verified respectively. According to this results, managers and owners of large scale office building must differentiate their property in the market to attract and retain tenants. Also they need to increase contemporary customer satisfaction rather than one-year-before customer satisfaction to achieve a higher financial performance.

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