RESIDENTIAL SATISFACTION TOWARDS SERVICE QUALITY OF SOCIAL HOUSING PROJECT IN HO CHI MINH CITY (THE CASE STUDY OF RESCO APARTMENT)

Abstract

The article presents research results from a survey of 250 residents living at Resco apartment (in Ho Chi Minh City), with an aim to identify and evaluate the influence of service quality factors on residential satisfaction with social housing project. The research applies Cronbach’s Alpha coefficients, exploratory factor analysis, and multiple linear regression methods to determine residential satisfaction model that includes five factors: ‘tangibles’; ‘reliability’; ‘responsiveness’; ‘empathy’; and ‘assurance’. In result, the factor ‘tangibles’ shows greatest impact on residential satisfaction regarding project’s service quality, following by ‘reliability’ and ‘responsiveness’, respectively. In this study, ‘assurance’ shows least impact.