Residential Customer Satisfaction in a Latin American Urban Context

Abstract

Analyzing residential satisfaction is fundamental given the accelerated urban growth in Latin America. The demographic explosion of the past decades in the region has generated unprecedented housing needs, where governments have intervened with urban planning that has been articulated with sectors such as construction and finance, as is the case of Ecuador. The objective of this research is: To determine the residential satisfaction levels of urban property owners. The American Customer Satisfaction Index is used to evaluate residential satisfaction levels by means of a survey. The hypotheses of the study have been evaluated through structural equation modeling, as well as the measurement of causal relationships between the variables studied. The results indicate that property owners show conformity with the home, the purchase process and that their loyalty depends on their satisfaction with their property. The findings contribute to know if the residential real estate offer meets the needs of the urban inhabitant, this suggests a contribution to the decision making of real estate developers regarding how to improve the loyalty of their client, measured in terms of their recommendation for the next real estate projects to be developed.