Measuring Customers’ Satisfaction towards the Real Estate Company in Bangladesh: A study on a Real Estate Company in Dhaka City
S. M. Shahedul Alam 1*, Md. Nazrul Islam 1
Journal of Primeasia 1.1(1) 1-7 https://doi.org/10.25163/primeasia.1110009
Submitted: 28 February 2018 Revised: 06 December 2018 Published: 28 December 2018
Abstract
Background: The real estate industry in Bangladesh is rapidly growing, with rising demand in urban areas, especially Dhaka. Customer satisfaction in this sector is critical for business growth and sustainability. This study examines customer satisfaction with JAMS Development Ltd. (JDL), a notable real estate company in Dhaka City. Methods: A descriptive study was conducted via a structured questionnaire survey, involving 50 randomly selected customers of JDL. The questionnaire included demographic questions and a five-point Likert scale to assess satisfaction across various aspects such as product quality, pricing, communication, distribution, and employee behavior. Data analysis utilized statistical software for comprehensive interpretation. Results: Findings reveal that customers are satisfied with JDL’s product quality, communication processes, employee behavior, and security measures. However, there is notable dissatisfaction with high costs, environmental considerations, and delivery timeliness. Dissatisfaction with pricing, apartment quality, and location was reported by approximately 38% of respondents, suggesting improvement areas. Conclusion: The study highlights the importance of continuous service enhancement and transparency in pricing to meet customer expectations in Dhaka’s real estate market. JDL’s focus on improving material quality, architectural design, and on-time delivery could strengthen customer trust and loyalty. Adopting these recommendations may promote profitability and sustainable growth in Bangladesh’s real estate sector, aligning with the increasing demand for quality urban housing.
Keywords: Real Estate, Customer Satisfaction, JAMS Development Ltd., Dhaka City, Bangladesh
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