FACTORS AFFECTING THE QUALITY OF OFFICE RENTAL SERVICES AT MAPLETREE VIETNAM COMPANY

Abstract

Mapletree Vietnam is the leading office leasing company in Vietnam, with an office area for lease at the end of 2022 of 142,007 m2 (79.9% leased, 20.1% unleased). However, the service quality has not satisfied customers, the rental price and service cost are high, but the service quality is limited in terms of accompanying utilities, employees are often reported about service work, slow response to complaints... This study applies a quantitative method to research, with data surveyed from experts, including: the board of directors, department managers, specialized officers and customers renting offices at Mapletree Vietnam. The analysis results from 225 questionnaires of experts show that the factors Service cost (β1=0.284) and Product characteristics (β2=0.201) have the strongest impact on the quality of office rental services; followed by the factor Business reputation (β3=0.182), the factor Complaint resolution (β4=0.165) and the factor Staff (β5=0.140) all have an impact on office rental services at Mapletree Vietnam. The article introduces an overview of office rental activities and analyzes factors affecting the quality of office rental services at Mapletree Vietnam. From the research results, the author has proposed management implications to improve the quality of office rental services at Mapletree Vietnam.