Maintenance Matters: Tenant Satisfaction and Service Quality in Commercial Properties in Ghana

Abstract

Abstract

Tenant satisfaction is a key determinant of performance in commercial real estate, particularly in relation to maintenance service delivery. This paper evaluates tenants’ satisfaction with maintenance services at Tema Development Corporation (TDC) Towers in Ghana, drawing on Expectancy Disconfirmation Theory and the SERVQUAL model. A mixed-methods approach was adopted, combining questionnaire data from 39 tenants with interviews involving facility managers. Quantitative data were analysed using descriptive statistics, while qualitative data were examined thematically. The findings indicate that tenants are generally satisfied with maintenance services, especially regarding the quality of repairs, the upkeep of common areas, and overall service delivery. However, lower satisfaction levels were recorded for responsiveness to maintenance requests and the implementation of preventive maintenance, suggesting a largely reactive maintenance system. Communication effectiveness was related to satisfaction, with strong performance in feedback and progress updates but weaker outcomes in the advance notification of planned maintenance activities. Operational challenges within the hybrid facilities management system, particularly in balancing routine and long-term maintenance, were also identified. The paper recommends strengthening preventive maintenance, improving response times, and enhancing proactive communication to improve tenant satisfaction and property performance.