Tenants' experiences regarding satisfaction with existing complaint handling mechanisms in landlord managed apartments in Kampala
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Date
2021
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Publisher
Journal of Science and Technology
Abstract
This study assessed the tenants’ experiences regarding satisfaction with existing complaint handling
mechanisms in landlord managed apartments in Najjera, Kampala City. The study employed a case
study strategy and it was backed up with both qualitative and quantitative research approaches on a
sample size of 91 respondents including tenants, landlords and landlords’ representatives. The data was
collected with the help of questionnaires (25 tenants and 25 landlords), interviews (20 tenants and 15
landlords) and focus group discussion targeting 6 participants. analysis was through thematic
categorisation, MS Excel and SPSS packages. This paper categorises tenant experiences regarding
satisfaction with complaints handling mechanisms through complaints handling mechanisms used,
modes of lodging complaints, duration of responses to complaints raised and timeliness of feedback
mechanisms. Much as there was a notably high level of tenant satisfaction with apartment features,
neighbourhood features and management factors, landlords address raised tenant issues and they ask for
feedback from tenants to evaluate the effectiveness of the resolutions. There were obvious reservations
among landlords regarding the legitimacy of complaints raised with lacking fairness, necessitating some
complaints not to be attended to. This paper recommends efficient property management practices
where landlords should adopt appropriate measures in order to improve and maintain their property in a
habitable state through improving maintenance by engaging in planned maintenance programme;
periodic and preventive maintenance schedules.
Description
Keywords
Tenants’ Experiences, Satisfaction, Apartments
Citation
Mubiru, M., & Naturinda, C. (2021). Tenants’ experiences regarding satisfaction with existing complaint handling mechanisms in landlord managed apartments in Kampala. Asian Journal of Science and Technology, 12(07), 11762-11769.