Factors Shaping Customer Satisfaction with Residential Flats: Evidence from Sulaymaniyah City

Service quality is a critical element of customer loyalty. To guarantee customer loyalty companies must ensure customer satisfaction when selling products and/or providing services. Over the past few years, Kurdistan Regions of Iraq’s construction industry has witnessed a dramatic elevation in the number of skyrocket apartments in Sulaymaniyah city. Hence, the objective of this study is to investigate the factors affecting customer satisfaction on buying residential apartments. Construction industry experts need to understand the needs of residents to continuously improve their products and services associated with the products. The study uses survey responses collected from customers to examine the main factors that may affect their satisfaction. A convenience sample of 94 survey responses received from customers. An analysis was conducted to examine the effect of buying residential apartments and customer satisfaction and the impact of indoor and outdoor quality. The findings of this study state that there is a positive impact which indicates that any improvement in the indoor and outdoor factors will increase the satisfaction of residents and consequently results in a greater demand of purchasing residential apartments.