Analysis On The Influencing Factors And Mechanism Of Tenant Satisfaction In Long-term Rental Apartments

With the continuous progress of urbanization in China,the increasing number of floating population has given rise to a huge demand for rental housing.High housing prices,many pain points in the traditional rental market,the pursuit of rental quality by the new generation of floating population and the vigorous advocacy of "rent and sale simultaneously" by the state have resulted in the emergence of long-term rental apartments with higher rental quality and broad prospects for development.However,the rapid development of long-term rental apartments exposes such problems as high vacancy rate,low renewal rate and low satisfaction of tenants.How to understand the real needs and perceptions of tenants and improve the satisfaction of tenants to attract more tenants is the key to the sustainable development of long-term rental apartment enterprises.Therefore,this paper studies and analyses the influencing factors and mechanism of long-term rental apartment tenant satisfaction,hoping to bring inspiration and thinking to long-term rental apartment enterprises that have developed rapidly and exposed many problems.From the tenant's point of view,this paper introduces the mature customer satisfaction theory and SERVQUAL scale of service quality into the study of long-term rental apartment tenant satisfaction,and constructs the theoretical model of long-term rental apartment tenant satisfaction and its evaluation index system.Taking the long-term rental apartment in Shanghai as an example,the model was revised and explained,and the IPA analysis method was used to find out the priority improvement indicators of long rental service quality perception.Finally,according to the results of the study,corresponding suggestions are put forward.The conclusions of this study are as follows:(1)The second-order confirmatory factor analysis model of long rental service quality perception fits well and has good constructive validity.It is more in line with the simplicity principle of structural equation model when it is included in the overall long-term rental apartment tenant satisfaction model.It shows that the second-order factor setting and scale design of long rental service quality perception in the satisfaction model are reasonable.(2)The long rental service quality perception and value perception have asignificant positive effect on tenant satisfaction,while industry image and tenant expectation have no significant positive effect on tenant satisfaction,and the indirect effect is the main one.Tenant satisfaction is negatively correlated with tenant complaints and positively correlated with tenant loyalty,while the negative effect of tenant complaints on tenant loyalty is not significant.(3)Industry image has a significant positive effect on tenant expectation,long rental service quality perception,value perception and tenant loyalty;tenant expectation has a significant positive effect on long rental service quality perception,but has no significant positive effect on value perception;long rental service quality perception is positively correlated with value perception and negatively correlated with tenant complaints.(4)Through IPA analysis of long rental service quality perception,the priority improvement indicators of long rental service quality perception are "performance of timely completion of commitment","service personnel's professional quality","service personnel's courtesy","providing personalized service",and "initiative to improve service and help","timeliness of responding to needs" and "return to visit" indicators under the responsive dimension.