Assessing the level of tenants' satisfaction case study : PKNS Complex, Shah Alam / Muhammad Rosidi Emri

Tenants' satisfaction is an important thing should be taken serious by the management of the building involving business activities and generates income or profit, such as shopping complex. Before renting in the building, tenants' will do surveys and inspections to determine the quality of buildings in terms of faciiities provided and level of facilities management. By Richard L Oliver, (1997), there are three types of satisfaction to be taken into account by the tenants' to assess their level of satisfaction which is the satisfaction with level of satisfaction received means tenants' will assess the level of satisfaction within period to be in this building, satisfaction with final outcome with the way the resolution taken by the management in solving any problems reported and satisfaction with events that happen during consumption is a satisfaction with facilities provided in the building. From the statement by Richard L. Oliver (1997) showed that satisfaction is very important to the tenants' and they will be assessed from various angles to achieve what they want. According to the findings from this study, the level of tenants' satisfaction in the PKNS Complex is at moderate level. It is should be looking serious by management because the existing shopping complex around like Plaza Alam Sentral (PAS) and SACC Mali, they should be more concerned about the level of satisfaction of tenants' and customers in order to compete and prevent them from moving to the other shopping complex.