Factors affecting owner satisfaction as a mediator between service quality and behavioral intentions / Salasmi Sepawie

The government has policies to provide shelter to all Malaysians particularly the low income group. All Malaysia Economic Plans have Malaysia's low cost housing as one of the top agendas where the government wishes the housing development to concentrate on quality, adequate and affordable housing. However, there are failed low cost housing projects in Sarawak. To address this problem, it is necessary to investigate low cost house owner satisfaction because it has become a key tool to assess and improve the performance of housing developers and key development policies associated to housing. Therefore, this research aims to investigate the mediating role of owner satisfaction in the relationship between the service quality and behavioral intentions in Sarawak Low Cost Housing. On top of that, this research also examines factors affecting owner satisfaction on Low Cost Housing in Sarawak. This research uses quantitative approach and the structured questionnaires are sent to low cost terrace house owners in the three regions in Sarawak which are Southern, Central and Northern Regions. The sampling frame used is the low cost housing customers list in Sarawak and sampling technique employed is stratified sampling, with the regions as the strata. The sample size for mediated regression is 403 and to account for 50% non-return questionnaires therefore sample size used is 806.