Sources of discontent: Residential satisfaction of tenants from an internet ratings site

Russell N. James, Andrew T. Sweaney, Anne L. Sweaney

Research output: Contribution to journalArticlepeer-review

17 Scopus citations

Abstract

This article presents the first systematic analysis of residential satisfaction ratings from the largest consumer comment Web site for U.S. apartment residents, www.ApartmentRatings.com. Using the 464,281 tenant satisfaction ratings posted from January 1, 2000, to January 1, 2007, we examine the relative importance of seven core factors in determining tenant satisfaction: parking, noise level, landscaping, safety, building construction, office staff, and maintenance service. Cross tabulation, ordered logit, probit, and path analysis models all point to tenant relations with management office staff as the most influential factor in tenant satisfaction. The fact that the manager-tenant relationship exists for tenants but not for homeowners may help to explain why the gap in residential satisfaction between owners and renters persists even when controlling for other physical environmental characteristics.

Original languageEnglish
Pages (from-to)43-59
Number of pages17
JournalEnvironment and Behavior
Volume41
Issue number1
DOIs
StatePublished - 2009

Keywords

  • Property management
  • Residential satisfaction
  • Tenants

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