Determinants of customer loyalty in property management service: An empirical study of three residential areas in Beijing

Customer loyalty has become an essential concern for service-provider, which is also a major theme in marketing research. By using a Logit economic model based on the survey of 487 local residents from three representative residential areas in Beijing, the determinants of customer loyalty are identified in the Beijing property service market. The probability that a owner intent to switch service-provider is dependent on the level of satisfaction with alternative service attributes including security of property, cleanliness of public area, friendliness of staff ,the rationality of property expense, as well as education and age of owner. However, this study shows that different residential area has a little different result. These findings provide management implications for property-service company, including resource allocation, staff-training and service customized.