FACTORS INFLUENCING CUSTOMER CHOICE DECISION OF PROPERTY MANAGEMENT COMPANY IN MINNA, NIGER STATE

This study investigates the factors influencing customers’ choice of property management companies in Minna, Niger State, with perspectives drawn from both estate surveyors and property owners. The study was guided by four objectives: to examine the services offered by property management firms, assess the perceived benefits of engaging such services, evaluate the level of client satisfaction, and identify key factors influencing the selection of property management companies. Data were collected through questionnaires administered to 16 registered estate firms (14 retrieved) and 2,095 property owners (665 retrieved). Analysis employed descriptive statistics, mean score ranking, and Likert scale interpretation. Findings revealed that firms provide core services such as rent collection, property maintenance, financial reporting, and tenant screening, with most indicators significantly above average. Clients expressed satisfaction in communication, transparency, and accountability, while benefits included reduced management stress, enhanced property value, and improved income. Key determinants of choice were service quality, firm reputation, responsiveness, and affordability. However, gaps were noted in vacancy minimization and tenant dispute resolution. The study concludes that property management firms in Minna are meeting client expectations in core service areas but require improvement in addressing vacancy and conflict issues. It recommends strengthening client-responsive strategies, adopting digital management systems, and conducting regular satisfaction assessments to enhance service quality and competitiveness.