Assessment of the impact of satisfaction with management companies on housing and communal services market development

The scope of this paper is to develop the impact assessment tools for such indicators of customer focus as loyalty and satisfaction with results of activity of the commercial companies providing housing and communal services in real estate. The empirical study is based on a questionnaire survey of 300 homeowners from such regions of Russia as Tatarstan, Khanty-Mansiysk, Chelyabinsk, Ust-Ilimsk, Krasnoyarsk. Research methods: empirical sociological research, statistical data processing, correlation rate between various factors affecting consumer loyalty, classify factors into emotional and rational, conduct graphical and statistical regression analysis. The data obtained in the course of the study allowed us to confirm the hypothesis about the positive influence of satisfaction factors on the potential demand in the housing and communal services market and to derive its quantitative estimates. © 2023, SRAC - Romanian Society for Quality. All rights reserved.