Does focusing on tenant satisfaction elevate housing refurbishment projects? This empirical study assesses the importance of prioritizing the service provided to tenants during housing refurbishment, linking service quality, product quality, and tenant satisfaction. The research aims to uncover principles that have practical implications for enhancing tenant satisfaction in this industry. The investigation centers on two multi-family housing estates in Sweden, owned by a semi-public housing association. The relationship between service quality, product quality, tenant satisfaction and employee satisfaction is emphasised in the study. Through statistical analysis of questionnaire responses from tenants, the study reveals a strong correlation between meeting customer expectations and contractor reputation. The tenants’ responses also indicate that there is a strong link between meeting the customers’ expectations and contractor reputation. Furthermore, the analysis reveals a strong belief among the workers that quality of work is essential. The findings emphasize the practical implications of these findings. By highlighting the importance of contractor reputation and worker commitment to quality, the research underscores the value of a customer-centric approach in the housing refurbishment industry, ultimately fostering enhanced **quality of life** and improved tenant experiences.
The International Journal of Quality & Reliability Management examines quality management principles across diverse industries. This paper contributes to the journal's focus by exploring how service and product quality influence tenant satisfaction in housing refurbishment. The study's findings provide insights for improving quality management practices in the construction industry.