Lee Chun-Chang, Yeh Wen-Chih, Chang Hung-Chung, Yu Zheng, Tsai Zheng-Yang
Department of Real Estate Management, National Pingtung University, Pingtung City, Taiwan.
Department of Real Estate Management, HungKuo Delin University of Technology, New Taipei City, Taiwan.
Front Psychol. 2022 Jul 20;13:882490. doi: 10.3389/fpsyg.2022.882490. eCollection 2022.
This study proposed a conceptual framework and explored the influence of personal-level variables such as cognition, affection, conation, and attitude, as well as the theory of planned behavior, on tenant loyalty using situational influence as a moderator variable. Structural equation modeling was employed for parameter estimation. A total of 315 questionnaires were administered to housing tenants residing in Kaohsiung City, of which 300 were recovered, a recovery rate of 95.2%. The results are as follows: Tenants' cognition, affection, and conation positively influenced their attitude toward their tenancy; tenants' attitude significantly and positively influenced their satisfaction and loyalty; tenant satisfaction significantly and positively influenced tenant loyalty; perceived behavioral control significantly and positively influenced tenant loyalty; and subjective norms significantly and positively influenced tenant loyalty. Regarding the influence of attitude on tenant loyalty, the inclusion of a situational influence-based moderator variable-i.e., whether a tenant has friends or relatives living nearby-revealed that the presence of this variable significantly diminishes the influence of attitude on loyalty. The findings indicate that landlords could improve the quality of their services by implementing sustainable management measures to strengthen tenant satisfaction and, consequently, tenant loyalty.
本研究提出了一个概念框架，并以情境影响作为调节变量，探讨了认知、情感、意动和态度等个人层面变量以及计划行为理论对租户忠诚度的影响。采用结构方程模型进行参数估计。共向居住在高雄市的住房租户发放了315份问卷，回收300份，回收率为95.2%。结果如下：租户的认知、情感和意动对其租赁态度有正向影响；租户态度对其满意度和忠诚度有显著正向影响；租户满意度对租户忠诚度有显著正向影响；感知行为控制对租户忠诚度有显著正向影响；主观规范对租户忠诚度有显著正向影响。关于态度对租户忠诚度的影响，纳入基于情境影响的调节变量——即租户是否有朋友或亲戚住在附近——结果显示，该变量的存在显著削弱了态度对忠诚度的影响。研究结果表明，房东可以通过实施可持续管理措施来提高服务质量，以增强租户满意度，进而提高租户忠诚度。
