Building Conditions and Facilities Improve Customer Satisfaction? An Evidence of Consumer Behaviours in Office Buildings

Products and services are two common categories in analyzing competition, particularly in the field of marketing (Kotler and Keller, 2012; Kotler and Armstrong, 2004; Peter and Olson, 2010). In much greater definitions related to products and services, nonetheless, the general conditions of the building and all forms of facilities, which are available in the building, may become interesting combinations to represent product or services for a particular building. It is, undoubtedly, perceived that the conditions of the building and all forms of available facilities in a building have potential to be considered as contributing factors toward customer satisfaction (Baucell, et al, 2007). The focus of this research is to study the existence of buildings, particularly noting the general conditions of the building as well as the available facilities inside a building (Agustina, et al, 2007). Variables used to study the conditions of the building are; location of the building, building design, numbers of floors, use/patterns of ceramic tiles, colours of paint, decoration, and layouts. Variables used to study the available facilities inside a building include; lobby waiting lounge, convenient stores, elevators, lifts, toilets, cafeterias, food courts, windows, sound systems, emergency exits, stairs, parking, security, and access to public transportation. Data analysis will incorporate the use of statistical software packages to show any significance. It is expected that the conditions of buildings and facilities would likely to improve the customer satisfaction, particularly for tenants and visitors. This research will take on the perspective of consumer behaviours, by utilizing the Fishbein theory as well as the theory of reasoned actions, as the foundation, to note the impact of buildings' conditions and facilities (Anantadjaya, et al, 2007; Nawangwulan, et al, 2007; Peter and Olson, 2010). This research may concentrate in Bandung, a capital city of the province of West Java. The city of Bandung is chosen for its easily accessible weekend-getaway from hectic activities in Jakarta since it lies a mere 3 hours eastward from Jakarta. Today, Bandung has become a popular spot for shopping, studying, retreating for the weekends, and countless of dining/culinary experience.