Enhancing resident satisfaction through effective common area management in Sri Lankan high-rise condominiums

Abstract

High-rise condominiums have become a more sought-after residential real estate investment option due to the rapid urbanisation of Sri Lanka, where effective common area management (CAM) is crucial to enhance the satisfaction of the resident community and sustain property values. However, limited research has been conducted on CAM within the Sri Lankan condominium context. Therefore, this study aims to identify how effective CAM practices influence resident satisfaction and to propose recommendations for improvement. A mixed method approach based on the SERVQUAL model was used to explore the satisfaction of residents of high-rise buildings in Sri Lanka. Data collected from residents through surveys were analysed using statistical methods using SPSS software, while qualitative data obtained through structured interviews were analysed using content analysis. The findings revealed that tangibility, reliability, responsiveness, and assurance significantly influence resident satisfaction, with tangibility emerging as the strongest predictor. Qualitative findings further highlighted the importance of well-maintained facilities, security, cleanliness, and recreational amenities, while identifying communication gaps and limited community engagement as key areas requiring improvement. The study concludes that effective common area management significantly enhances resident satisfaction in Sri Lankan high-rise condominiums and provides practical recommendations for property managers and policymakers to improve service quality and residential living experiences.