– The aim of this study was to investigate the factors which define and predict the satisfaction of first-time residential clients of architects in Nigeria using Lagos as a case study.
– The study was based on the notion that satisfaction of first-time residential clients with architectural services is a combination of satisfaction with service, design and relationship qualities as well as reputation of the architect. A cross-sectional survey of randomly selected first-time residential clients of architects in the study area was conducted using pre-tested questionnaire as the principal data gathering instrument. Data were analyzed using descriptive statistics, factor and regression analyses.
– Of the seven factors identified, the factors which best define the satisfaction of the first-time residential clients were personalization of service, reliability of, confidence inspired by and personality of the architect. The best predictors of the satisfaction of the first-time residential clients of architects in Nigeria varied with the nature of service. However, it was observed that the experience of the architect cut across all service types as a significant predictor of client satisfaction.
– Only residential clients were considered in the study. Other categories of clients may be considered in further studies.
– There is need for architects to consider the nature of services provided in their quest to satisfy their first-time residential clients.
– Previous studies have focused on experienced and mostly public sector clients. This study provides empirical data on the factors that influence the satisfaction of first-time private clients who engaged the services of architects for their personal homes.
