An Analysis of Customer Satisfaction in Bangladesh's Real Estate Sector: Focus on Landing Address Ltd

Abstract

The real estate industry holds a significant position in Bangladesh, employing approximately 5 million individuals, both skilled and unskilled. Historically, the public sector struggled to meet the country's housing demands. In response, private real estate companies began developing housing projects in the early 1980s. Initially, fewer than ten developers operated in this sector, but by 1988, the number had grown to 42. Over time, the demand for apartment housing steadily increased, attracting more developers. By the year 2000, approximately 200 companies were active in the industry, and by 2017, this number had surpassed 1,500. The Real Estate and Housing Association of Bangladesh (REHAB) was established in 1991 with just 11 members. By 2013, the membership had grown to 1,226, as noted in the REHAB annual report. Unlike manufacturing and certain service sectors, the real estate industry involves more than just the sale of goods and services. It is characterized by long-term contracts, diverse service relationships, and the need to establish a strong reputation among potential buyers and clients. A focus on retaining existing clients often takes precedence over acquiring new ones, as addressing the needs of current customers tends to yield better outcomes. Furthermore, as the industry has grown, so have customer expectations regarding the quality of services provided.