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Environment and Behavior
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Sources of Discontent

Residential Satisfaction of Tenants From an Internet Ratings Site

Russell N. James

University of Georgia, rjames{at}uga.edu

Andrew T. Carswell

University of Georgia

Anne L. Sweaney

University of Georgia

This article presents the first systematic analysis of residential satisfaction ratings from the largest consumer comment Web site for U.S. apartment residents, www.ApartmentRatings.com. Using the 464,281 tenant satisfaction ratings posted from January 1, 2000, to January 1, 2007, we examine the relative importance of seven core factors in determining tenant satisfaction: parking, noise level, landscaping, safety, building construction, office staff, and maintenance service. Cross tabulation, ordered logit, probit, and path analysis models all point to tenant relations with management office staff as the most influential factor in tenant satisfaction. The fact that the manager—tenant relationship exists for tenants but not for homeowners may help to explain why the gap in residential satisfaction between owners and renters persists even when controlling for other physical environmental characteristics.

Key Words: residential satisfaction • tenants • property management

This version was published on January 1, 2009

Environment and Behavior, Vol. 41, No. 1, 43-59 (2009)
DOI: 10.1177/0013916507310031
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