A Study on Manual Administrative Systems and Their Impact on Sustainable Service Delivery in Strata Management

Abstract

This paper examines the continued reliance on manual administrative systems in strata residential properties across Klang Valley, despite the availability of digital alternatives. It explores how these traditional practices affect effective communication, service delivery, operational effectiveness, and overall resident satisfaction. Guided by the SERVQUAL framework, the research adopts a quantitative descriptive approach to assess five service quality dimensions in relation to resident satisfaction namely; Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The findings reveal that Empathy, Tangibles, and Assurance significantly influence satisfaction, while Reliability and Responsiveness do not show a significant impact in manual settings. The study highlights key challenges such as delays, miscommunication, and administrative inefficiencies, emphasizing the need for digital transformation in strata management. Overall, it contributes to understanding service quality gaps and offers insights for improving administrative practices in line with sustainable urban development goals.