The Influence of Project Quality on Customer Satisfaction in Residential Real Estate Projects in Juja Sub-County, Kiambu County, Kenya

Customer satisfaction in residential real estate development is significantly influenced by the quality of project delivery. Customers' overall evaluation of residential homes can be influenced by the quality of workmanship, finishes, fittings, and quality-control procedures in addition to structural safety and adherence to design standards. This study examined project implementation practices and customer satisfaction in Residential real estate development in Juja Sub- County, Kiambu County, Kenya. The objective of the study was to analyze the influence of project quality on customer satisfaction in Juja Sub- County, Kiambu County, Kenya. The study employed a descriptive survey research design. Primary data were collected through questionnaires, observation checklists and in-depth information through guided interviews. The quantitative data were analyzed through SPSS software version 25, and findings were presented in the form of tables. Qualitative data were analyzed thematically. The target population was 1,750 respondents, and a sample size of 317 participants was selected from the beneficiaries within the 5 wards in the sub-county. Key informants from each of the ten developers in the Sub-County were also interviewed. The study concluded that project quality is a key determinant of customer satisfaction in residential real estate projects in Juja Sub-County, Kiambu County, Kenya. The findings revealed that project quality demonstrated a very strong positive effect (r = 0.922, p = 0.001) on customer satisfaction, particularly in terms of meeting design specifications, workmanship standards, and overall housing expectations. The findings indicated that respondents were generally satisfied with the fundamental structural, safety, and design aspects of the residential developments. However, the findings also identified important weaknesses in project quality, particularly in relation to finishing works and quality control. The study concludes that residential real estate developers should strengthen quality assurance and qualitycontrol mechanisms throughout the project life cycle, rather than concentrating quality management only on structural construction and design compliance. The study recommends particular attention to the quality of finishes and interior fittings, such as the plumbing and electrical systems. Key words: Residential Real Estate; Project Quality; Customer Satisfaction; Quality Assurance