Evaluating the impact of perceived quality of Amenities and Tenant engagement on turnover rates in Commercial Office properties; a case study of Nakasero, Kampala

Abstract

Tenant retention is an increasingly critical focus in commercial real estate management, particularly in urban office markets where turnover incurs significant operational and financial costs. This study investigates the influence of perceived quality of amenities and tenant engagement on turnover rates in commercial office properties, using Nakasero—a prime business district in Kampala—as a case study. The research adopted a quantitative approach, employing structured questionnaires to gather data from tenants occupying commercial office spaces in Nakasero. A total of 38 respondents were selected through purposive sampling. Data analysis was conducted using SPSS, with descriptive statistics summarizing key trends and non-parametric inferential techniques— specifically Mann-Whitney U tests—used to examine differences in satisfaction and engagement between tenants likely to renew and those unlikely to renew their tenancies. Findings indicate that tenant satisfaction with core amenities—such as cleanliness, internet services, and physical infrastructure—is strongly associated with tenancy renewal intentions. Similarly, tenants who perceived management engagement as effective were significantly more inclined to consider tenancy renewal. These relationships were statistically significant (p < .001), affirming the predictive value of these variables on tenant retention outcomes. The study concludes that sustained investment in high-quality amenities, coupled with active tenant engagement, can meaningfully reduce turnover rates in commercial properties. It recommends that property managers adopt tenant-centered strategies to enhance satisfaction and foster long-term occupancy. These insights contribute to the growing discourse on performance-driven property management within developing urban real estate markets.