A Qualitative Study on the Physical Servicescape of Residential Community Facilities: Focusing on Operations Managers

OBJECTIVES Residential community facilities in apartment complexes have become increasingly important as everyday spaces for resident interaction, communication, and shared use. From a physical servicescape perspective, the quality of these facilities may influence user experience, satisfaction, and utilization. This study aimed to examine the physical servicescape of residential community facilities from the perspectives of operations managers and to derive practical directions and guidelines for improvement.METHODS This study employed a qualitative research design based on semi-structured in-depth interviews with operations managers of residential community facilities. A theory-driven framework was applied using four dimensions: accessibility, spatial layout, facility and equipment, and ambient conditions. Interview transcripts were analyzed through Framework Analysis.RESULTS The findings identified key improvement priorities across the four dimensions. Accessibility emphasized appropriate facility siting, inter-building connectivity, weather-protected indoor routes, safe pedestrian environments, and universal design. Spatial layout highlighted the need to place frequently connected functions in close proximity while separating or buffering spaces to reduce noise, congestion, and privacy conflicts. Facility and equipment focused on demand-based provision, phased automation for operational efficiency, and enhanced safety and convenience amenities. Ambient conditions emphasized adequate lighting, ventilation and air quality, temperature and humidity control, noise control, and cleanliness and hygiene.CONCLUSIONS This study provides structured and practical directions for improving the physical servicescape of residential community facilities. The findings may support developers, designers, operators, and local governments in setting priorities and making context-sensitive planning and operational decisions.