빌딩 자산관리 서비스에 대한 임차인 만족도 연구 : 부산광역시 업무용 임대빌딩을 중심으로 = A study on the tenant satisfaction with building asset management services : focusing on business rental buildings in Busan

다국어 초록 (Multilingual Abstract)

Due to the centralization of cities and the construction of highly developed
architectural technology, the modern society developed high density
underground and ground-based development of land that was used on a flat
surface. In addition, business rental buildings are supplied in large quantities
as they become more high-rise, larger, and intelligent. On the other hand,
rental demand for buildings is on the decline. The population growth rate is
slowing due to the falling birth rate and aging phenomenon, and various
economic indicators are falling due to various variables such as
non-face-to-face work due to the unprecedented outbreak of corona 19
epidemics in 2020.
According to the second-quarter 2020 standard announced by the Korea
Appraisal Board of the Ministry of Land, Infrastructure and Transport, the
vacancy rate of rental buildings for work is very high at 16.9 percent
compared to 11.3 percent nationwide and 9.1 percent in Seoul, which is a
serious problem in the operation of rental buildings for work. Therefore, this
study looked at various literature materials and prior studies to reduce the
vacancy rate and seek efficient management measures, and conducted a
survey and demonstration analysis of business rental building tenants in
Busan Metropolitan City. And I would like to make the following suggestions
through empirical analysis.
First, it is necessary to attract rental businesses and find professional and
systematic management companies due to the increase in women's social
advancement and the specialization of rental businesses. The general
characteristics of the survey showed that there were many men in their 40s
and 50s who were economically active, and that women also had relatively
high social advancement at a high rate of 24.2%. The rental sector was
heavily engaged in the financial, insurance, real estate and construction
industries, and is specialized in IT, video, medical and service industries. In
addition, it was confirmed that the transition from owner-managed (directly
managed) management to specialized outsourcing (outsourcing) management
was rapid.
Second, efforts should be made to improve reliability by checking the effect
of reducing market research and management costs for rent in neighboring
and similar areas and notifying interested parties through documents and
social information and communication service networks (SNS). The results of
respondents' satisfaction with administrative administrative administrative
service factors showed 41.1% of the adequacy of calculating rent and
administrative costs, while other factors showed 55% of the overall average
satisfaction of 'satisfaction anomalies'. Therefore, the adequacy of calculating
rent and administrative expenses among administrative service factors showed
low satisfaction.
Third, efforts are needed to increase space utilization to provide low-cost,
high-efficiency living support service facilities and to increase the efficiency of
management. Among the respondents' satisfaction with external environmental
service factors, 52.9 percent of the living support service facilities answered
"normal or below," indicating higher demand for living support services
compared to other surveys.
Fourth, building asset managers need to induce investment from building
owners to build modern security and parking facilities for advanced systems
that are in line with the times situation, and guidance personnel need to be
routinely repeated training so that they are not too intimidating and can be
soft and convenient.
Fifth, the management of signboards and sculptures has a large visual
promotional effect on outsiders, so building asset managers usually need to
clean up their surroundings, such as managing signboards and sculptures.
Sixth, communicate with the lessee and maintain a good relationship, and
encourage re-signing at the expiration of the contract and recommending
acquaintances by their oral traditions.
The building asset manager shall minimize the occurrence of disputes and
strive for efficient management by playing a role in the operation and
management of business rental buildings by mediating between interested
parties. We believe that it is meaningful for both parties to help improve
satisfaction and conduct research for efficient management by providing the
best revenue generation and stable management for the renter and providing
the lowest cost and quality service for the renter.
The way to reduce vacancy rates and increase efficiency in managing
building assets will be economically advantageous in providing quality
services to existing tenants and encouraging them to renew contracts by
increasing satisfaction, rather than attracting new tenants from outside.
Therefore, building asset managers need to establish a specialized and
systematic management system to cope with the diversification of society,
away from the existing rule of thumb building management. In addition,
through market surveys in nearby areas and similar areas from time to time,
the government should communicate with tenants and maintain good
relations with them in accordance with the times by attracting specialized
rental businesses and providing services and advancing management methods.
The vacancy rate will be minimized by increasing the tenant's satisfaction
with the building asset management service, inducing renewal at the
expiration of the lease period, and increasing the willingness to recommend
acquaintances by oral tradition. Therefore, building owners will be able to
maximize revenue generation and manage stable and efficient building assets.

국문 초록 (Abstract)

현대사회는 한정된 토지에 비대해지는 도시의 집중화와 고도로 발달된 건축기술 시공으로 인해서 평면적으로 이용되던 토지는 지하와 지상으로 고밀도의 개발이 진행되었다. 이와 더불어 업무용 임대빌딩은 날로 고층화, 대형화, 인텔리젼트화 되어 대량 공급되고 있다. 반면에 이에 따른 빌딩 임대수요는 감소하는 추세다. 출산율 저하와 고령화 현상으로 인구증가율은 둔화하고 있으며 2020년에 들어서며 전례 없는 코로나 19 전염병 발생으로 비대면 업무 등 여러 변수로 인해 각종 경제지표는 하락하고 장기불황으로 어려움을 겪고 있다.
국토교통부 한국감정원에서 발표한 2020년 2분기 기준에 따르면 업무용 임대빌딩 공실률이 전국 11.3%, 서울 9.1%에 대비 부산은 16.9%로 매우 높아 업무용 임대빌딩 운영에 있어 심각한 문제로 대두되고 있다. 따라서 본 연구는 공실률을 낮추고 효율적인 관리방안 모색을 위하여 각종 문헌 자료 및 선행연구를 살펴보았고 부산광역시 내의 업무용 임대빌딩 임차관계인을 대상으로 설문조사 및 실증분석을 하였다. 그리고 실증분석을 통해서 다음과 같이 제언을 하고자 한다.
첫째, 여성의 사회적 진출 증가 및 임차업종의 특화에 따른 임차업종유치 및 전문적이고 체계화된 관리업체 발굴이 필요하다. 설문조사에 의한 일반적인 특성으로 응답자는 경제활동이 왕성한 40~50대 남성이 많았고, 여성도 24.2%의 높은 비율로서 비교적 사회적 진출이 많음을 알 수 있었다. 임차업종은 금융 · 보험업, 부동산 · 건설업의 종사자가 많았고 IT, 영상, 의료, 서비스업 등 업종별로 특화되고 있다. 또한, 임차 빌딩의 관리방법은 건물소유주가 예전의 주먹구구식으로 관리하던 자가(직영) 관리에서 전문화된 위탁(외주)관리 방식으로 전환이 빠르게 진행되는 것을 확인할 수 있었다.
둘째, 인근지역 및 유사지역의 임대료 시장조사 및 관리비의 절감효과를 체크 하여 수시로 문서 및 사회정보통신 서비스망(SNS)등을 이용하여 이해 당사자에게 통보, 공지하여 신뢰도를 향상하는 노력이 필요하다. 행정 관리적 서비스요인에 대한
응답자의 만족도 결과는 임대료 및 관리비 산정의 적정성에서 41.1%로 나타나고 그 외 다른 요인들은 ‘만족 이상’의 전체평균 만족도가 55%로 나타났다. 따라서 행정관리 서비스요인 중 임대료 및 관리비 산정의 적정성에서 낮은 만족도를 보였다.
셋째, 공간 활용도를 높여서 저비용 고효율의 생활 지원 서비스시설을 제공하고 관리의 효율성을 높이는 노력이 필요하다. 외부환경적 서비스요인에 대한 응답자의 만족도 결과 중 생활 지원 서비스시설이 ‘보통 이하’가 52.9%로 응답해 다른 설문에 비해 생활 지원서비스의 요구가 높게 나타났다.
넷째, 빌딩 자산관리자는 건물소유주로부터 시대 상황에 맞는 첨단화 시스템의 현대식 보안설비 및 주차설비를 구축하도록 투자를 유도하고, 안내 요원들은 너무 위압적이지 않고 부드러운 태도로 편의를 제공할 수 있도록 평상시 반복된 교육 훈련이 필요하다.
다섯째, 간판이나 조형물 관리는 외부인에게 주는 시각적 홍보 효과가 크기 때문에 평소 빌딩 자산관리자는 간판 및 조형물 관리 등 주변 정리가 필요하다.
여섯째, 임차관계인과 소통하고 좋은 관계를 유지하여 계약만료 시 재계약 및 그들의 구전에 의한 지인 추천을 유도해야 한다.
빌딩 자산관리자는 업무용 임대빌딩을 운용 관리 하는데 이해 당사자 간의 중간 접점에서 매개역할을 잘 하여 분쟁의 발생을 최소화하고 효율적인 관리를 위해서 노력하여야 한다. 임대인에게는 최고의 수익 발생과 안정된 관리를 제공, 임차인에
게는 최저의 비용과 양질의 서비스를 제공하여 양자가 모두 만족도 향상에 도움을 주고 효율적인 관리를 위해 연구를 진행하는데 의미가 있다고 본다.
빌딩 자산관리를 하는데 공실률을 낮추고 효율성을 높이는 방법은 외부의 신 임차인을 유치하는 것보다 기존 임차인에게 질 좋은 서비스를 제공하여 만족도를 높여서 재계약을 유도하는 전략이 경제적으로 유리하다 할 것이다. 따라서 빌딩 자산
관리자는 기존의 주먹구구식 빌딩관리방식에서 벗어나 사회의 다변화에 대응할 수 있도록 전문적이고 체계화된 관리시스템 구축이 필요하다. 또한, 수시로 인근 지역 및 유사지역의 시장조사를 통해 특화된 임대업종 유치 및 서비스 제공, 관리방식의 선진화로 시대 상황에 맞도록 임차인과 소통하고 좋은 관계를 유지하여야 한다.
빌딩 자산관리 서비스에 대한 임차인의 만족도를 상승시켜 임차 기간만료 시 재계약을 유도하고 구전에 의한 지인 추천의향을 높임으로써 공실률은 최소화될 것이다. 이에 따라 건물소유주의 수익창출 극대화 및 안정적이고 효율적인 빌딩 자산관리가 실현될 것으로 본다.

목차 (Table of Contents)

• 제1장 서론 ··································································································· 1
• 제1절 연구의 배경 및 목적 ······················································································ 1
• 1. 연구의 배경 ····································································································· 1
• 2. 연구의 목적 ····································································································· 2
• 제2절 연구의 범위 및 방법 ······················································································ 3
• 1. 연구의 범위 ····································································································· 3
• 2. 연구의 방법 ····································································································· 3
• 제2장 빌딩 자산관리 및 만족도에 관한 이론적 고찰 ······································· 6
• 제1절 빌딩 자산관리 ······························································································· 6
• 1. 빌딩의 개념 ····································································································· 6
• 2. 빌딩 자산관리의 의의 ····················································································· 8
• 3. 빌딩 자산관리의 유형 및 방식 ···································································· 15
• 제2절 빌딩 자산관리 서비스 ················································································ 23
• 1. 의의 ················································································································ 23
• 2. 구성요소 ········································································································ 26
• 제3절 만족도 ·········································································································· 29
• 1. 의의 ················································································································ 29
• 2. 결정요인 ········································································································ 31
• 제4절 선행연구 고찰 ····························································································· 35
• 1. 빌딩 자산관리 서비스에 관한 선행연구 ······················································ 35
• 2. 임차인 만족도에 관한 선행연구 ··································································· 40
• 3. 선행연구와의 차별성 ····················································································· 44
• 제3장 업무용 빌딩 자산관리 현황 및 실태 ··········································· 46
• 제1절 업무용 빌딩 및 자산관리 현황 ································································ 46
• 1. 업무용 빌딩 현황 ·························································································· 46
• 2. 업무용 빌딩 공실률 및 임대료 현황 ··························································· 48
• 3. 빌딩 자산관리 현황 ······················································································ 50
• 제2절 국내 외 빌딩 자산관리의 실태 ·································································· 53
• 1. 국내 빌딩 자산관리 실태 ············································································· 53
• 2. 해외 빌딩 자산관리 실태 ············································································· 56
• 제4장 빌딩 자산관리 서비스의 만족도에 관한 실증분석 ······················· 60
• 제1절 실증분석의 개요 ··························································································· 60
• 1. 설문조사의 목적 ······························································································ 60
• 2. 설문조사 표본구성 ·························································································· 61
• 3. 설문조사 분석방법 ·························································································· 65
• 제2절 설문조사에 따른 실증분석 ··········································································· 66
• 1. 조사대상자의 일반적인 특성 ·········································································· 66
• 2. 빌딩 자산관리 서비스요인에 대한 임차인 만족도 ········································ 76
• 3. 임차인 만족도에 의한 재계약 및 지인 추천의향 ········································· 81
• 제3절 실증분석 결과 및 시사점 ············································································· 83
• 1. 실증분석 결과 ································································································· 83
• 2. 시사점 ·············································································································· 85
• 제5장 결론 ······························································································· 88
• 1. 연구의 요약 ······································································································· 88
• 2. 향후 과제 ·········································································································· 90
• 참고문헌 ···················································································································· 92
• 부록 ···························································································································· 96
• Abstract ··················································································································· 101