Developing an integrated framework for post-occupancy housing quality evaluation in mass housing: a user-centered IPA–gap–Kano approach

Purpose Despite the global rise in mass housing developments, their quality often remains inadequate. This is largely attributed to the neglect of the multidimensional nature of housing quality and the lack of alignment with user expectations. This study develops a comprehensive framework for evaluating mass housing quality at the post-occupancy stage, centered on resident perspectives. Design/methodology/approach A hybrid methodology combining importance–performance analysis (IPA), gap analysis and the Kano model is employed within a post-occupancy evaluation (POE) framework. Data were collected from 143 residents of a mass housing project in Pardis City, Iran, via structured questionnaires assessing 121 indicators across eight dimensions: functionality, form and aesthetics, comfort and performance, sustainability, site, location, service product, and construction and services. Findings The results revealed 64 underperforming indicators, including 20 critical dissatisfaction drivers such as poor security, unsafe streets, noise pollution and inflexible layouts. Four core dimensions – functionality, comfort and performance, site, and location – were key to reducing dissatisfaction, while others mainly enhanced satisfaction. A four-level improvement strategy was proposed to guide interventions within budget limits. Originality/value This study introduces a novel “Service Product” dimension to capture tangible post-occupancy deliverables, bridging service and product quality. Unlike earlier studies, it demonstrates that poor performance does not always equate to dissatisfaction, highlighting the need to distinguish between satisfaction and dissatisfaction drivers. The framework systematically centers on user expectations, offering a psychologically grounded approach to understanding residential (dis)satisfaction.