Zubair, M U; Zhang, X and Hassan, M U (2024) Aligning expectations and perceptions of elevator maintenance stakeholders: An application of expectation confirmation theory. Building Research & Information, 52(4), pp. 418-430. ISSN 0961-3218
Abstract
A seamless performance of elevators is necessary for building owners (BOs) as it promotes end-user satisfaction, thus, they form some expectations from elevator maintenance contractors (EMCs). Coherence between the expectations of BOs and perceptions of EMCs promotes BOs satisfaction and facilitates the end users. This research aims to compare the opinions of the BOs with EMCs. Using the premise of expectation confirmation theory, the expectations of BOs from EMCs were determined by conducting a content analysis of 'Requests for proposals (RFPs) '. Afterwards, statistical analysis was conducted on questionnaire survey to determine the perceptions of EMCs regarding these expectations. Main expectations of BO include prompt response to callbacks, adequate equipment performance, effective execution of assigned duties and responsibilities, and attaining the specified performance thresholds. Questionnaire analysis revealed that apart from callbacks, the remaining three expectations were wholeheartedly received by the EMCs. Besides, several duties signifying these expectations were not considered essential by the EMCs. This research contributes to the literature by identifying the expectations of BOs and the perceptions regarding the same from EMCs perspective. Hence, BOs can emphasize more on those expectations in the RFPs and EMCs can align their maintenance strategies with BOs expectations.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Building owners; elevators; expectations; maintenance perceptions; request for proposals |
| Index terms: | owner, user satisfaction, satisfaction, maintenance contractor, survey, content analysis, questionnaire, coherence, proposal, end user, strategy, duty, statistical analysis |
| Subjects: | practitioner, sociology, contractual role, project planning, human factors and perception, data analysis and analytics, stakeholder, data science, management, data collection methods, client relations, project delivery |
| Topics: | Business Strategy, Roles and Professions, Contract Administration, Stakeholder Management, Project Management, Research Practice |
| Descriptive scope: | 4 PCEA |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here