Kim Wan Siu, G; Bridge, A and Skitmore, M (2001) Assessing the service quality of building maintenance providers: Mechanical and engineering services. Construction Management and Economics, 19(7), pp. 719-726. ISSN 01446193
Abstract
This study investigates the service quality in the maintenance of mechanical and engineering services. The determinants of service quality are identified and their means of evaluation are examined. A method of assessment is devised based on the SERVQUAL approach, and its use is then illustrated using a small empirical survey of clients and service providers and the 'Gap' model used to quantify the relationships between customer satisfaction, expected service, perceived service and service quality gap.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | client; expectation; perception; satisfaction; service provider; service quality |
| Index terms: | customer satisfaction, determinant, satisfaction, service quality, building maintenance, survey |
| Subjects: | service delivery, performance measurement, risk assessment, construction type, data collection methods, project delivery |
| Topics: | Project Management, Research Practice, Construction Technology, Stakeholder Management, Risk Management, Quality Management |
| Descriptive scope: | 3 PCE |
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