Assessing the service quality of building maintenance providers: mechanical and engineering services

Siu, Gladys Kim Wan; Bridge, Adrian; Skitmore, Martin

doi:10.1080/01446190110062104

Cited by 45 publications

(38 citation statements)

References 9 publications

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“…A customer's background and experiences play important roles in providing the relevant standards of comparison, or frame of reference (Smith et al, 1969). The comparison involves what the customer believes will happen with what is actually provided (Parasuraman et al, 1985).…”

Section: Literature Review 21 Satisfaction Concept In Construction Imentioning

confidence: 99%

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Study on Client-Satisfaction Factors in Construction Industry

2017

European Journal of Economic Studies

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Client satisfaction represents a crucial factor in the development and management of the construction process, as well in the creation of professional company-client relationships. Moreover, it is one of the major determinants of project success and therefore is a fundamental issue for construction managers who must constantly seek to improve their performance in order to survive in the marketplace. Providing superior quality and keeping customers satisfied are rapidly becoming the ways that companies use to differentiate themselves from competitors. The main objective of this study is to establish a comprehensive list of factors used for measuring client satisfaction and to study their influence on client satisfaction in the construction industry. The purpose of this study is to identify main client satisfaction factors and to advance both theoretical and practical understanding of their satisfaction in construction industry. A survey conducted in this study was focused on clients of different companies from construction industry in Bosnia and Herzegovina (B&H). The perceptions of clients with respect to the performance of contractors were measured using five factors including timeliness, cost, quality, client orientation and safety. Through the analysis of data generated by the survey, it is concluded that all the factors identified in the client-satisfaction model do not possess the same significance when it comes to satisfying clients. The approach of this research is useful to construction firms, not only in B&H, but also in other places, for identifying and improving their weak areas and improving the service quality for their clients.

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Section: Literature Review 21 Satisfaction Concept In Construction Imentioning

confidence: 99%

“…A number of models have been developed to ease the measurement of satisfaction including SERVQUAL (Parasuraman et al, 1985;Siu et al, 2001), performance assessment (Soetanto, Proverbs, 2004) and business excellence models (EFQM, 2005).…”

Section: Literature Review 21 Satisfaction Concept In Construction Imentioning

confidence: 99%

Study on Client-Satisfaction Factors in Construction Industry

2017

European Journal of Economic Studies

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“…According to Siu et al (2001), stakeholders' expectations of projects may be determined by a combination of personal needs, past experiences, word of mouth and external communications. More specifically for the study of NIMBY responses, Dear (1992) mentions four factors which might be of relevance in understanding differences in residents' expectations to highway project proposals: client, facility/project, programmatic and community/personal characteristics.…”

Section: Residents' Responses Towards Highway Projectsmentioning

confidence: 99%

Residents’ responses to proposed highway projects: Exploring the role of governmental information provision

Hamersma

Heinen

Tillema³

et al. 2016

Transport Policy

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Despite increased efforts to actively consult residents in highway infrastructure planning to i.a. increase acceptance of plans, the involvement of most residents is passive and limited to receiving information. By means of multivariate regression analysis, this paper explores the role of governmental information provision in residents' responses towards highway project proposals, measured by the expected change in residential satisfaction i.e. the match between housing needs and conditions, as a consequence of those projects. We also pay specific attention to permeability of and satisfaction with information provided. The analyses are based on questionnaire data collected among 484 residents living close to two announced plans for highway adjustment in the Netherlands.We found indications that residents who received information from a governmental project team are more satisfied with information compared to residents who only received information from other sources. In its turn, a higher level of information satisfaction was associated with more positive expectations with regard to changes in their residential satisfaction, although other contextual variables were also explanatory. Receiving information from the project team was mainly associated with a closer residential proximity to the highway where project team distribution efforts were also more intensive. However, we observed clear personal and project-specific differences in the number of information sources received and the likelihood to attend information meetings. The latter was also associated with more negative expectations towards residential satisfaction change. This indicates a clear difference in characteristics between the more actively involved group and the silent majority.An important implication of this study is that information provided by project teams seems to increase acceptance of plans, via its contribution to residents' information satisfaction. Nevertheless, only a minority of residents appeared satisfied with the information they received. Therefore, it seems worthwhile for planning agencies to pay more attention to people who currently appear less satisfied with the information provided. These include older residents, residents with fewer social contacts and families with children. In addition, the results indicate clear differences in expected satisfaction change between more actively and more passively involved residents. This may be a reason for governments to not only focus on opinions grasped from information meetings, but to specifically take into account the opinions of the more passive 'silent' majority.

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“…The service quality (SERVQUAL) model can be adapted for use in measuring the service quality of facilities management services. In Facilities management, customer satisfaction is the key deliverable to success of fulfilling contractual obligation [22,14].…”

Section: Measurement Of Service Qualitymentioning

confidence: 99%

Facilities Management Service Delivery in Public and Private High Rise Residential Buildings in Nigeria: A case study of Eko Court Complex and Niger Towers

Olanrele

Ahmed

Smith³

2014

MATEC Web of Conferences

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Abstract. This study assessed and compared the delivery of Facilities Management (FM) services in public and private high rise residential buildings in Lagos, Nigeria. While some facilities or services may not be available in some public estates, the efficiency of the available ones is inadequate in comparison with the adequacy and efficiency of services provided in private estates. The objectives set for the study include identification of services that are provided in the case studies, service delivery method, and an assessment of the residents' satisfaction of the services. This study adopted questionnaire survey for collection of data. 127 questionnaires were distributed to the residents of the case studies and 93 were returned. Three of which were discarded for incompleteness, thus 90 were analysed. The study found that most but not all of the facilities services expected in high rise buildings are available in the case studies and the services are outsourced under a standard Service Level Agreement. The service delivery in private high rise residential building is better than the public residential high rise buildings as revealed by the study. The study recommends improved standardization of services, customized services and meeting customer's expectation for improved service delivery.

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Assessing the service quality of building maintenance providers: mechanical and engineering services

Cited by 45 publications

References 9 publications

Study on Client-Satisfaction Factors in Construction Industry

Study on Client-Satisfaction Factors in Construction Industry

Residents’ responses to proposed highway projects: Exploring the role of governmental information provision

Facilities Management Service Delivery in Public and Private High Rise Residential Buildings in Nigeria: A case study of Eko Court Complex and Niger Towers

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