Assessing the significance of retail service quality on shopping frequency: an adaptation of retail service quality (RSQS) model

Musasa, Tinashe; Tlapana, Tshepo

doi:10.1108/ejms-10-2022-0072

Cited by 1 publication

(2 citation statements)

References 40 publications

(67 reference statements)

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Ahmed and Hassanain (2020) noted that the higher the level of analysis required in a POE, the more multi-faceted the POE process will be. POE as an approach has been used to measure user satisfaction with service quality in different facilities such as educational (Kumar and Khan, 2022; Hassanain et al , 2019), residential (Sanni-Anibire and Adenle, 2022; Sanni-Anibire et al , 2016; Sanni-Anibire and Hassanain, 2016; Alborz and Berardi, 2015), office buildings (Hassanain and Mahroos, 2023; Yong et al , 2022), hotels (Khalil et al , 2022) and retail (Musasa and Tlapana, 2023; Ahmed and Hassanain, 2020; Hassanain et al , 2016; Marsha, 2015). In the context of office buildings, some POE studies have been done on user satisfaction (Hassanain et al , 2018; Haynes et al , 2017; Hwang and Kim, 2013), but the scope of these studies in terms of the FM services captured were limited.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Existing literature suggests that the satisfaction of users with the quality of FM services is a function of their past experience with using such services and is driven by equity and regret (Ikediashi et al , 2015; Kim et al , 2018). Evidence from some scholarly works on the measurement of user satisfaction shows that the assessment of satisfaction is usually obtained formally via feedback on FM service quality using post-occupancy evaluation (POE) techniques (Musasa and Tlapana, 2023; Myeda et al , 2023; Abisuga et al , 2020; Ahmed and Hassanain, 2020; Hassanain et al , 2019; Sanni-Anibire and Hassanain, 2016) or informally via means such as phone calls, emails, memos and reports (Abisuga et al , 2020; Dalton et al , 2013; Goins and Moezzi, 2013). According to Ikediashi et al (2015), Lepkova and Žūkaitė-Jefimovienė (2012) and Suki (2012), satisfaction with FM in buildings is directly related to user satisfaction with the services of an organisation.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

A post-occupancy evaluation of in-house facilities management service quality and user satisfaction in multi-tenanted office buildings in Ghana

Tannor

Appau

Attakora‐Amaniampong

2023

View full text Add to dashboard Cite

Purpose The purpose of this study is to explore user satisfaction with in-house facility management (FM) services in multi-tenanted office buildings in Accra, Ghana using a post-occupancy evaluation (POE) approach. Design/methodology/approach The study assessed user satisfaction with FM service quality by using a POE of their perceptions about the attitude and courtesy of the FM personnel, the reliability of the FM services they provide, the responsiveness and the competence of the service providers. The study used walk-throughs and questionnaire surveys as the POE methods. One hundred and twenty-one users from 22 multi-tenanted office buildings, who have actively used the FM services for at least a year, were purposively sampled. The data was collected via a survey using a structured questionnaire. The data was analysed using descriptive statistics and principal component analysis in version 25 of statistical package for the social sciences. Findings The study revealed that users were dissatisfied with the quality of in-house FM services across all 15 services The results also showed that users’ satisfaction with the services is not affected by the differences in their age, gender, educational level, job role and number of years in the buildings. The results further demonstrated that the most critical factors that resulted in users’ dissatisfaction were electric facilities, building fabric maintenance, emergency coordination, waste management and the decoration of the buildings during festive seasons. Originality/value To the best of the authors’ knowledge, the present study based on POE to assess user satisfaction with FM services for multi-tenant office buildings has, presumably, not been tackled before in Ghana. The results of the study are very essential to the owners of the buildings and facility managers in decision-making concerning the delivery of FM services. Building industry-wise, the results demonstrate the need for in-house FM managers in multi-tenanted office buildings in Ghana to adopt FM service delivery methods that increase user satisfaction. The results also call for further research into user satisfaction with outsourced FM services in multi-tenanted office buildings and further research on the use of the in-house strategy on other types of buildings to ascertain whether the dissatisfaction with FM is due to other factors such as the choice of FM strategy, the property type etc.

show abstract