Assessing the service quality of building maintenance providers: mechanical and engineering services
Sui, Gladys K.W., Bridge, Adrian J., & Skitmore, Martin (2001) Assessing the service quality of building maintenance providers: mechanical and engineering services. Construction Management and Economics, 19(7), pp. 719-726.
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 by means of 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.
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|Item Type:||Journal Article|
|Keywords:||Client, service provider, service quality, expectation, perception, satisfaction|
|Subjects:||Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000)|
|Divisions:||Past > QUT Faculties & Divisions > Faculty of Built Environment and Engineering|
|Copyright Owner:||Copyright 2001 Taylor & Francis|
|Copyright Statement:||First published in Construction Management and Economics 19(7):pp. 719-726.|
|Deposited On:||06 Jun 2006|
|Last Modified:||09 Jun 2010 22:32|
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