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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.

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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 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.

Impact and interest:

27 citations in Scopus
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ID Code: 4413
Item Type: Journal Article
Keywords: Client, service provider, service quality, expectation, perception, satisfaction
DOI: 10.1080/01446190110062104
ISSN: 1466-433X
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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