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.
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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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