Assessing the service quality of building maintenance providers: mechanical and engineering services
(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.
| Item Type: | Journal Article |
|---|---|
| Status: | Published |
| Keywords: | Client, service provider, service quality, expectation, perception, satisfaction. |
| Subjects: | 310000 Architecture, Urban Environment and Building > 310100 Architecture and Urban Environment 310000 Architecture, Urban Environment and Building |
| ID Code: | 4413 |
| Deposited By: | Alwi, Sugiharto |
| Deposited On: | 06 June 2006 |
| Alternative Locations: | http://dx.doi.org/10.1080/01446190110062104 |
| Copyright Owner: | Copyright 2001 Taylor & Francis |
| Copyright Statement: | First published in Construction Management and Economics 19(7):pp. 719-726. |