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Assessing the service quality of building maintenance providers: mechanical and engineering services

Author

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  • Gladys Kim Wan Siu
  • Adrian Bridge
  • Martin Skitmore

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 using 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.

Suggested Citation

  • Gladys Kim Wan Siu & Adrian Bridge & Martin Skitmore, 2001. "Assessing the service quality of building maintenance providers: mechanical and engineering services," Construction Management and Economics, Taylor & Francis Journals, vol. 19(7), pages 719-726.
    • Handle: RePEc:taf:conmgt:v:19:y:2001:i:7:p:719-726
    DOI: 10.1080/01446190110062104
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    Cited by:

    1. Abdul Rahman & Yazan Alzubi, 2015. "Exploring Key Contractor Factors Influencing Client Satisfaction Level in Dealing with Construction Project: an Empirical Study in Jordan," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 5(12), pages 109-126, December.
    2. Hamersma, Marije & Heinen, Eva & Tillema, Taede & Arts, Jos, 2016. "Residents’ responses to proposed highway projects: Exploring the role of governmental information provision," Transport Policy, Elsevier, vol. 49(C), pages 56-67.

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