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

G. Kim Wan Siu, A. Bridge, M. Skitmore*

*Corresponding author for this work

Research output: Contribution to journalArticleResearchpeer-review

41 Citations (Scopus)

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.

Original languageEnglish
Pages (from-to)719-726
Number of pages8
JournalConstruction Management and Economics
Volume19
Issue number7
DOIs
Publication statusPublished - Nov 2001
Externally publishedYes

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