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

Gladys Kim Wan Siu, Adrian Bridge and Martin Skitmore

Construction Management and Economics, 2001, vol. 19, issue 7, 719-726

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.

Keywords: Client Service Provider Service Quality Expectation Perception Satisfaction (search for similar items in EconPapers)
Date: 2001
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DOI: 10.1080/01446190110062104

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