Service quality measurement for the building service maintenance team of a property development company

Pao Yue-kong Library Electronic Theses Database

Service quality measurement for the building service maintenance team of a property development company

 

Author: Chan, Wing-leung Joseph
Title: Service quality measurement for the building service maintenance team of a property development company
Degree: M.B.A.
Year: 1998
Subject: Buildings -- Maintenance -- Management
Building management
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of Management
Pages: 104 leaves ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1428658
URI: http://theses.lib.polyu.edu.hk/handle/200/4699
Abstract: This project aims to measure the service quality of the building service maintenance team of a property development company. Throughout this study, a famous tool - Servqual which is established by Parasuraman, Zeithaml and Berry (hereafter called PZB in 1988) will be used for the measurement of service quality. Such tool is geared on the gap score theory for comparing customers' perception with expectation (PZB, 1985). PZB applied Servqual to several services industries and have successfully deducted five principal quality dimensions, namely, tangibles, reliability, responsiveness, assurance and empathy which are applicable to the general classes of services and retailing business. In the present study, intensive interview with experienced building services practitioners were carried out to obtain 22 dimensions for the development of Servqual specifically for building service maintenance. Such modified Servqual was then applied to 200 selected tenants in the form of questionnaire to measure their perceived and expected quality on our building service maintenance team. Besides, the questionnaire also consists of a section to determine whether the service quality of a building service maintenance team would affect the tenants' intention for leasing our premises in future. All the questions to be appeared on the questionnaire will be worded in positive statements to avoid misinterpretation & to ease comprehension. The results of the tenants' perception will be compared with that of the expectation to determine the degree of satisfaction on the quality of our maintenance service by different business with different demographic & socioeconomic characteristics. The quantitative results will be tabulated and the managerial significance of the results will be discussed. The derived quality dimensions has been tested and proved to be applicable to the field of building services maintenance. The building service managers may then use this tool to track the performance of his team and can effectively identify sub-standard area for improvement.

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