Customer preferences of maintenance contractor in central air-conditioning system of office buildings

Pao Yue-kong Library Electronic Theses Database

Customer preferences of maintenance contractor in central air-conditioning system of office buildings


Author: Sing, Wai-leung
Title: Customer preferences of maintenance contractor in central air-conditioning system of office buildings
Year: 2001
Subject: Office buildings -- Air conditioning
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Building Services Engineering
Pages: x, 99 leaves : ill. ; 30 cm
Language: English
InnoPac Record:
Abstract: Air conditioning system is an important building service facility to provide the comfort indoor environment for us to work and live in. In order to provide continually high quality and reliable air conditioning services. Select a maintenance service contractor becomes an essential goal for facility and property managers. The intense competition in the air conditioning industry has made marketing necessary for contractors survive. The need of understanding of customers' preference contractor has encouraged the adoption of new and easily market research techniques in order to design services targeted at specific groups of customers. Conjoint analysis is considered an excellent tool for this purpose and introduced to this study. A total of 120 face-to face interviews survey were conducted at local facility and property management firms during March to April 2001 and a response rate of 83 per cent achieved. The study is the first application of conjoint analysis to examine maintenance customers' preferences. Describes some of the difficulties in evaluating customers' preference in air conditioning maintenance service and present a framework for evaluating it. Through a basic conjoint analysis theory approach, it is possible to segment the customers by their different job natures, identifies and characterizes three maintenance customers (i.e. facility managers, property managers and building maintenance managers). Further describes how a market simulation experiment was designed to simulate market shares of seven hypothetical maintenance contractors. It is hoped that this study could help the service contractors, property and facility managers to have a general picture of the customers' preference and the contractors' performance level.

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