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

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.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 54 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.