A platform for research: civil engineering, architecture and urbanism
A platform for research: civil engineering, architecture and urbanism
An evaluation of customer perception of FM service delivery
Applies service quality theory to facilities management (FM), resulting in a more customer-orientated approach to FM. Uses a questionnaire as the main source of data collection. Uses factor analysis to establish basic underlying concepts or dimensions. Proposes a “gap” model which makes a comparison between service quality and the level of importance that customers place on each service dimension. The implications are that FM managers can use service dimensions to measure the qualitative elements of FM service provision. Segmentation analysis allows FM managers to determine whether different service levels are required for customer segmentation groups. Allows the concepts and theories that are currently applied in the service quality literature to be applied in an FM context. This moves the debate about FM performance metrics more towards measuring and understanding customer perceptions and ultimately to customer management strategies.
An evaluation of customer perception of FM service delivery
Applies service quality theory to facilities management (FM), resulting in a more customer-orientated approach to FM. Uses a questionnaire as the main source of data collection. Uses factor analysis to establish basic underlying concepts or dimensions. Proposes a “gap” model which makes a comparison between service quality and the level of importance that customers place on each service dimension. The implications are that FM managers can use service dimensions to measure the qualitative elements of FM service provision. Segmentation analysis allows FM managers to determine whether different service levels are required for customer segmentation groups. Allows the concepts and theories that are currently applied in the service quality literature to be applied in an FM context. This moves the debate about FM performance metrics more towards measuring and understanding customer perceptions and ultimately to customer management strategies.
An evaluation of customer perception of FM service delivery
Shaw, Derren (author) / Haynes, Barry (author)
Facilities ; 22 ; 170-177
2004-06-01
8 pages
Article (Journal)
Electronic Resource
English
An evaluation of customer perception of FM service delivery
| Online Contents | 2004
FM Servicebarometer: monitoring customer perception of service performance
| Emerald Group Publishing | 2013
Research on Customer Requirements for Transit Service Design and Delivery
| British Library Online Contents | 1997